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

If you use LoadComplete with a Floating User license, and your License Manager PC, where the license is hosted, is not currently available and LoadComplete is not able to find another license in your network, LoadComplete will display an error message. This can happen if, for example, the License Manager PC is down or if it does not allow your computer to access the license.

To resolve the problem, follow the recommendations provided in the Fixing Typical Issues With Floating User Licenses topic, and then try to launch LoadComplete once again.

The following table summarizes typical causes of the problem and explains how to resolve it:

Possible Cause Solution

There is no network connection between your computer and the License Manager PC.

There must be a network connection between your computer and the License Manager PC in order for LoadComplete to perform the license check. To check if your computer can connect to the License Manager PC, ensure that the network cable is plugged into your computer, open a Command Prompt window and run the following command:

ping <license_manager_pc_name_or_IP>

If the License Manager PC cannot be found, if there are no replies from it or if the ping requests timed out, this may indicate problems with the network connection. In this case, contact your system administrator for assistance.

The licensing service is not running on the License Manager PC.

The License Manager PC uses the Sentinel HASP License Manager service to manage and verify license information. If this service is stopped or is not running properly on the License Manager PC, you will not be able to start LoadComplete on your computer.

To ensure that the licensing service is running, follow the steps below. (If you do not have access to the License Manager PC, ask your system administrator to perform these actions.)

  • On the License Manager PC, open the Control Panel | Administrative Tools | Services applet.

  • Locate the Sentinel HASP License Manager service in the list.

  • Right-click the service and select Start or Restart from the context menu.

If the service does not start or if it is not on the list, reinstall License Manager on the License Manager PC.

Once this service is running on the License Manager PC, you can open LoadComplete on your computer.

If the problem remains, contact SmartBear Support for assistance.

An error occurred while connecting to the licensing service on the License Manager PC.

To resolve the problem, try using the Licensing Troubleshooter on our web site. It will also help you collect information needed to submit a request to the SmartBear Support Team.

When submitting the request, please specify the exact error message you see. To get it, click the header of the message box and press Ctrl+C.

See Also

Technical Support

Highlight search results