Troubleshooting

License server is unreachable from the client side

If the following messages are displayed on the client:

Failed to request license for XXX (version: 13 or higher)
Error: Failed to contact license server
License server configuration file path:
  C:\ProgramData\DassaultSystemes\Licenses\DSLicSrv.txt (default path)
List of declared servers:
  [01/01]icaix8plp:2001 KO: Cannot connect to license server
(computer not reached or License Server not running)

and:

Error when connecting to ENOVIA V6:
Connection to Provider PLM1.
Cannot load client licenses.
Unable to initialize the client licenses.
Check license access with your administrator.
Check information in Options panel.
Do you want to start its Options panel?

the license server is unreachable from the client side.

Invalid license server level

If the following message is displayed on the client:

Failed to request license for XXX (version: 13 or higher)
Error: Invalid license server level
License server configuration file path:
  C:\ProgramData\DassaultSystemes\Licenses\DSLicSrv.txt (default path)
List of declared servers:
  [01/01]icaix8plp:2001 KO: Unsupported license server version.
DSLS V6R2014 or higher is required.

Connection to a server

If the following messages are displayed on the client:

Error when connecting to ENOVIA V6:
Connection to Provider PLM1.
Cannot load client licenses.
Unable to initialize the client licenses.
Check license access with your administrator.
Check information in Options panel.
Do you want to start its Options panel?

and:

Failed to request license for XXX
User s19 is already logged onto machine S1964WIN7PLP

You can retry after logging off the other machine or continue working
on the other machine

you must still be connected from another workstation.

Reservation of licenses by the client (1)

If the following messages are displayed on the client:

Error when connecting to ENOVIA V6:
Connection to Provider PLM1.
Cannot load client licenses.
Unable to initialize the client licenses.
Check license access with your administrator.
Check information in Options panel.
Do you want to start its Options panel?

and:

Failed to request license for XXX (version: 13 or higher)
Error: License not found
License server configuration file path:
  C:\ProgramData\DassaultSystemes\Licenses\DSLicSrv.txt (default path)
List of declared servers:
  [01/01]icaix8plp:2001 OK: License Server running)

the client session fails because a license for one product is missing.

Licenses for prerequisites not present

If a message like the following is displayed:

'MES-Mechanical & Shape Designer' cannot be used because of 
unauthorized prerequisite ('CNV- Collaborative Innovation Extended' (VCN))

this means, in this example, that the unauthorized prerequisite is VCN: the native app requires the prerequisite VCN (which cannot be ordered) and which is authorized in turn by CNV- Collaborative Innovation Extended.

In this case, acquiring the CNV- Collaborative Innovation Extended license solves the problem.

During the session

The 3DEXPERIENCE desktop client regularly checks that the license still exists on the license server. If the check fails, the session terminates and the following messages are displayed on the client:

Failed to request license for TOL (version: 13 or higher)
DSLS error: Failed to contact license server
License server configuration file path:
  C:\ProgramData\DassaultSystemes\Licenses\DSLicSrv.txt (default path)
List of declared servers:
  [01/01]icaix8plp:2001 KO: Unable to connect to license server
(computer not reached or invalid port of License Server 
not running)

and:

Failed to check 2 license(s)
The session functionalities (except save and exit commands) will be
unavailable after the next 5 unsuccessful attempts
Saving open documents is strongly recommended

License server is unreachable from the server side

If the following messages are displayed:

Error when connecting to ENOVIA V6
Authentication failed when attemtping to log onto the ENOVIA V6
Server "icaix5plp:8050" with rootURI "enovia"

Server reason:
The server cannot obtain the license for user 'nuq' due to the following
errors.
License 'IFW' not available on license server(s)

Do you want to start its Options panel?

and:

Login failed: "License(s) does not exist on license server.
Please get the license(s)

the license server is unreachable from the server side.

Invalid license server level

If the following message is displayed:

The License Server is out of date for the
current software release. 

Please contact your Administrator to have this corrected.

Reservation of licenses by the server

If a license for one product is missing, the server session fails and the following message is displayed:

Cannot get list of security contexts on server icaix5plp

Server reason:
The server cannot obtain the license for user 'iz5' due to the following
errors.
License 'ENG' not available on license server(s)

Only one License Administration Tool instance has full administration access

Several License Administration Tool instances can be connected simultaneously to the same license server. If the following message is displayed:

Restricted connection on srvlicit01dsy, some operations are not permitted;
1874dsc.dsone.3ds.com/10.150.28.174 has full access

it is because only one License Administration Tool instance can have full administration access to the license server: either the local License Administration Tool or the first one that connects to the license server remotely.

No error message is displayed during offline extraction if it is disabled by License Server

If you disable offline extraction of licenses on the DS License Server, then launch the Local Key Management tool on the client, log onto the 3DEXPERIENCE platform then attempt to extract an offline license, the following message is displayed:

Native App Assigned Licenses have not been extracted. No available licenses.

which does not explicitly state that offline extraction has been disabled.

From the extraction point of view, the error message means that there are no available licenses: there may be several servers declared, and the error may not be conditioned by only the server that has restricted offline extraction.

We recommend that you consult the license server status using the Local Key Management tool.