Troubleshooting

If this problem occurs:

• On the client, run the DSCheckLS tool to get the results of certain automatic checks.
• Check that client and server have an absolute time difference lower than one hour (whatever the time zones, which are ignored). A warning message Incompatible clock setting can be found in the server log in such a case.
• Check that the .txt extension is not duplicated for the DSLicSrv.txt file on a Windows client:
  
  

  This type of issue can occur when your Windows explorer is configured to Hide extensions for known file types.

• Check that the DSLicSrv.txt file is at least in read access for everyone on the client.
• Check that the server is declared in the DSLicSrv.txt file with a full qualified domain name if your network settings require it.
• Check that the DSLS_CONFIG environment variable has not been set on the client, or has been set to an appropriate value.
• Check that the C:\Windows\System32\drivers\etc\hosts file on a Windows client, or /etc/hosts file on a Linux client, does not contain a configuration preventing server access.
• Check that the license server version is able to serve the client application version. A simple rule is that the latest server version should be always installed, because it's compatible with all existing supported client application versions. The latest license server version can be downloaded from here:

  https://www.3ds.com/support/documentation/resource-library/single/dassault-systemes-license-server-and-license-keys

• Check that the proxy settings declared in the Windows Internet Options of the Windows client do not prevent server access.
• Check that the client firewall, server firewall, network equipment and security software are properly configured. The TCP (HTTPS) protocol must be allowed from client to server typically on port 4085, or another port number if your server is configured to listen to a non-default port number.

The DS License Server communication protocol is based on HTTPS. By default, the license client on Windows uses the Microsoft implementation of this protocol, WinInet, which is part of the Microsoft Internet Explorer browser.

By default, the Microsoft implementation of the HTTPS protocol needs to contact Microsoft servers to check SSL certificate revocation. These servers are the same as the ones accessed by Windows Update.

When the Windows client computer cannot access the Microsoft servers, a typical 15s timeout occurs before the communication between the license client and license server takes place.

In this type of case, the server log contains Duration of message exceeds threshold messages with the IP address of the client.

There are several workarounds to this issue:

• Either, allow the Windows client to access the Microsoft servers used by Windows Update
• Or, switch from the Microsoft implementation of HTTPS protocol to the OpenSSL implementation. This can be done by setting the following environment variable in the Windows client environment: DSY_DISABLE_WININET=TRUE. However a drawback exists when this variable is set: forward proxies (declared in Windows Internet Options) are not taken into account.
• Or, turn off Automatic Root Certificates Update on the client. To do so:
  1. Run the Local Group Policy Editor on client (if you don't know what Windows group policy is, it's better not to follow this workaround).
  2. Go to Computer Configuration - Administrative Templates - System - Internet Communication Management - Internet Communication Settings.
  3. Set Turn off Automatic Root Certificates Update to Enabled.

     WARNING: SETTING THIS PARAMETER TO ENABLED IS A SECURITY RISK IF THE CLIENT COMPUTER IS OR WILL BE CONNECTED TO THE INTERNET

Reduce the number of lines declared in the DSLicSrv.txt file. To ensure that an already granted license can be granted to and shared by a new session, all logical servers declared are contacted at startup, not only the first one. So less lines means less time spent to contact license servers.

If your DNS server takes a long time to respond, declare the license server(s) in the DSLicSrv.txt file by using IP adresses instead of hostnames.

• Check that the process does not run in remote mode, such as Remote Desktop on Windows or by exporting DISPLAY on Linux. When running in remote mode, nodelock and offline licenses are not taken into account.
• Check that the process does not run in a virtual machine. When running in a virtual machine, nodelock and offline licenses are not taken into account.
• Check that your backup software is configured to not backup .LIC files located in C:\Program Files\DassaultSystemes\Licenses, and that your security software is configured to not scan the same files.

If starting the DS License Server or the License Administration Tool takes a long time, check that the number of files in your temporary directory is reasonable (less than 10,000).

Here are typical temporary directories to check:

• C:\Windows\Temp
• %USERPROFILE%\AppData\Local\Temp
• /tmp
• /var/tmp

By default, a licensing client waits 12 seconds before considering a license server is down or unreachable. You can decrease or increase this value by setting the following environment variable on the licensing client side:

DSL_CONNECT_TIMEOUT

For example, setting:

DSL_CONNECT_TIMEOUT=3

means the licensing client waits three seconds for the license server reply.

When one of the three members of a DS License Server failover is down, logon may take longer than usual. This may be due to an inappropriate configuration of TCP parameters on the Linux computer hosting the 3DSpace Service.

On Linux, check that the tcp_syn_retries parameter value is not too high.

These parameters are managed at operating system level. This means that all running processes will benefit from the changes and not only the 3DSpace Service. Decreasing their value will not only reduce the logon time when a DS License Server failover member is down, but also will potentially not leave enough time to another server for responding. For example, a bad consequence could be that the 3DSpace Service is no longer able to contact a database server or that a third party application is no longer able to contact another server.

Ask your system administrator and your network administrator before modifying such parameters.