Applies to LoadComplete 4.97, last modified on May 20, 2019

When you launch LoadComplete, it searches for an active license on your local computer and in the network. If LoadComplete fails to find license information, it will show an error message.

This topic describes possible reasons that may cause problems with Floating User licenses and the ways to fix them:

The License Is Not Activated on the License Manager PC

To check whether the needed license is activated:

  1. On your LoadComplete workstation, navigate to the following URL —

    http://localhost:1947/_int_/products.html

    This will open the web interface of your License Manager.

  2. Find your Floating User license on the list:

    List of available licenses

    Click the image to enlarge it.

If the license is not on the list, it is either because the license is not activated, or because your LoadComplete workstation cannot access the License Manager PC.

To learn how to activate a Floating User license, see —

Activating Floating User Licenses

To learn how to fix issues preventing your LoadComplete workstation from accessing the license, see below.

The Sentinel LDK License Manager Service Is Not Running

Make sure that the service is running both on your LoadComplete workstation and on your License Manager PC:

  1. On your LoadComplete workstation, open Control Panel | Administrative Tools | Services.

  2. Check whether the Sentinel LDK License Manager service is on the list and that the service is running:

    The Sentinel LDK License Manager service in the service list

    Click the image to enlarge it.

  3. If the service is not running, start it.

  4. If the service does not start, reinstall LoadComplete and try again.

  5. Log in to your License Manager PC and check whether the Sentinel LDK License Manager service is running on it.

  6. If the service is not running, start it.

  7. If the service does not start, reinstall the License Manager utility and try again.

Your LoadComplete Workstation Cannot Access Your License Manager PC

Your License Manager PC or Your LoadComplete Workstation Does Not Have a Functioning Network Connection

  1. Check whether the network cable is connected to your computer.

  2. If you are launching LoadComplete on a virtual machine, check whether this machine has a network card and that its host computer is connected to the network.

  3. Make sure that your computer can access the License Manager PC. For instance, you can “ping” this PC.

  4. Perform the same actions with the License Manager PC.

Your Firewall or Proxy Denies Traffic Between Your LoadComplete Workstation and Your License Manager PC

The Sentinel LDK License Manager service uses the TCP and UDP protocols and port 1947 to transfer data. Make sure that the firewalls or proxies running on your computer and local network do not block these protocols and port. Ask your network administrator for help with configuring the firewall or proxy settings, if needed.

To check whether your LoadComplete workstation can access your License Manager PC through your firewall or proxy:

  1. Log in to your License Manager PC.

    Navigate to the following URL to access License Manager settings —

    http://localhost:1947/_int_/config.html

  2. Enable the Allow Remote Access to ACC option:

    Enabling remote access on the License Manager PC

    Click the image to enlarge it.

  3. On your LoadComplete workstation, navigate to the following URL —

    http://<License_Manager_PC>:1947/

    Where <License_Manager_PC> is the network name or IP address of your License Manager PC.

If the web interface of your License Manager is not available, most likely your firewall or proxy server blocks traffic between your LoadComplete workstation and License Manager PC. Contact your system administrator for assistance.

Your Network Denies Broadcast Requests

By default, to find the License Manager PC, LoadComplete instances use broadcast requests. This type of request may not work in a certain type of networks. For example, they will not work if the License Manager PC is outside of the local network, in which your LoadComplete workstation resides. These requests also may not function in Virtual Private Networks that are configured in a certain way.

On your LoadComplete workstation, specify the License Manager PC, to which the LoadComplete instance will connect, explicitly:

  1. On your LoadComplete workstation, navigate to the following URL to access License Manager settings

    http://localhost:1947/_int_/config.html

  2. Switch to the Access to Remote License Managers tabbed page.

  3. In the Specify Search Parameters text box, enter the computer name or IP address of the License Manager computer:

    Specifying the License Manager PC where the license is activated

    Click the image to enlarge it.

    If you are using a VPN, enter the IP address as you see it in your network. See also Using LoadComplete in Virtual Private Networks.

    If the License Manager PC is outside of the local network, in which the LoadComplete workstation resides, then specify the static external IP address of the License Manager computer (see also Using LoadComplete in WAN).

  4. Click Submit to apply your changes. Then, try to launch LoadComplete again.

License Manager Settings Deny Access From Your Current User Account

  1. Log in to the License Manager PC.

  2. Navigate to the following URL to access the License Manager settings:

    http://localhost:1947/_int_/config.html

  3. Switch to the Users tab page.

  4. Examine the User Restrictions rules and remove any deny rules that include the needed user name, or add the allow rule for this user name:

    Specifying user restrictions

    Click the image to enlarge it.

    See Specifying Users Who May Connect to License Manager.

You Have Exceeded the Maximum Number of Allowed LoadComplete Instances

A Floating User license allows running multiple instances of LoadComplete on multiple workstations. The license key specifies the maximum number of concurrent instances.

If all available instances are currently in use, LoadComplete will fail to start. To resolve the problem:

  • Wait until another user finishes working with LoadComplete.

— or —

  • Close LoadComplete instances that are not currently in use.

If None Of These Helps

To resolve licensing problems, you can use the Licensing Troubleshooter on our web site:

Licensing Troubleshooter

The troubleshooter will also help you collect information and submit a request to the SmartBear Support Team.

See Also

Troubleshooting
Fixing Typical Issues With Node-Locked Licenses
LoadComplete License Types

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