Trouble Shoot Form: Agent Item 001 (Failed to close application via the “Close Application” button)

Title Failed to close application via the “Close Application” button on the “Active Products” window
Category Agent and extensions
Date Mar 01, 2012
Handled by Rachel
Relevant Links (link to mantis item, docs, customer correspondence etc.)
Applies to license managers FLEXlm, FLEXera FLEXnet, IBM LUM, HASP, RLM, Sentinel RMS
Applies to license model Floating licenses, Network licenses, Concurrent licenses
Symptoms AutoCAD application was not closed after clicking the “Close Application” button on the “Active Products” window
Observed during investigation In the OpenLM Server log file: the server reports it “Could not find license id for product <product name>”.
Trouble shoot process 1. Create a role.
2. Assign all the necessary resources, that will allow viewing details, to the new role.
3. Add users as members of this role.
Solution Found (Found/Pending/Known Issue).

 

 

Symptoms

AutoCAD application was not closed after clicking the “Close Application” button on the “Active Products” window.

Some Background…

  • When required to shut down an application, EasyAdmin web application sends the “CloseApplication” request over to the OpenLM server.


  • The OpenLM server writes this Closure request to a table in the OpenLM database, and should receive a ‘Success’ response.


  • The Active Agent requests a periodic update in the “CycleInfo message”. It is informed it should shut down the application.


  • The OpenLM server then searches the look-up table in the database for a match between the required feature (Product) and a process name.


  • The problem is that process names tend to change. This causes the Agent not to recognize the process name, and the application fails to shut down.


Observed during investigation

Currently – there is no method of identifying this problem, other than inspecting the OpenLM Server logs. Please set the OpenLM Server logging level to ‘ALL’ , compress the entire log directory and send it to support@openlm.com.

Solution :

The solution to this issue is to update the OpenLM database, and fix the Look-up table so that the product would point to a correct process name.
This update is done through an XML file, which OpenLM needs to generate. This file should be run in the following way:

1. Get the XML file from OpenLM. Save it to a temporary directory.
2. On the OpenLM server configuration tool, select the ‘Advanced’ tab, and click the “Update products feature table” button. The  “Update products features” window opens.
3. Click the “Update from file” radio button, and type in the xml file with its full path.
4. Click the ‘Update’ button, ‘Apply’ and ‘restart server’.

See the following image for clarification.

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Trouble Shoot Form: EasyAdmin Item 001 (Unable to connect to EasyAdmin)

Title Unable to connect to EasyAdmin
Category EasyAdmin web application
Date Oct 11, 2011
Handled by
Relevant Links
Applies to license managers FLEXlm, FLEXnet, IBM LUM, HASP, RLM, Sentinel RMS
Applies to license model Floating licenses, Network licenses, Concurrent licenses
Symptoms Customer could not connect to EasyAdmin.
Observed during investigation
Trouble shoot process Check web server service running,
Check OpenLM server service running.
Solution Found (Found/Pending/Known Issue)
Other steps for troubleshooting

Symptom

The customer complained that he “Couldn’t connect to the EasyAdmin”. Attempting to open the EasyAdmin web application resulted in the following message box appearing on his screen:

In a similar case, the customer got a different notification:

 Troubleshoot process

This kind of issues is related to services that have stopped and are not currently active. The 1st thing to try is restarting the respective process.

1. Navigate to the windows services: Click Start → Control Panel → System and Security → Administrative Tools → Services. The “Services” window appears.

2. In the first case (“Couldn’t connect to host” message box), it may be an issue of the OpenLM Server service.

2a. Select that OpenLM Server service in the “Services” window.

2b. Right click the OpenLM Server service, and set it to restart – see image below.

2c. Restart the EasyAdmin web application.

3. If the 2nd type message box (“Please Check your Internet connection”) appeared, it may be an issue of the web server service. Restart your web server service (e.g.: LightTPD).

Other steps for troubleshooting:

If restarting the services does not work – here are some other things you may try:

  • Run the EasyAdmin application from the same computer as the OpenLM Server.

  • Make sure that any security components (Firewall) are not blocking communication to the EasyAdmin web application.

  • Temporarily stop the OpenLM Server and OpenLM Broker services. Open the task manager’s processes window. Make sure the computer is not held-up by any other process.

  • Still in the task manager’s processes window, look for the LightTpd process. If there are multiple processes with that name – kill them, and restart the LightTpd service on the services window.

  • Make sure the default HTTP listener port (7019) is kept open. Try a different port (e.g. 7020) on the lighttpd-inc.conf configuration file(C:\Program Files\OpenLM\OpenLM Server\WebServer) . Then restart LightTPD service.

  • Try connecting the proxy to the test page; Select the test page from the ‘Start’ menu (see below). Click the ‘Check’ button. An indication similar to that of the 2nd image below should appear.

  • Try a different web browser.

  • Try erasing the Proxy server logs. These are found in the following positions:

Win 7: C:\ProgramData\OpenLM

XP, Win 2003: C:\Documents and Settings\All Users\Application\OpenLM

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Trouble Shoot Form: OpenLM Server Item 001(Unable to upgrade OpenLM server version)

 

Title Unable to upgrade OpenLM server version
Category Installation
Date Nov 03, 2011
Handled by Rachel, Oren
Relevant Links
Applies to license managers FLEXlm, FLEXera FLEXnet, IBM LUM, HASP, RLM, Sentinel RMS
Applies to license model Floating licenses, Network licenses, Concurrent licenses, Node Locked
Symptoms “After upgrade, server configuration will not run”
Customer could not uninstall The OpenLM Server module, due to lacking permissions.
Observed during investigation Customer could not uninstall The OpenLM Server module.
OpenLM Server Service was not uninstalled.
Trouble shoot process Uninstall and reinstall the OpenLM Server Service manually.
Solution Found (Found/Pending/Known Issue)

Symptom

The customer complained that after upgrading the OpenLM server, the server configuration form would not open.

Observed during investigation

The customer could not uninstall the OpenLM server module. Although being set as an administrator with administrative privileges, he was denied the ability to uninstall the OpenLM server service.

Solution

1. Back up the Database.
2. Uninstall the OpenLM server service, using a CMD file:

  • Compile a CMD file (e.g.: myUninstallFile.cmd) from the following code.
  • Run the CMD file as an administrator: Either from a command line, or Right-click on its icon, and choose to run it as an administrator.

// Stop the OpenLM Server service
net stop “OpenLM Server”
// Uninstall the OpenLM Server Service
“C:\Windows\Microsoft.NET\Framework\v4.0.30319\installutil.exe” /u “C:\Program Files\OpenLM\OpenLM Server\bin\OpenLM_Server.exe”
// Wait for the user to click any key
pause

3. Uninstall the OpenLM Server Using the Windows Control Panel.

Note: The OpenLM server service may be reinstalled using a CMD file in a similar manner to that of the uninstallment process:

  • Compile a CMD file (e.g.: myReinstallFile.cmd) from the following code.
  • Run the CMD file as an administrator: Either from a command line, or Right-click on its icon, and choose to run it as an administrator.

// Reinstall the OpenLM Server Service
“C:\Windows\Microsoft.NET\Framework\v4.0.30319\installutil.exe” “C:\Program Files\OpenLM\OpenLM Server\bin\OpenLM_Server.exe”
// Wait for the user to click any key
pause

4. Restart the OpenLM server service.

5. Download and run the latest OpenLM server version (MSI file)

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