[ISS Support Case] License manager delay

Description

Customer contacted support reporting several issues that appeared to be specific to their PC environment. The user experienced a blue screen crash, and was unable to access any applications initially. It was determined that the issue was not directly related to InTouch, but rather due to a broader system crash on the PC. Following a system reboot, the machine was brought back online. The customer indicated that their IT team suspected the AVEVA software might be contributing to the system instability. However, based on the symptoms described, I was not convinced this was the root cause. As a precaution, I recommended running a repair on the AVEVA software, which we performed together during the call. After completing the repair, we attempted to launch the application, but encountered a licensing issue. When accessing the License Manager, the interface was slow to respond and took a significant amount of time to display any information. Although the License Manager indicated it was running, the customer was unable to successfully start or interact with it to further diagnose or resolve the issue. To help the customer continue working while the issue is investigated further, I provided a pre-activated demo license. I also advised the customer to monitor the system and follow up with their IT team for additional diagnostics regarding the original system crash.

• Author: Kevin Modlin
• Published: October 17th, 2025

Details: