Network Licensing Tips and Tricks
Transcript of Network Licensing Tips and Tricks
Technical Troubleshooting Tips & Tricksto Solve Problems Quickly
H ll H C f C ll 800 369 1990Hywell HerreroTeam Lead – Data Management
Conference Call: 800-369-1990Participant Passcode: 1831314#
© 2009 Autodesk 1
Agenda
Common errors and standard resolution steps
Information required for successful issue resolution
Tools, tips and useful links
More resources
Bonus materialsBonus materials
Q & A
2© 2009 Autodesk
2
Common Errors and Resolution StepsCommon Errors and Resolution Steps
© 2009 Autodesk 3
Troubleshooting: Online License Transfer
Error message received even though Internet is running:
“No Internet connection was detected. To transfer a license, connect to the Internet now”connect to the Internet now
Possible Cause:Possible Cause:Existence of proxy settings in Internet ExplorerKnow issue and a defect is currently logged to correct it
4© 2009 Autodesk
4
Troubleshooting: Online License Transfer
Basic Checks:
Confirm Port 443 SSL is open / allow for bi-directional traffic
Confirm destination IP address 64.238.213.178 is allowedAllowing full 64.x range is permissible
Query: What are the alternatives in performing OLT for customer without internet access ?
Leverage the “2nd installation” allowed under the EULA (refer section 3.1.2)
Explore the use of modem dial-up for the OLT process
5© 2009 Autodesk
5
Troubleshooting: Stand-alone License Issues
Activation is LostSituations where you may need to reactivate a product
Resolving invalid license issueResolving license transfer issues during failed PLU process
Forcing reauthorizationProduct priors to 2010 (Safecast licensing technology)Product priors to 2010 (Safecast licensing technology)
Delete the .DAT fileVista - C:\ProgramData\Autodesk\Software LicensesWin XP - C:\Documents and Settings\All Users\Application Data\Autodesk\SoftwareWin XP C:\Documents and Settings\All Users\Application Data\Autodesk\Software Licenses
For 2010 Product (FLEXnet licensing technology)( g gy)Contact Activation Codes team: 800-551-1490
6© 2009 Autodesk
6
Troubleshooting: Stand-alone License Issues
Activation is LostError: 0.1.0011 or 11.1.6011
Suggestions:Remove all external USB drives and Jump DrivesInstall Bind Hot Fix: http://usa.autodesk.com/getdoc/id=DL5620053Reactivate AutoCAD
7© 2009 Autodesk
7
Troubleshooting: Network License Issues
Ensure FLEXnet is running on a supported platformThis is imperative in a successful error-free License Manager setupInstability and unforeseen errors are common
S t d l tf f N t k Li M (NLM)Supported platforms for Network License Manager (NLM):Windows Vista x86 SP1Windows Vista x64 SP1 – newly supportedWindows XP x86 SP3Windows XP x64 SP2 – newly supportedWindows 2003 R2 Server Edition (x86/x64)– newly supportedWindows 2003 Server Edition (x86/x64)Windows 2000 Server Edition
8© 2009 Autodesk
8
Troubleshooting: Network License Issues
Basic Checks :Confirm latest version of NLM (currently v11.5) is being used
Verify that ports 2080 and 27000-27009 are open
In the license file, ensure server “Hostname” and “Mac address” correspond to the physical server machine used
f fVerify the NLM is running on a supported platformNo virtual environmentNo teamed network cardWindows Server 2008 is not supported
9© 2009 Autodesk
9
Troubleshooting: Network License Issues
Basic Checks :Confirm services were created properly
3 Paths, Start Server, Use Services
10© 2009 Autodesk
10
Troubleshooting: Network License Issues
Basic Checks:Click on Server Status tab and Perform Status Enquiry button
Ensure the quantity of all available licenses is listed
11© 2009 Autodesk
11
Troubleshooting: Network License Issues
Status Enquiry error:“ [ -1, 359 ] : No such file or Directory ”
Possible Cause:“LMTOOLS ignores license file path environment variables” is checked
Suggestion:Uncheck to resolve issue
12© 2009 Autodesk
12
Troubleshooting: Network License Issues
Critical information to provide:
FLEXnet Error Code or ScreenshotLicense File (e.g., “CADserver.lic”)O ti Fil ( “ d kfl t”)Options File (e.g., “adskflex.opt”)Debug log fileHOSTID File (from Systems Setting tab)( y g )Server Status File (from Server Status tab) LICPATH.LIC FileSystem Environment VariablesSystem Environment VariablesRegistry: "HKEY_LOCAL_MACHINE\SOFTWARE\FLEXlm License Manager"
© 2009 Autodesk 13
Troubleshooting: “Out of Memory” Issue
Possible Causes:Varies: complex drawing, physical machine memory issue, etc.
Suggestions:Audit and purge drawing fileSet LAYOUTREGENCTL to 0
OPTIONS S t t b “R h it hi l t ”OPTIONS -> System tab -> “Regen when switching layouts”
Simplify drawing fileUnload xrefs and images not needed g
Test & run on a 64-bit machineExplore possibility of increasing system RAM
F 32 bit hi t bli 3GB S it hFor 32-bit machine, try enabling 3GB SwitchRefer : TS1060353 and TS1069947Last resort and final result varies, depending on systems.
14© 2009 Autodesk
14
Troubleshooting: System/Product Crashes
Possible Cause:System Conflict, complex or corrupted drawing etc.
Suggestions:Try in Diagnostic Mode
If error persists in Diagnostic Mode, perform full uninstall and reinstall of productElse, if error did not occur in Diagnostic Mode, try the next few steps ...
Try in Admin accountIf not reproducible, recreate windows profile
Disable Antivirus and Security applications restrictions
Audit or Recover drawing
U i t ll d i t ll NET F k 3 5 SP1
15© 2009 Autodesk
Uninstall and reinstall .NET Framework 3.5 SP1
15
Troubleshooting: Installation Errors
Installation Errors 1603, 1606
Possible Causes:Permissions, bad install package, incomplete files, etc.
Diagnostics:Is it network deployment or local installation? Does it occur on multiple machines or only affecting one computer?Can error be repeated using manual installation? Request for log files on client machineRequest for log files on client machine
%TEMP% “install.log” file (read only)Turn-off silent installation to see error code
Clean up the Temp folderClean up the Temp folderDisable Anti-virusRe-try in Diagnostic Mode (see Slide 50 for steps)
16© 2009 Autodesk
16
Troubleshooting: Installation Errors
Installation Error 1603, 1606
Possible Causes:Permissions, bad install package, incomplete files, etc.
Suggestions:Allow full permission to local folder and registryCopy DVD content to local folder and run from thereAvoid roaming profileAdopt default folder and path nameAdopt default folder and path name
17© 2009 Autodesk
17
Troubleshooting: Windows User Profile Issues
Scenarios:“Problem occurs only when John logs in - others seem fine.”“I don’t encounter the problem with my admin account.”
P ibl CPossible Cause:Corrupted windows profile
S tiSuggestions:Try login using other Windows user account and Admin account
If bl ll t t Ad i i t tIf problem occurs on all user account, except Administrator: Likely to be profile restriction or permission relatedContact customer IT admin for further analysis
18© 2009 Autodesk
18
Troubleshooting: Windows User Profile Issues
If problem only occurs on a specific user account:Create a new AutoCAD profile
OPTIONS -> Profiles tab -> “Add to List…”Reset new profile to AutoCAD defaultp
“Reset” buttonSet the profile current
“Set Current” buttonSet Current buttonTry this first, before trying the triggering of the secondary installer
19© 2009 Autodesk
19
Troubleshooting: Windows User Profile Issues
If problem only occurs on a specific user account:Trigger ‘Secondary Installer’
Log on to the computer as that user.
In the Registry Editor delete the following subkey:In the Registry Editor, delete the following subkey:
HKEY_CURRENT_USER\Software\Autodesk\<product name>
In Windows Explorer, delete the following user's application folders:
C:\Documents and Settings\<user name>\Application Data\Autodesk\<product name>
C:\Documents and Settings\<user name>\Local Settings\Application Data\Autodesk\<product name>Data\Autodesk\ product name
Re-start the product. This will initiate the secondary installer, recreating the deleted files and folders
Note: Performing these steps will remove all customization done previously and reset the product to out-of-the-box state.
20© 2009 Autodesk
20
Troubleshooting: Windows User Profile Issues
Note regarding Support Content Redirection: AutoCAD 2010 Support Content Redirection feature allows deploying support content to locations other than the local user profile
S d I t ll ti t l d h iSecondary Installer tip may not apply under such scenario
Support content may be located in folders other than the local user profile folderprofile folder.
21© 2009 Autodesk
21
Troubleshooting: CUI Issues
“Missing menu”, “Command not working”, etc.Occurs on specific user account only
Possible Cause:Corrupted CUI Files
Suggestions:Restore CUI file.
Type CUI at command line. Right-click on the main cuix fileRestore - Set back to the last iteration prior to the changesReset - Perform a reset from the UserDataCache folder
Remove - C:\Documents and Settings\<user>\Application Data\Autodesk\<product name>\<version>\enu\Support
Re-start product, allow file to re-generateCopy CUI file from folder - C:\Program Files\<product name>\UserDataCache\Support
22© 2009 Autodesk
pp
22
Troubleshooting: Fatal Errors
“Fatal Error: Unhandled c0000xxxx Exception”
Possible Causes:Bad Install .NET Framework issuesDrawing corruptionConflict with other applicationConflict with other application
Resolution Steps :Run in Diagnostic ModeRun in Diagnostic Mode
If error persists in Diagnostic Mode, perform full uninstall and reinstall of productClean-up all .NET Framework component
3rd party Utility can be used for full clean up of NET Framework3rd party Utility can be used for full clean-up of .NET FrameworkReinstall .NET Framework component using the setup file available in product CD/DVD
23© 2009 Autodesk
23
Troubleshooting: Drawing Corruption
Various Potential CausesNetwork (transmission errors, file locking, latent writing of data)Storage media degradation (bad sectors on a hard drive)Defective or failing RAMDefective or failing RAMOperating system issuesPower surges3rd t li ti i i id th A t d k d t3rd-party applications running inside the Autodesk productDWG created or saved by a non-Autodesk productAutoCAD terminated while saving DWG (less frequent)g ( q )
24© 2009 Autodesk
24
Troubleshooting: Drawing Corruption
When a drawing can NOT be opened:RECOVER command
Recovers a selected drawing fileIf successful, open and run AUDIT command
Evaluates drawing integrity and possibly more error correctionSet system variable AUDITCTL=1 to create a report of audit results
RECOVERALL commandRecovers a selected drawing fileAttached and nested xrefs are also opened, repaired, resaved, and closed
INSERT and EXPLODEStart AutoCAD with NO prototypeRun INSERT and selected the corrupted drawingCheck the “Explode” optionC ec t e p ode opt o
Restore from autosave (SV$) or backup (BAK) files
25© 2009 Autodesk
25
Troubleshooting: Drawing Corruption
When a drawing CAN be opened but still has corruption:WBLOCK command
Set all layers ON, THAWED and UNLOCKEDWBLOCK all objects in the drawing to an external block fileOpen new file and run AUDIT
DXFOUT/DXFINDXFOUT to create a new .dxf fileStart new drawing and DXFIN to import the new .dxf file
AECTOACADExports to a selection drawing versionExports to a selection drawing versionStrips potentially corrupt custom objects
PURGE commandC d P t i t d iCopy and Paste into a new drawingExternal References and BindRestore from autosave (SV$) or backup (BAK) files
26© 2009 Autodesk
( ) p ( )
26
Troubleshooting: Drawing Corruption
“I have more corrupt drawings in this release than ever before! Wh t i A t CAD d i t d i ?”What is AutoCAD doing to my drawings?”
The Perception of CorruptionEach new release improves the ability to detect corruption
Potentially more error messages because more corruption is being foundDetection is product specific – not drawing specificSame drawings in 2010 product may report corruption not reported in 2008
More frequent error messages may not mean more corruptionIt may mean better detection of existing corruptionIt may mean better detection of existing corruptionCorruption that was already there but was not previously detected
27© 2009 Autodesk
27
Troubleshooting: Slow Drawing Performance
Possible Cause:Excess annotation scalesOnly affects drawings created in AutoCAD 2008 before SP1
S tiSuggestions:Run the Scale List Cleanup Utility
Removes excess annotation scalesfrom drawingsRefer: DL11062617
28© 2009 Autodesk
28
Troubleshooting: Slow Drawing Performance
Possible Cause:Excess registered application (regapp) IDsOften created in bulk by 3rd-party applications
S tiSuggestion:Run the Regapp ID Cleanup Utility
Removes unreferenced regapp IDsg ppRefer: DL11807875
29© 2009 Autodesk
29
Information Required ForSuccessful Issue Resolution
© 2009 Autodesk 30
Information Required For Successful Issue Resolution
Always collect the following information:What is the version of the Autodesk product exhibiting problems?Are there any service packs applied to the product?Are there bonus packs or extensions installed for the product?Are there bonus packs or extensions installed for the product?What is the operating system version including service packs?Is the OS 32-bit or 64-bit?
Always verify the following :Is the problem is happening on an earlier product version?
T t th i i t iTest the same issue in a current version Is the problem is happening on an AutoCAD vertical product?
Test the same issue in vanilla AutoCAD?Helps isolate the problem to specific versions or vertical products?May indicate if the problem has been identified and fixed in a later version
© 2009 Autodesk 31
version
Information Required For Successful Issue Resolution
FLEXnet licensing issues
FLEXnet Error Code or ScreenshotLicense File (e.g., “CADserver.lic”)O ti Fil ( “ d kfl t”)Options File (e.g., “adskflex.opt”)Debug log fileHOSTID File (from Systems Setting tab)( y g )Server Status File (from Server Status tab) LICPATH.LIC FileSystem Environment VariablesSystem Environment VariablesRegistry: "HKEY_LOCAL_MACHINE\SOFTWARE\FLEXlm License Manager"
© 2009 Autodesk 32
Information Required For Successful Issue Resolution
Printing issuesError Code or Screenshot
Ensure accurate problem descriptionSystem NFO filey
Provide accurate machine specificationPrinter Model / Driver version used
Provide accurate card details for analysisProvide accurate card details for analysis
Try to isolate the problemPrinted via network or locally connected printer?Printed via network or locally connected printer?Is this happening in one particular drawing or in all drawings?Is the issue reproducible with one of the tutorial or sample drawings?
33© 2009 Autodesk
33
Information Required For Successful Issue Resolution
Display issuesError Code or Screenshot
Ensure accurate problem descriptionSystem NFO filey
Provides accurate machine specificationDisplay card model and driver version
Provides accurate card details for analysisProvides accurate card details for analysis3Dconfig command – View Tune Log
Acquire : Performance Tuner LogI di l d d l t d?Is display card model supported?
www.autodesk.com/autocad-graphicscardIs this happening in one particular drawing or in all drawings?
34© 2009 Autodesk
34
Information Required For Successful Issue Resolution
Product CrashesError Code or Screenshot
Ensures accurate problem description
System NFO fileSystem NFO fileProvides accurate machine specification
CER (Customer Error Report)CER (Customer Error Report)XML info may provide quick leads to cause of problemCustomer email address used in CER for tracking and follow up
Customer’s File (if available)Enables problem simulation
Is this happening in one particular drawing / machine / account or in allIs this happening in one particular drawing / machine / account or in all drawings / machine / accounts?
35© 2009 Autodesk
35
How does Customer Error Reporting (CER) work?
System information is collected:O ti t A t d k d t i hi d i tOperating system, Autodesk product version, graphics drivers, etc.Other applications that were active at the time of the crashCommands recently run in the productM dd d A t CAD t k t th i t f hMemory addresses and AutoCAD process stack at the point of crash
CERs are received, analyzed and forwarded to Autodesk developers for researchfor research
Instant email response if a workaround or fix already exists
F t il tifi ti h fi b il blFuture email notification when a fix becomes available
Best practices for supplementing CER information:Use the CAD Manager Control utility to enable including the computer nameUse the CAD Manager Control utility to enable including the computer nameProvide an email address so Autodesk can contact directly if neededProvide a step-by-step description of the error – not just swearingMake a note of the CER number for future related communications
36© 2009 Autodesk
Make a note of the CER number for future related communications
36
Tools Tips and Useful LinksTools, Tips and Useful Links
© 2009 Autodesk 37
Tools, Tips and Useful Links
License Parser Toolhttp://www.licenseparser.comInterprets license file contentGenerates an easy-to-read reportGenerates an easy to read report
Demonstration video available in Handouts
38© 2009 Autodesk
38
Tools, Tips and Useful Links
Telnet To License Server PortUseful in checking if the port 2080 is accessible
Go to DOS PromptType : telnet 10.148.32.75 2080
Where “10.148.32.75” is the License Server and 2080 is the Port number.Press <Enter>
39© 2009 Autodesk
39
Tools, Tips and Useful Links
Telnet To License Server PortThe screen below signify a successful “telnet session”Implies the port is available, with no connection problem
40© 2009 Autodesk
40
Tools, Tips and Useful Links
Telnet To License Server PortThe screen below indicates a failed “telnet session”Implies the port is not available and connection will failYou will probably get Error [1.5 – 15]You will probably get Error [1.5 15]
41© 2009 Autodesk
41
Tools, Tips and Useful Links
Ping command (by servername)Useful in checking if license server is up and runningUseful in checking if server name resolution is working
Translation from server name to IP address
Successful ping shown below :Implies the server is up and runningImplies the server name resolution is workingImplies using “server name” in licpath.lic will work
42© 2009 Autodesk
42
Tools, Tips and Useful Links
Ping command (by servername)If you encounter “could not find host”
Indicates client is unable to locate server via “server name”Implies server is down or server name resolution is NOT workingImplies server is down or server name resolution is NOT workingWorkaround: replace Server Name with IP address in “licpath.lic” fileInform customer IT Team.
43© 2009 Autodesk
43
Tools, Tips and Useful Links
Removing Microsoft .NET Framework
A clean removal of .NET Framework is imperative in allowing a clean re-setup of the latest version, when resolving install issues
If problem persisted after standard un-installation routine, then 3rd party removal utilities can be considered (if necessary)
Due consideration and understanding of the utility must be adopted by implementer before use
T i ll h t l ill d l t h d fil d i t k d bTypically, such tool will delete shared files and registry keys used by other versions of the .NET Framework
A repair or re install for relevant versions NET Framework may beA repair or re-install for relevant versions .NET Framework may be required
44© 2009 Autodesk
44
Tools, Tips and Useful Links
Removing Microsoft .NET FrameworkThere are several utilities available for .NET Framework removal
Example - http://blogs.msdn.com/astebner/archive/2006/05/30/611355.aspx
Important: These are not Autodesk utilities and usage is at yourImportant: These are not Autodesk utilities and usage is at your discretion and considerationsImportant: Read each utilities caveats and disclaimers in usage terms
d diti
45© 2009 Autodesk
and conditions
45
Tools, Tips and Useful Links
Windows Cleanup UtilityUseful in removing residual failed installation filesAllows reinstallation to proceed
http://support.microsoft.com/kb/290301p pp
Note: Official Microsoft utilityOfficial Microsoft utilityUsage is at your discretionand considerations
46© 2009 Autodesk
46
Tools, Tips and Useful Links
Checking Graphics InformationWin XP : Go to Start -> Run -> Type “dxdiag” <Enter>Vista : Start Search -> Type “dxdiag” <Enter>
47© 2009 Autodesk
47
Tools, Tips and Useful Links
Checking machine Port detailsCurrports utility
Google “currports” for trial download
Note: Not an Autodesk or Microsoft utility. Usage is at individual
48© 2009 Autodesk
discretion and considerations
48
Tools, Tips and Useful Links
How to go to Diagnostic Mode :On the Start menu (Windows), click Run (Windows 2000/XP) or Start Search (Windows Vista).
T fi Cli k OKType msconfig. Click OK.
In the System Configuration Utility dialogGeneral Tab - > check the “Diagnostic Startup” optiong p pServices tab -> check the “Autodesk Licensing Service” optionClick OK. When prompted, restart Windows.
49© 2009 Autodesk
49
Tools, Tips and Useful Links
How to return to normal Windows startup:On the Start menu (Windows), click Run (Windows 2000/XP) or Start Search (Windows Vista).
T fi Cli k OKType msconfig. Click OK.
In the System Configuration Utility dialogGeneral Tab - > check the “Normal Startup” optionp pClick OK. When prompted, restart Windows.
50© 2009 Autodesk
50
More ResourcesMore Resources
© 2009 Autodesk 51
ResourcesAutoCAD® Hot IssuesAutoCAD® Hot Issues
ContentCurrent Hot IssuesAccess to AutodeskKnowledge BasegSearch
http://www.autocad.com > Services & Support
52© 2009 Autodesk
p pp
52
ResourcesAutoCAD® Updates and Service PacksAutoCAD® Updates and Service Packs
ContentAutoCAD updatesHot fixesMultiple versionsMultiple versions
http://www.autocad.com > Services & Support > Data and Downloads
53© 2009 Autodesk
p pp
53
ResourcesAutoCAD® Installation Troubleshooting GuideAutoCAD® Installation Troubleshooting Guide
http://usa.autodesk.com/getdoc/id=TS1070000
54© 2009 Autodesk
p g
54
ResourcesWindows Installer Error MessagesWindows Installer Error Messages
http://msdn.microsoft.com/en-us/library/aa372835.aspx
55© 2009 Autodesk
p y p
55
ResourcesAutodesk Product Support Blogs
Regular updates on useful tips and product information
Autodesk Product Support Blogs
Hosted by Product Support technical leads and staff
The Revit Clinic (Revit)http://blogs.autodesk.com/revitclinic
Cracking The Vault (Vault)http://blogs.autodesk.com/crackingthevault
Being Inventive (Inventor)http://blogs.autodesk.com/beinginventive
Being Civil (Civil3D)http://blogs.autodesk.com/beingcivil
Without A Net (AutoCAD)h //bl d k / i h
Maya Station (Maya)h //bl d k / ihttp://blogs.autodesk.com/withoutanet http://blogs.autodesk.com/mayastation
© 2009 Autodesk 56
More blogs can be found at: http://blogs.autodesk.com
Points To Note
This session and information aims to enhance effectiveness in d il t bl h ti ff tyour daily troubleshooting effort
Desired results may vary due to differences in system ienvironment
Seek advice of customer IT staff whenever required
Non-Autodesk utilities presented in this document do not constitute an endorsement by Autodesk
57© 2009 Autodesk
57
Bonus MaterialsBonus Materials
© 2009 Autodesk 58
Q & AQ & A
© 2009 Autodesk 59
Experts Panel
Tom Stoeckel – AutoCAD/platform
Harlan Brumm – Revit
Jason Hickey – Civil 3DJason Hickey Civil 3D
Hywell Herrero – Data Management
Don Warner – Inventor, AutoCAD Mechanical
Lalena Whitcombe – 3D Studio Max
60© 2009 Autodesk
60
© 2009 Autodesk 61