AVEVA License Manager Support Cases

[ISS Support Case] IDE License Acquisition Failure

Client reached out due to when trying to utilize one of several IDE's the license must be dropped in order to open the IDE (consume the license on a different server).

[ISS Support Case] Trend application failing to acquire a license

LVM: Support issue at NEG fiberglass. A trend application is not acquiring a license from a new flex license server with current 2020 licenses activated. Not mission critical but does need to be addressed as quickly as possible. Migrating customer (temp migration on tier 2) Screen shot 20 pack and historian ongoing issue since July Licensing 4.0.1 installed caused lots of issues

[ISS Support Case] Floating License Manager Error V 2.8.00

Client reached out due to License Manager showing error message "Out of License". This is in relation to Citect Plant SCADA 2018.

[ISS Support Case] Redundant license servers broken

Hardware change with license servers.

[ISS Support Case] License not acquiring

Failed to communicate with license product service.

[ISS Support Case] Error 503, when trying to Open License manager.

9/12/2024: -After running a repair on the Wonderware components installed the customer could not access License manager. -Upon investigation, license manger web service was NOT running. Set the service to run and was able to access license manager. -LM Version: 3.7

[ISS Support Case] License

How to activate a 2023 XML license file?

[ISS Support Case] InTouch License Acquisition Failure

Client reached out as when they were trying start WindowViewer they were receiving an error stating their license was not valid. The client was using an LOC license file and the LocalBackendAquireInfo.xml file was missing from C:\ProgramData\AVEVA\Licensing\License API2\Data\LocalBackEndAcquireInfo.xml.

[ISS Support Case] Where Do I Put a .LOC How To License

I have a question for you. That is, where should I copy the license I have? To which folder?

[ISS Support Case] InTouch License Acquisition Failure

Client reached out as he when he was trying to start WindowViewer he was receiving license could not be acquired message. When viewing logger client had the following message from component LicApiSvcProxy>NET: "Failed to communicate with Aveva Enterprise License Product service".

[ISS Support Case] Licenses not pulling anymore

On 3.5 Applied license server change but still not working. Will upgrade to 3.7 or higher.

[ISS Support Case] InTouch License Acquisition Failure

Client had WindowViewer set to autostart on node, but was disconnecting the PC from the internet and therefor the license server after setting up project.

[ISS Support Case] Windowviewer is Unable to Acquire a License

When launching Windowviewer, user receives "Unable to acquire license retry, abort cancel" The license manager shows the message "Warning A change to the computer name has been detected"

[ISS Support Case] License Manager

The problem is with the license server. Opening this license server took longer than expected. When it did open, there were no licenses listed. The indication in the upper right of the screen was paired and available. When the back arrow was clicked to show all the license servers, there was a red bar on the left of the icon from . Clicking the icon again showed the correct licenses but the primary show disconnected. Both servers, are running, functioning and seem otherwise healthy. I have screenshots.

[ISS Support Case] License Manager in Stopped state

Client reached out as License Manager was in a stopped state and he was unable to activate or deactivate any licenses. WindowMaker also would not acquire a license when trying to start the application.

[ISS Support Case] License could not be acquired - intouch

v2023 r2 p01 Tried : Clicked Retry option. Cleared cache and restarted server. License Deactivated and Activated.

[ISS Support Case] error message when adding license

stopped no license when adding license during activations ports no available/firewall

[ISS Support Case] Cannot activate development license

I have been trying to use enterprise license manager to activate one of our development licenses and I am getting an error message that it is unable to connect to the aveva servers. Our internet service is not down, so Im not sure what is going on.

[ISS Support Case] Grace period

[ISS Support Case] License Release Request

Client reached out as they were unable to activate license receiving license activation ID already activated message.

[ISS Support Case] Remote Node Failure to Connect to License Server

Client reached out as when trying to test connection to License server test failed with standard message advising to check firewall.

[ISS Support Case] Licenses not acquiring

[ISS Support Case] Grace Period Exit

Client reached out as license server was in grace period.

[ISS Support Case] License not working

Running 2023 license only.

[ISS Support Case] Current Dev License not working for windowsmaker

Recently received new dev license. When installed on test computer I get the "License Not Available - Abort, Retry or Ignore" message. I tried a runtime license that allowed me to open windowsviewer so I believe the issue is with my dev license

[ISS Support Case] After 15 minutes Intouch Gets a Pop Up - A valid license could not be acquired from license server

Direct Email: I received the licenses and successfully activated one of them. However, WindowMaker does not acquire the license and will not run (except in demo mode). Apparently I still need a .loc file to enable WindowMaker to function. I tried using the .loc file that Mario Meza sent me back in May, and WindowMaker was able to open. But after a few minutes of operation, I got a popup I never saw before: A valid license could not be acquired from license server. Select one of the following options to proceed: o Remind me again in 15 minutes o Retry to acquire a valid license (tried) o Exit WindowMaker License could not be reacquired at: (today) Application will terminate at: (tomorrow) Maybe there is a new solution or I need a different .loc file for this new version? I am using Aveva 2023 v23.100.000 and Enterprise License Server 4.0.1 and Platform Common Services 8.0.1.

[ISS Support Case] Grace Period Exit Code

IT made a copy of the license server virtual machine.

[ISS Support Case] WindowMaker Failure to Acquire License

Client reached out as when trying to open WindowMaker he received failure to acquire license error message.

[ISS Support Case] License Acquisition Failure

Client reached out because when trying to start InTouch received license could not be acquired message. The license manager is local to this node and cannot be accessed either. Page fails to load.

[ISS Support Case] License Acquisition/ License Product Service Failure

Client reached out as License Manager is showing as disconnected. Client initially reached out as his License Server was in a disconnected state and he was unable to acquire a license. When observing logs found multiple error messages related to failing to start License Product service. When observing the services the license core service repeatedly had to be manually started. I had the client install AELicensing-HotFix-4.0.1-3037012.zip & HotFix AELicensingPlatform-HotFix-4.0.1-1.zip. The registry changes in SA 00041383 were already present in this system. I also cleared the FNE Server folder and ran through restarting the core service. After these troubleshooting steps the license manager was showing as connected and the client was able to activate the license. However when trying to start WindowMaker client still could not acquire license.(test connection to license server in configurator is successful). The License Agent service still is not running and when trying to start the service the user receives the following error message: "Windows could not start the AVEVA Enterprise License Agent service on the local computer. Error 1067: The process terminated unexpectedly." After deactivating and reactivating the license the License Agent service was running. We replaced the LicenseMAnager.db file and cleared FNE server folder again, restarted core service, reset license server ID and reactivated license. After this Windowmaker was still failing to acquire license. After this tested an LOC license which WindowMaker still failed to acquire license. I was still observing multiple errors related to License Product service failing to start.

[ISS Support Case] WindowMaker Failure to Acquire License

Client reached out as when trying to open WindowMaker he received failure to acquire license error message.

[ISS Support Case] OI server fail to auto start

When rebooting the primary license server the OCMC fails to automatically start the multiple OI server instances the customer has available.

[ISS Support Case] Primary and Secondary License Server Disconnected

The Primary and Secondary license servers are disconnected. They are not available for the repair option.

[ISS Support Case] Unable to acquire license

I am having an issue when I launch IDE I get a message that license could not be acquired. Configurator is set to flex, the license manager shows the license as activated.

[ISS Support Case] Historian in Tag Count Violation

ref 88106. Repaired redundancy Historian in tag count violation. Drop device no impact

[ISS Support Case] InTouch License Acquisition Failure

Client reached out as he was receiving license acquisition failure message when trying to launch WindowViewer.

[ISS Support Case] License Manager fails to configure

License Manager fails to configure due to a firewall or port restriction

[ISS Support Case] License Activation Failure

Client reached out as he received new licenses (XML)and was unable to activate them as he is using License Manager version 3.5.

[ISS Support Case] Launching InTouch on TS gets No Licenses Available

looks like an issue between LS and TS not picking up any supervisory licenses. Launching InTouch Gets no license available. On LS all licenses available with none in use. Issue triggered when trying to deploy a change. Launching from TS Main support contact OOO

[ISS Support Case] License Server 4.0.1 - Failed to communicate with AVEVA Enterprise License Product Service

Loc file does not work either.

[ISS Support Case] WindowViewer License Acquisition Failure

Client reached out as when user was attempting to launch WindowViewer they were receiving a failure to acquire license error message.

[ISS Support Case] WindowMaker License Acquisition Failure

Client reached out as when user was attempting to launch WindowMaker they were receiving a failure to acquire license error message.

[ISS Support Case] Reserving InTouch Runtime License's

Client reached out because Development server kept acquiring runtime license before runtime server could. This is remote desktop services environment.

[ISS Support Case] License Reservation & Checkout

Client reached out looking for guidance on License reservation and checkout process.

[ISS Support Case] License issues

They tried reserving the licenses. 23.0.04 They have redundant io servers. One is grabbing a license and the other one is not. ------------ Checking with AVEVA to see if fix in 4.1 applies to non-https envs as well. 1 system is not acquiring a license. Customer cannot upgrade the license manager. Redundant license servers. They want to do testing on this node.

[ISS Support Case] Failure to Acess License Manager

Client changed time on server due to daylight savings time and after this user was unable to access license manager. He is repeatedly asked to login and is stuck in this loop without access to License Manager.

[ISS Support Case] Online Activation Not Working

Licensing Question Onsite Trying to use existing development license 2017 on enterprise trying to activate Spinning loading circle 3.5.1.000

[ISS Support Case] Offline License Activation and License Configuration

Client needed assistance activating offline licenses and connecting remote nodes to license server.

[ISS Support Case] License Reservation & Checkout

Client reached out as user had concerns about Plant operation if license server crashed.

[ISS Support Case] License server cannot be added to license manager

They're trying to run AE workgroup utility but didn't know the file path

[ISS Support Case] Failure to Add License Server

Client reached out as when they were attempting to add license server in the License manager it would fail.

[ISS Support Case] License can not be acquired

On a physical machine checked license services, all are running reran configurator - connection to local license manager succeeded ran change network account and OS config utility attempted trusted storage reset trying to uninstall 4.0.1 and installing 4.1

[ISS Support Case] License Server Redundancy Removal\Replacement

The license server redundancy pair was corrupted. Refer to 88277. After the solution in this case was applied the backup license server was still in a disconnected state and also showed in grace period, but would not allow for application of a grace period exit code.

[ISS Support Case] Communication Driver Licenses

Client wanted to clarify whether he needed to reservation/checkout system for communication driver licenses on workstations.

[ISS Support Case] Loc not working

Product service not able to start

[ISS Support Case] License failed to aquire

License failed to aquire

[ISS Support Case] Demo License

[ISS Support Case] Rehost License

[ISS Support Case] Licensing Issue Configuration Guidance

Licensed other machines one machine is supposed to have ReadOnly license. Had wrong license acquired Changed machine name Goes to license Manger gets license is currently in use. Would like to tie a machine to a specific license. Not sure where to look for acquisition details.

[ISS Support Case] License Reservation Inquiry

Client reached out with questions about how License reservation and checkout system function.

[ISS Support Case] Looking to get dev license released.

The PC recently crashed

[ISS Support Case] Licence Activation Inquiry

Client reached out looking for guidance on downloading license from Box and how activation process works.

[ISS Support Case] Grace Period Exit Code failed

After entering the Grace Period Exit Code and the system accepting the code it an offline state and failed to sync after to register the changes.

[ISS Support Case] Historian Showing License Tag Count Violation

Client reached out due to the Historian showing a tag count violation and license count of 500 even though there was a 25K Historian license available.

[ISS Support Case] grace period

grace period exit code

[ISS Support Case] Grace period

The license Manager has entered a grace period.

[ISS Support Case] Unable to add licenses

I cannot add a license server to the license manager. I am trying to upgrade from 2014 R2 to 2023. I uninstalled all the 2014 R2 software. Installed the 2023 software that was needed including the license manager and server since this will be a local install. I have an offline license I m trying to activate for runtime only.

[ISS Support Case] Certificate Error SMS Configurator

Work with another engineer a couple weeks ago setting up 2023 License Server (had issues getting it to install) finally got it installed. But now trying to get a client to see the server / pull a license. Configurator issue pulling certificate from SMS. Need to know what we need to do to make it work

[ISS Support Case] Grace Period

Request for a Grace Period exit code

[ISS Support Case] Needs updated DEMO .lic

Moving our license from a hard key to a soft license. Experiencing intermittent issues obtaining a license after a reboot.

[ISS Support Case] Not obtaining license

Single node site. Configurator shows ok. Services running. Logs only show failure to obtain a license. Sent demo, worked. Found license still 2023 but running 2023R2, sent upgrade link.

[ISS Support Case] Unable to access license manager

Getting "Access Denied"

[ISS Support Case] License Server Compatibility, Installation Error.

1/30/2024: -Installation of 3.6 not occurring, Version 4.0.1 Was installed on this Server. -Uninstall License Server 4.0.1. -Install License Server 3.6. -Had Invensys License Manager Installed as well.

[ISS Support Case] License Manager

When Installing System Platform the installation and there's an error displayed when installing the license manager.

[ISS Support Case] License grayed out in license manager

License Manager DB "Trusted Storage" Reset A blank copy of the licensing db (trusted storage) comes with the install. R&D put this file for the purpose of using it to recover when needed. C:\Program Files (x86)\Common Files\ArchestrA\Licensing Framework\License Manager\LicenseManagerDb.db file. Use that to replace database file in C:\Program data\aveva\licensing\license manager\data\LicenseManagerData.db file.

[ISS Support Case] Will a AVEVA HMI 2020 Workstation license enable 2020 R2 SP1 P01

Does the Intouch 2020 x64 license work for Intouch 2020R2 SP1 P01 without upgrading the license?

[ISS Support Case] License Manager Load Failure

Client called in as they were receiving a 404 error when trying to access Enterprise License Manager. After setting no system management server in the SMC the client was now able to view the license manager, but was being prompted to sign in two times when opening license manager. Client signed in with windows domain account. After signing in when client would attempt to add server they would receive the following error: "Add Server failed for XXXXXX. Reason: License Server cannot be added to License Manager License Server components are not installed on the specified node (or) The License Server port is not opened (or) The License Server name is incorrect or the server is not accessible." Uninstalled and reinstalled License Manager/Server and the issue persisted. When troubleshooting further noticed that several components seemed to be missing including License Manager Web Service, License Server Core service, properties.xml file. Test connections were passing in Configurator and port 55555 was showing JLLSTranslator listening on port 55555.

[ISS Support Case] Supervisory Client - Read Only - User Reservation

Reference case: 85868 ITAA - User-based License Reservation Reference case: 83189 ITAA - User-based License Reservation Customer has purchased an extra Read Only Supervisory Client License, originally just for ITAA but they can only use it in certain situations. The AELicMgr is not handing out a user-reserved license. Instead it is allocating an available (non-read-only) Supervisory Client license to the machine. Was able to work out a solution by deploying a read-only ViewEngine to the ITAA server, giving the read-only user a special URL to the ITAA server, but the user figured out that if he deleted the "_RO" from the URL I gave him, he could still sign in with his credentials and pull a full Supervisory Client license. I upgraded the AELicMgr on the customer's system to 4.0.1. This involved bringing down the License Manager Server, which is also the GR, rebooting into safe mode, then reloading a .DLL. The customer has connectivity to a DC. Worked with third-party IT provider to provision SCADA groups for this customer to use. Built a new test server, joined to domain. Installed SP 2020 R2 SP P01, Built a quick galaxy with OS Group Security enabled, then repeated the exercise with the License Manager. Not even in an ITAA environment, but running the OMI directly on the test server while logged in with domain credentials, the AELicMgr is still not using the user-reserved license. The only thing I think I could have fouled up was not configuring the System Management Server for the Test Server. This unfortunately is very risky because there is already an SMS on this network. As a general note, I have been battling this issue on-and-off since November 2022!

[ISS Support Case] Modified Install Can't Start License Server Now

Our integrators were having a node issue in SMC communicating with a PLC. Other systems identical in configuration(s) were not experiencing any issue. I modified the installation to remove some communication drivers from the list of installed drivers. Upon completion, the license server disconnected and won't restart under the Manage submenu. On the home screen of the server selection it shows "Disconnected 1 License" I just uninstalled and reinstalled and configured the license server under the same name and the issue did not resolve.

[ISS Support Case] License activation support

[ISS Support Case] Licensing Issue

Primary goes into a stopped state randomly.

[ISS Support Case] License Failing Configuration

Client called in because when trying to configure the license server he was receiving error message stating: "Unable to connect to license server. The firewall may be blocking communication or port 59200 is in use."

[ISS Support Case] License manager not acquiring a license

Offline activation stuck

[ISS Support Case] Needs to Get Checked Out Licensing On a Client

New implementation Trying to get a VM set up for a client machine to connect and pull a license. Using a combination of 2017 and 2020 VM's Can see LM from 3rd system that recently was been configured to check out licenses. nothing should have changed. [Issue] Described check in check out process combined with checkpoints can be arduous and error prone. Better when was .lic format of licensing. (*** internal*** find out requirement for .LOC usage??) Configuration is local, they have a server hosting a license server. [Workflow] If they are actively doing remote work, The necessary licenses get checked out from the license server. Unable to access the License Manager, It joined the call but did not resolve before we disconnected.

[ISS Support Case] Exit Grace Period

Clients license server went into grace period over the weekend. They were able to obtain an exit grace period code, but would like to investigate the root cause of the issue.

[ISS Support Case] Activated license issue

License activates but nothing showing up in manager.

[ISS Support Case] AVEVA License manager website does not open

Client was unable to Open enterprise license manager.

[ISS Support Case] Development Studio License - cannot create new galaxy

I just upgraded to SP2023R2 and when I try to launch the IDE, I receive the message in the attached popup.

[ISS Support Case] Needs License Release

Trying to get 2023 R2 infrastructure. Blew away license server

[ISS Support Case] Work Station Licenses Failing To Acquire

Updated to 2023 R2 Had licenses upgraded to 2023 R2 Supervisory client license is 'not working'. Client is using a central license server, and confirmed that some licenses have being successfully acquired. One particular workstation is not acquiring the right license even reservation / checkout option. Domain Environment

[ISS Support Case] WindowMaker Failure to Acquire License

Client called in because when trying to start WindowMaker they were receiving failure to acquire license message. User had license manager 3.7.0 installed initially updated to 3.7.002 during troubleshooting.

[ISS Support Case] Unable to acquire an activated license

Transitioning to a different programming laptop. Moved license over to new system getting demo license prompt. Everything looks good. Activated seeing license details

[ISS Support Case] 2017 Application Unable to Acquire A License

Was previously working stopped after a recent reboot

[ISS Support Case] License Acquisition Failure

Client reached out because when trying to open IDE he was reciveing license aquisition failure message. When attempting to open license manager to verify license status the manager was only showing the top banner. User was using internet explorer to view license manager.

[ISS Support Case] License Server in Demo Mode

Client called in as license server was in demo mode.

[ISS Support Case] Implementing TA000041921 Offline Environment

Has not gone through through the process or it's been a while. Trying to implement the workaround in 000041921. Ref 86660

[ISS Support Case] License Acquisition Failure

Client reached out as when user was attempting to open IDE he was receiving failure to acquire license message. Upon review noticed client was using 2023 R2 System Platform and 2023 Development studio license. End user is Plasti-Cal.

[ISS Support Case] Offline Activation Stuck in Pending Activation State

Recently they got some flex licenses they want to run on virtual machines our hardware machines started acting funny 2023R2. Clone from a virtual

[ISS Support Case] InTouch License Acquisition Failure

Client called in because when trying to open Windowmaker received error message: "Exceeded maximum number of windows allowed (32)" After clicking okay user would be presented with failure to launch message.

[ISS Support Case] License not activating

[ISS Support Case] License Activation Failure

Client reached out due to license server being in Grace period.

[ISS Support Case] Failed to aquire license

Failed to acquire license when launching windowmaker with necessary license

[ISS Support Case] Failure to Acquire License

Client reached out due to when trying to create a new Galaxy he received the following error message: "Failed to acquire a license to enable the System Platform Runtime system. Either the license/server is not available or it has expired.

[ISS Support Case] License server redundancy issue

License server redundancy seems to be syncing, but there's an error message saying that it is not. They will respond to email, but not phone. If a meeting is necessary, they are available at 8-10AM central.

[ISS Support Case] License Server Configuration Failure

Client reached out due to when trying to configure License server in Configurator he was receiving the following error message: "All checked out licenses must be checked in before changing primary server name."

[ISS Support Case] Failure to Configure License Server

Client reached out because when they were attempting to configure the license server they were receiving the following error message: "Cannot edit license server hostname all checked out licenses must be checked in before changing primary server name"

[ISS Support Case] Failure to aquire license

The license manager fails to license OI products.

[ISS Support Case] remove temporary license

Client had Demo license activated in system and wanted deactivate and replace with Perpetual license.

[ISS Support Case] License Server Obsoletion

Client called in due to failure to reactivate licenses. This was due to previous license server being decommissioned with active licenses.

[ISS Support Case] Archestra License Manager Configuration

Client reached out looking for information on Archestra license manager and .lic license activation.

[ISS Support Case] License failed to aquire

License fails to be acquired for only OI products

[ISS Support Case] License Acquisition Failure

Client reached out as when he was attempting to open InTouch or IDE he would receive the following error message: "License could not be acquired. Click retry for a license."

[ISS Support Case] After upgrade client can't access license manager

This worked before the upgrade to 2020 R2

[ISS Support Case] Supervisory clients unable to get a license assigned

[ISS Support Case] License problem

License server is 4.0.1 Gets a message that says can't reach this page. Upon checking the AVEVA license services they are all set to automatic but not running and unable to be started.

[ISS Support Case] After activating a license, the IDE doesn't find the license

Failed to acquire a license to enable the System Platform Runtime system. Either the license is not available or it has expired. Check the Aveva License Manager for more details on available licenses containing the Feature 'wspruntime-iocount'.

[ISS Support Case] Enterprise License Manager Access Denied

Upgrading from 2020 to 2023R2 Access denied - You are not authorized to access this page

[ISS Support Case] License Activation Failure

Client reached out due to failure to activate license after fresh license manager installation.

[ISS Support Case] License server not able to connect.

[ISS Support Case] Grace Period Exit Code

Client called in for Grace period exit code due to license server being migrated to another machine while licenses were active.

[ISS Support Case] Problem activating license with 2017 U2

License Manager is version 3.3

[ISS Support Case] License Manager Upgrade

Client reached out as he was having issues acquiring licensing due to using license manager version 3.5 with a 2017 License.

[ISS Support Case] Exit Grace Period Code

Client reached out because their license server was in grace period mode due to being migrated to another machine with active licenses.

[ISS Support Case] License Activation Failure

Client reached out as he was unable to activate license due to following error: "Unable to activate license. This activation ID is already being used. Please use a different activation ID."

[ISS Support Case] License server will not start.

Originally had License Manager 3.7.002 installed and upgraded to License Manager 4.0.1. According to him, he used 2023 R2 ISO. He does have Platform Common Services loaded. We did originally have issues activating the 2023R2 Licenses but was able to get all licenses activated. They have over 900 Licenses across ~43 different products. They have a hybrid System Platform and InTouch Architecture. He stated that he was able to see an InTouch Client receive a license at one time. However, today the License Server will not start. From his note below, the states the new license server is not working and the core license service refuses to start. He tried rebooting the node with no luck. He wants to determine what happened prior to do a new load. There were a lot of error messages stating, access denied and couldnt access remote server. We had him turn on several License Server log flags.

[ISS Support Case] License Server Disconnected

Client reached out due to license server showing as disconnected in license manager.

[ISS Support Case] License Manger showing disconnected.

[ISS Support Case] IDE License Acquisition Failure

Client reached out due to failure to acquire license error message when attempting to open IDE.

[ISS Support Case] License Server Configuration Assistance

I have a testing environment consistent of a VM holding the System platform IDE and license server and would like to have my test server to share that license for development purposes. Currently have a demo license on my test server.

[ISS Support Case] Panel PC licensing issue after node name change

Also issue with screen resolution on panel pc.

[ISS Support Case] License Manager Corruption

Client reached out as he was attempting to migrate his license server to a new node, but the old server was corrupted and the license manager was inaccessible and therefore the license could not be deactivated. The old license server had been operating partially for an extended period of time the license manager was inaccessible but was still allowing license acquisition. Client updated the licensing software from 3.7.002 to 4.0.1 while License Manager service was crashed in an attempt to repair license manager and after this the license manager was still inaccessible and it was no longer allowing license acquisition.

[ISS Support Case] License Not working

IDE would not acquire license. The development node is also the license server in this case. Cleared the client trusted storage(C:\ProgramData\AVEVA\Licensing\Backendmodule1) and started License agent service manually. IDE still failed to acquire license. When checking services the License agent service was stopped again. Test to license server in configurator was successful. User Account was an Administrator and part of AELicMgr group.

[ISS Support Case] License Release Request

Computer crashed and the license was still active

[ISS Support Case] Unable to activate License

Says activated on his end when throwing into the license manager. Tested on my end and is good to go. He will test the reset of the trusted storage database and try again.

[ISS Support Case] License in grace period

[ISS Support Case] Problem with offline activation.

The Aveva Enterprise license manager website is no longer loading

[ISS Support Case] License Server Capturing Wrong Name

License server name is showing the wrong node

[ISS Support Case] License in a stuck state

Saying its activated in the license manager but its not. Showing 1 of 1.

[ISS Support Case] Delete License Server

Accidental lic server created but can't delete it.

[ISS Support Case] Unable to connect to license server from client

When trying to test the connection it says unable to connect.

[ISS Support Case] Licensing not grabbing after reserverations

[ISS Support Case] License Feature In Use

A license feature is being used by a node that no longer exists

[ISS Support Case] Problem with license

The license is showing as expired

[ISS Support Case] 2014 License cannot be acquired

[ISS Support Case] License not activating

Not able to connect to license server. Offline just spins and never completes.

[ISS Support Case] Unable to activate licenses after a server upgrade

The client has recently upgraded their server and they lost all licenses that were installed. They need the activations in question released.

[ISS Support Case] Unable to Run Installer

3.7.002 installer starts, gets to the splashscreen, and then just stops the install process

[ISS Support Case] Unable to Activate License

Browser just spins and doesnt complete when attempting to complete activation

[ISS Support Case] Request for license release

The license manager is unable to activate licenses or reconfigure the license server. Whether licenses are active or deactivated the configurator is displaying an error of unable to change the primary server due to licenses being checked out

[ISS Support Case] Unable to activate a license

Gets a messages stating that all of the activations are currently in use.

[ISS Support Case] ITAA - User-based License Reservation

The customer bought an extra supervisory client (read-only) license for their System Platform installation. Customer is using OMI in InTouch Access Anywhere, and would like to create a view-only user to pulls the read-only supervisory client license. Security is off in the Galaxy, so that's why I'm trying to restrict this particular user to a view-only license. Note: check Ticket 83189. Nothing substantially has changed with this system when I submitted this in December 2022, so I don't expect the response to be much different.

[ISS Support Case] Licenses are blank

License Server is 3.5.1 When attempting to deactivate, all licenses disappeared.

[ISS Support Case] How to Activated Licensing

Ref case 85938

[ISS Support Case] Unable to Start Backup License Server

Backup License Server is unresponsive when attempting to start

[ISS Support Case] Unable to Acquire License

Windowviewer cannot acquire a license

[ISS Support Case] Licensing Questions

2014 license not working with 2014R2Sp1

[ISS Support Case] Not able to acquire a read - write license message

New terminal server to run MLO application. When a couple of different users try to bring up intouch they get not able to acquire a read / write license message. Would like to what can be checked in the license manager. 2017 U2 SELM 3.3 on New MLO TS AVEVA 3.7.002 on Central License Server License area available

[ISS Support Case] License issue after computer date changed

IT dept backed up an intouch application. They changed the date on the computer. Now intouch is going into demo mode. 2017 update 3

[ISS Support Case] License Server Showing Expired Grace Period

License Server GR-NODE has expired Grace Period

[ISS Support Case] How to Activate a License

Requested instructions for license activation

[ISS Support Case] License Server in Grace Period

After upgrading OI servers, license server is now in grace period mode

[ISS Support Case] Feature Usage Count is Incorrect

Usage Details section of the License Manager may be incorrect

[ISS Support Case] License already in use

License release

[ISS Support Case] License upgrading

Needing 2020 license upgraded to 2023.

[ISS Support Case] Needed Upgraded License

Attempted to use 2017 license for 2023 system platform

[ISS Support Case] Unable to Install License Manager

License Manager doesnt seem to install properly. Certain components are missing from the programs list

[ISS Support Case] Request For Demo License

Request For Demo

[ISS Support Case] How to offline activation

Needs to deactivate licenses to upgrade the License Manger currently at 3.5.1

[ISS Support Case] Can not acquired license on IDE

Can't use demo license on IDE but works with InTouch

[ISS Support Case] Unable to Acquire License

Was sent a Temp. License in December. -Needing a new Temp. License so we can test and diagnose their issue. -Window viewer is unable to acquire a license.

[ISS Support Case] License Release Request

VM crashed and license needs to be released

[ISS Support Case] License Release Request

License is already activated but doesnt know where

[ISS Support Case] License Release Request

Licenses are possibly in limbo somewhere

[ISS Support Case] Add Server failed for XXXXXX License Server cannot be added to License Manager

When accessing the License Manager interface no license server is listed only the option to add a server. Attempts to add a license server result in Errors: Add Server failed for localhost. Reason: License Server cannot be added to License Manager. Possible reasons: License Server components are not installed on the specified node (or) The License Server port is not opened (or) The License Server name is incorrect or the server is not accessible.

[ISS Support Case] Enterprise License Manager Certificate Error

When launching Enterprise License Manager, Microsoft Edge opens up but brings a localhost certificate error. I tried typing thisisunsafe as I found online, and added the flag to trust certificates from localhost, but now it is giving 'error 404 file or path not found'. I can't add a license to this computer because of this. Do I just need to re-install?

[ISS Support Case] License issue

Historian tag count issue

[ISS Support Case] License issue

After upgrading to 2023 the license is not working

[ISS Support Case] Unable to open up the IDE

[ISS Support Case] License Release Request

Computer was destroyed with license activated

[ISS Support Case] License Release Request

Requested Licenses be released

[ISS Support Case] License Release Request

Computer crashed with the license activated

[ISS Support Case] Offline activation - the selected file has already been processed

Offline activation - the selected file has already been processed

[ISS Support Case] License Expiration Warning in SMC

SMC was counting down to a license about to expire at the end of the month

[ISS Support Case] Unable to Activate License

License is still showing activated in License Manager after being released by Aveva

[ISS Support Case] DAServer not grabbing a license Times out After an Hour

Has an XMl license activated but DA complaining about no license.

[ISS Support Case] Unable to Change License Server in Configurator

Configurator fails to change primary license server. The message says "All checked out licenses must be checked in before changing primary server name"

[ISS Support Case] Test Connection Failing

Unable to complete a successful test connection to the license server from a client

[ISS Support Case] Licensing Issue

unable to access ABCIP box link.

[ISS Support Case] Dream Report Licensing

[ISS Support Case] Manually releasing Historian Client licenses

When we had our old WIS I used to run "iisreset /restart" on that server every night in order to recover licenses from workstations where the user opened an AF or Wonderware session on the WIS and just left it open. This would free up licenses for other users who need an AF or WIS connection. We are now running System Platform 2020 R2 SP1. Under Enterprise License Manager is there a way to recover only inactive (or all) Historian Client licenses without impacting any other AVEVA licenses that might be in use?

[ISS Support Case] Node x has acquired the license from the backup server y while the primary server z is still operational

Direct email: Sometimes I see messages that the client got a license from the backup server while the primary is operational. Looking in license server, all seems to be ok. If I go look, some license are taken from primary, some from backup. Everything seems to work and I have not been able to figure out a pattern. Seems like once it starts, it goes for a while. Not sure what fixed it (maybe a reboot). Is this something to be concerned about? Something I need to do to fix something?

[ISS Support Case] License issue with IO

[ISS Support Case] Needs assistance with license server

Was originally part of a redundant pair and now can no longer make changes add \ remove.

[ISS Support Case] Unable to complete license activation. No messages

Unable to complete license activation. No messages

[ISS Support Case] Test Connection Fails

License client configuration fails in the Configurator

[ISS Support Case] Questions about licensing

[ISS Support Case] License Release Request

Started an offline activation on one machine, then began to use another while the activation was still in progress

[ISS Support Case] No license acquired

[ISS Support Case] License manager not opening

[ISS Support Case] Unable to Activate License

Unable to connect to license server on port 55555

[ISS Support Case] Unable to Activate License

The license server cannot process the request

[ISS Support Case] Grace period issue

[ISS Support Case] Activated licenses disappeared after applying grace period exit code

The licenses went into grace period after some VMWare cluster changes and when the exit code was applied the activated licenses disappeared. Version 3.7.002

[ISS Support Case] License Not Activating

[ISS Support Case] Unable to Access License Manager

Receiving Access denied message when attempting to reach license manager

[ISS Support Case] License Release Request

Server crashed while licenses were still activated. Need to be released in order to reuse

[ISS Support Case] License Upgrade Request

Requesting latest license set

[ISS Support Case] Unable to Acquire A License

Changed machine names of license servers and can no longer acquire licenses locally

[ISS Support Case] Dev License not able to grab

[ISS Support Case] Unable to uninstall Updated License Manager

Issue has not reoccurred, taking advantage of this final down day to get the License Manager Updated. Appears to be stuck would like to revert to 3.7.002... Interface is still blank after the upgrade. Behaving the same on both systems that were upgraded.

[ISS Support Case] Licensing errors

Running on 3.3 and not able to activate.

[ISS Support Case] License activation

How to activate 2023 enterprise license

[ISS Support Case] License Manager Issue License Server was not detected on this host

AVEVA Enterprise License Server is not being detected on one particular workstation. Test Connection in the AVEVA Configurator is getting the error message "License Server was not detected on this host". The host can be pinged by IP address and server name. Workstation is on a domain and domain firewall is turned off. UAC is also disabled. Other workstations are recognizing the license server. Unsure what is causing the issue on this one workstation.

[ISS Support Case] During an upgrade to 2023 License Were Locked

Just renewed license and upgraded to AVEVA FLEX. we were going to go through and upgrade was at 2017 -. 2023 can't seem to get anything on the licenses server.

[ISS Support Case] When going into Failover, Backup Server, will not allow for IO license to pick up.

SP two servers. redundant server. -Runtime license and dev licenses and OI license's. -When it goes into failover for the redundant server, the oi server license is not picking up. -Waiting word back from customer on update.

[ISS Support Case] OEM Licensing

Attempting to use OEM license for IDE development

[ISS Support Case] Licence

Customer called in with a failure to acquire license on a remote node for window viewer. The license has been reserved for the remote not but the license still cannot be acquired. The license manager is on the GR node and all other nodes as looking at the GR for licensing.

[ISS Support Case] License not able to deactivate/activate

[ISS Support Case] License Manager not able to connect

Cannot hit configure, getting error messages.

[ISS Support Case] VM Modification Triggered a Grace Period

Have customer ARCHAEA working on 2023 update. Partway through the upgrade process they made changes to the VM that hosts the development box... Triggered a grace period. Needs exit code, unable to deactivate licenses.

[ISS Support Case] Manually Exiting Grace Period Locked Licenses

While manually exiting a grace period the server id was reset while licenses were activated. Needs them released

[ISS Support Case] License Issue

Tag database error.

[ISS Support Case] Migration Issue

Not able to migrate due to a license. Dev license seemed to not be working

[ISS Support Case] Intouch 2014 license not reading

[ISS Support Case] Enterprise License manger, stops, cannot force start.

-Enterprise license manager core services stop's. -Cannot force a start of the service. -Web service as well, will not work. -started to occur after patch installation.

[ISS Support Case] Setting up Central License Server

I am attempting to set up a centralized license server on a networked VM running Windows Server 2022. We have 29 HMI applications in the plant that I would like to point to a single license server with a backup. We use a VLAN network structure so there are 4 IP ranges / networks but all are able to be pinged from any machine. When I try to configure an HMI to point to the VM license server, it gives me the error in the attached picture. I'm hoping there is a way to make this work and I'm missing something.

[ISS Support Case] How to upgrade License Manager Minmum Down Time

Would like to step through the process of upgrading on a system that can be taken offline for a bit.

[ISS Support Case] LOC file location not found on machine

The customer states the program data folder is not located within the file exporer.

[ISS Support Case] license server stops

license core service won't start, manually starting doesn't help, repair didn't work IT says they didn't make any changes

[ISS Support Case] License Server Core Service not starting after repair

License Server Core Service not starting after repair

[ISS Support Case] license works on all VMS but one

[ISS Support Case] License Release Request

Client reached out to request release of license.

[ISS Support Case] License Reservation\Checkout Failure

Client reached out as after user has reserved and checked out a license to a node, the license will randomly be checked back in leading to license loss for node. This has occurred on several different InTouch workstations.

[ISS Support Case] Offline License Activation

Client reached out looking for guidance on offline license Activation.

[ISS Support Case] License Release Request

Client reached out due to previous license server failing. User is now unable to activate license on new license server.

[ISS Support Case] InTouch License Acquisition Failure

Client reached out as when user was attempting to start InTouch they were receiving a license acquisition failure message.

[ISS Support Case] Access denied when opening license manager

[ISS Support Case] Hardware Failure Needs License Released

Hardware failure The server name where the licenses were running is License XMLs are also attached. See Activities Activation ID's

[ISS Support Case] License usage

[ISS Support Case] License Manager failed to start

License Manager failed to start and services fail to start

[ISS Support Case] License Server Redundancy Error

Client reached out as the Primary License Server is showing as disconnected and the backup is running all licensing for now.

[ISS Support Case] License server does not recognize Second development licese

Client reached out because development license was not being consumed by IDE even though connection to license server was successful and the development node is also the license server.

[ISS Support Case] Historian Tag Count Violation

Client reached out due to Historian showing a tag count violation even after reserving the 25K Historian license to the server and the log is flooded with this error. The Historian Server is also the primary license server. "Error LicAPISvcProxy.NET Failed to communicate with AVEVA Enterprise License Product Service. Title License Server 4.0.1 - Failed to communicate with AVEVA Enterprise License Product Service" I applied the registry changes in this article and applied the Hotfix for this issue as well but it persists. "License Server 4.0.1 - Failed to communicate with AVEVA Enterprise License Product Service" AVEVA Enterprise Licensing Platform 4.0.1 HotFix- Fix for 3002356, 2918166 and 3354604 3201980 The .loc license is not working either.

[ISS Support Case] License Manager 404 Error

Client reached out as when user was attempting to open the license manager they were receiving a 404 error and an error message stating the certificate was invalid.

[ISS Support Case] Licensing Issue with Additional Eng Server

Client reached out as when trying to open IDE user was receiving license acquisition failure message even after reserving the license to the node.

[ISS Support Case] Licensing

Licensing will not install. Running into DLL error. Tried uninstalling/reinstalling but not able to. Will see if we can run the clean up utility.

[ISS Support Case] How Activate License - Access Denied - Not Authorized

While troubleshooting it was determined hat the product is unlicensed. Client is unfamiliar with the process - Launches AVEVA Enterprise License Manager gets Access denied - You are not authorized to access this page.

[ISS Support Case] Historian Trend License Acquisition Failure

Client reached out due to Historian Trend failing to properly acquire a license.

[ISS Support Case] IDE License Acquisition Failure

Client reached out as when user was attempting to launch the IDE they were receiving a license acquisition failure message.

[ISS Support Case] Seeking Architectural Licensing Guidance

Having an issue with a Flex license recently switched to flex Have a bunch of thin clients tie to 3 different terminal servers. use central LM on that LM have license prior to the flex and updated flex license. older licenses are 2020 unlimited supervisory server is 2023 R2 Do I need to get 3 supervisory servers or should I be using reservations...? not super critical at this time.

[ISS Support Case] License Upgrade Request

Client reached out inquiring about the difference for licensing Intouch 10.1 and InTouch 2017.

[ISS Support Case] License Release Request

Client reached out as they were unable to activate a license and they were receiving an error message stating the activation ID is already in use.

[ISS Support Case] License Activation Issue Undetermined - Error the selected file is already processed

2023 licensing issue We have a station that apparently it's license has expired (development side). James was sending a demo license. Trying to get the activation to work. can offline request goes to license activation gets file points to it gets message

[ISS Support Case] 2023 R2 SP1 Temp License Request

Do you have an already activated temp license for 2023 R2 SP1 that can be sent to me? If not an already activated temp - maybe just a temp license that I can activate offline? TY in advance.

[ISS Support Case] License Manager redundancy is breaking

The client is utilizing redundant License Servers. The License core service on the backup server stops intermittently which disconnects the backup server and causes client nodes to loose licensing. This has happen on three different occasions, but the issue is not currently present. This has happened several times since the system was upgraded.

[ISS Support Case] License Acquisition Failure

Client reached out as when trying to run WindowViewer they would receive a license acquisition failure message. Observed the following error in the logs: Error LicAPISvcProxy.NET Failed to communicate with AVEVA Enterprise License Product Service. Error LicAPISvcProxy.NET Method Details: Void CreateChannelAndEstablishConnection()... Detail="Error starting gRPC call. HttpRequestException: An error occurred while sending the request. WebException: The underlying connection was closed: An unexpected error occurred on a receive. Win32Exception: "The client and server cannot communicate, because they do not possess a common algorithm"

[ISS Support Case] Historian Client Trend License Acquisition Failure

The client reached out due to multiple Historian Client nodes that will not acquire licensing. After a few minutes Trends will go into Demo mode. This is License Version 4.1.0 and Historian Client 2023 R2 Sp1.

[ISS Support Case] How to configure a central license server

Seeking guidance on setting up a central license server.

[ISS Support Case] License Manager Failed to install

License Manager Failed to install with error: NetTcpPortSharing window service does not exsist

[ISS Support Case] License server lost

Need to release 2 licenses or obsolete server.

[ISS Support Case] Hardware decommissioned. Need licenses released.

[ISS Support Case] LIcense server error

[ISS Support Case] Imported entitlement already exists from a previous import

Trying to activate licenses on his license server and gets that error on activation I think they may have the non-upgraded versions of this license active on other machines, but I'm unsure if that would interfere

[ISS Support Case] License needs releasing

[ISS Support Case] Intouch App cannot read Remote Desktop Services License (Urgent)

Client reached out as user was experiencing license acquisition failure on InTouch node.

[ISS Support Case] License Manager Inquiry

Client reached out inquiring about whether it was possible to save the license manager configuration in case the server crashes.

[ISS Support Case] OI Server Professional License

4 OI Servers with multiple instances are currently using standard licenses even though the licenses are available.

[ISS Support Case] Licenses cannot be acquired

Multiple nodes connecting to a license server are unable to acquire a license from the same license server