Frequently Asked Questions

Reference	Question
1	Why do my licenses lock up when I rename my server and how can I prevent this from happening?
The licenses are associated with the old server name and this results in a conflict which locks the licenses. The problem can be prevented by removing the licenses from the server before renaming it and then reintroducing them. The procedure is: Export all the licenses from the server using File \| Export License File... in the License Manager. Delete all the licenses from the server. Note: Any licenses checked out must be checked back in. Rename the server. Import the licenses back into the server using File \| Import License File... from License Manager. The imported licenses will be associated with the new server name and will behave as expected.
2	I have renamed my server, many of my licenses are locked and I cannot unlock them, even with an admin key. How can I get things going again, bearing in mind that I still want to run with the new server name?
Your licenses will only recognize the old server name and they cannot be freed until that is restored. Rename the server back to its original name. Make sure that all licenses are checked in then follow the procedure outlined in question 1, above. You will now have a server with the new name and serving licenses which recognize this name.
3	Why do I get the message that I should upgrade to a Network License Server when I only have one license for the program I am trying to use? My Desktop License Server should be good enough.
You have probably got more than one license for another product. Any violation of the one-license-per-product rule on a desktop server will lock out all licenses. A Desktop Server will not permit you to load more than one license per product. This scenario will usually only occur if a time-limited Network License Server license has expired or if you have accidentally deleted that license. You should either delete any extra licenses using the License Manager, or you should install a valid Network License Server key.

4	An information dialog with the message: "Unable to connect to License Services. Error code: -2147221164" (the number may vary slightly) has appeared. What is the problem and how can I put it right?
Your License Services installation has not been registered properly. Go to the License Services folder which will have a path similar to: C:\Program Files (x86)\Common Files\Earthworks\LicenseServices, and then run either Setup.exe or SetupNT.exe.
5	Will License Services ever disrupt a production server?
When installing License Services on a clean machine (one on which a Datamine product has never previously been installed) the system will NOT need restarting for most operating systems. From time to time, however, it may be necessary to update License Services as upgrades become available. Depending on the operating system, it may be necessary to restart the machine after updating over a previous installation of the Services. This is because it is necessary to shutdown all services during the installation of a service pack, and some may not do so. It is therefore recommended that the installation of service packs takes place when the minimum disruption will be caused. The initial installation, however, may take place at any time, without a recognisable effect on server performance.

What happens if a License is locked to a client machine?

Clients, who are connected to a Network License Server, have access to all the licenses on that server. License Services controls these licenses in two ways.

By allowing them to be checked out to a networked computer before the licensed application is started, or

By locking a license when an instance of the licensed application has started on a machine in the network.

Checked out license

Checking out is used, typically, when the user wishes to use the licensed software while disconnected from the network (e.g. when travelling with a laptop). In the License Manager of the Network License Server, a checked out license will appear as checked out to whichever computer checked it out; the period of the checkout will also be shown. A checked out license is effectively locked; no one else may use the license until it has been either checked in or the period has expired. When a checkout period expires, the license will reset on the server and become available for use on the network again. The license will also expire on the remote computer the application will no longer run.

Locked License

When a licensed application on a networked computer is started, the license will be locked on the server preventing any other user from using that license. When the application is closed, the license will be released for others to use. There are circumstances, such as a lost connection or a software crash, where the software may not shutdown in a controlled way and the license may remain locked on the server. If this happens, the user should attempt to reset the license in one of the following ways:

By restarting the application (when the network connection has been re-established) and closing it down properly.
By opening the License Manager on the client machine, highlighting the locked application and selecting "Unlock" from the context (right-click) menu.

If these procedures fail or the remote user is not available to perform the tasks, a maintenance key, obtainable from your nearest Datamine office, may be applied to the server.

To reset the license with a maintenance key, right-click on the license, and select Reset - All. Enter the maintenance key when prompted.

Why do I keep getting an expired license message when there are valid licenses on the network?

This happens when a locally held license expires but the valid ones are on the network.

License Services always checks for local licenses before it checks the network, and if it finds a local license it will look no further. In this case, the expired license has been found locally so License Services does not search the network.

There are two simple solutions to this:

Delete the expired license - License Services can then find the network licenses.
Check out a network license to the local computer - License Services with then treat the checked-out license as a local license.

The expired license should be deleted anyway.

Why can't I see the licenses on the server from my computer (client) ?

The licenses might not be visible for a number of reasons:

There could be problem with the network. To check this, try "pinging" the server name or IP address from the client computer.

To ping an IP address:

Open a Run box (Start | Run…).
Type “cmd” and click OK. This will open a DOS window.
In the DOS box type after the prompt, type “ping” followed by the IP address or name of the remote computer (ping 192.121.15.15 or ping flycatcher).

Press the Return key on the keyboard. You should see a series of “Reply” messages from the target computer.

The Remote Server options might not be setup correctly on the client computer. Check using the procedure for connecting to a remote server.
The license service might not be running on the server. Check using the setting up a network server procedure.

License Services has locked up with a message: “License Services has halted due to a system error". There is an error code of C001. What does it mean and what do I need to do?

For all C00x type errors, contact your Datamine supplier and provide them with details of what happened immediately prior to the problem.

I have just installed a new version of a Datamine-licensed product and it will not run. Why?

The most likely reasons for this are:

You have installed a version of the software for which you do not have a license. Some products (e.g. NPV Scheduler) have several flavors and each has a different licensing requirement. Check that your installed software and your license match.
Your license or your maintenance period may have expired. Open the License Manager and check the license for the software you are trying to run. A quick clue can be gained from the color of the license details: an expired license will appear grey whereas one with expired maintenance will appear black. Valid, maintained licenses will appear green. You check whether you have new keys (license or maintenance) ready to apply.

If your license or your maintenance has expired and you do not have a key, contact your Datamine supplier to acquire one. In the meantime, if it is a maintenance expiry problem, you will be able to roll back and use a version of the software dating from within your existing licenses's maintenance period.

I am trying to register keys for several licenses and I get an error message saying that I need to upgrade to a "Department Network Server". Only one license for each product is displayed and there should be more. What has caused this and how can I get my other licenses to register?

As installed, the default server mode of License Services is called "Desktop Network Server". This only supports a single license of each product/module. There is, however, another mode called "Department Network Server" which supports multiple licenses for each product/module.

Department Network Server mode is activated by a separate key which must be installed before you install your multiple licenses.

You should check to see if you have a Department Network Server key. Install it then reinstall the product license keys. You will not need to uninstall those you have already installed. Reinstalling the keys will overwrite the single license with multiple ones.

What do the license colors signify in the License Manager window?

The colors give an indication of the validity of the license, whether it is locked or checked out. The color coding is summarized in the license color code table.

My dongle cannot be detected, or it is not working. What can I do?

This is usually caused by the drivers not being installed properly. The safest way to remedy this is to uninstall the drivers then reinstall them.

The recommended sequence is:

Run the dongle driver setup program “Setupdrv.exe” with a \u switch to uninstall the drivers.

Open a Run box (Start | Run…).
Navigate to the Setupdrv.exe program, typically in “C:\Program Files\Common Files\Earthworks\LicenseServices\Setup”.
Drag Setupdrv.exe and drop it in the Run box. This will add the program with its full path to the Run box.
Add the /u switch to the end of the line insuring that there is a space between the closing quotation marks and the switch.

"C:\Program Files\Common Files\Earthworks\LicenseServices\Setup\setupdrv.exe" /u

Run the command. The drivers will be uninstalled.

Unplug the dongle.
Reboot the computer.
Run Setupdrv.exe without the switch. This will install the drivers again.
Plug in the dongle.
Check that the dongle number is now visible in the status bar of the License Manager.