• A User may get the following message when opening a pre-XM software:
"No Response from the License Server. Unable to query for a license".
• The first thing to do is to check whether the Gateway has been installed and activated correctly.
-Ask user to go to the machine where the Gateway has been installed.
-User needs to open the License Management Tool by one of the methods below:
-From MicroStation/PowerDraft: Open any file, then go to Utilities > License Management Tool
-From Windows Start Icon > Programs > Bentley > Name of Bentley software > License Management Tool
-Or search the file licensetool.exe
-Check the Activation Status for the Gateway
-For new versions: License Management tool > Activation Status tab
-On older versions: License Management tools > Tools > Activation Status
-The status should be "Activated"
-If status is not activated, go through steps listed in SELECT Activation process for pre-XM products
• Then check whether the Gateway service is started. Ask user to do the following:
-Go to Windows Start Icon > Settings > Control Panel > Administrative Tools > Services
-A new window will open, scroll down until you see Bentley SELECTserver Gateway
-The status should be Started, and the Status Type: Automatic
-If the Gateway Service is not started, right-click on it and select Start
-The service should now be working correctly
Note: If you get the following message "Error 1067: The process terminated unexpectedly" when you are trying to start the Gateway, go to Gateway Troubleshooting page
• If the Gateway has been activated correctly, and the Gateway Service has started, the problem might be related to the pointer file (License file which points the software towards the Gateway)
• It is often helpful to do a remote session with the user, to confirm the name and version of the software, check where it has been installed, or see if there are several installations of the same product
• The License file (pointer file) should be in the "Licensing" folder for the appropriate software, and have only one line of text within it:
-SERVER=localhost (if the Gateway is installed on same machine as MicroStation)
-SERVER=servername (if the gateway is installed on a server machine. Just replace servername by the actual name of the server)
•Check for the following common mistakes:
-*.lic file has been deleted or saved in wrong place
•Ask user where he has saved his *.lic file.
If he does not know, do a search for the missing *.lic file
•Then move the *.lic file back to the correct Licensing folder for the software, for example:
C://Program Files/Bentley/Program/Licensing/msv8.lic
•A list of default locations is available here:
http://communities.bentley.com/products/licensing/w/licensing__wiki/license-file-names-tn.aspx
•If *.lic file is not retrievable, you can simply create a new one in Notepad
-Name of *.lic file is incorrect
License file names are software specific, for example, you cannot use a PowerDraft draftv8.lic file for MicroStation.
You cannot modify the name of the file.
•Check that the *.lic file name is correct, if necessary, change file name back.
•Check that the license corresponds with the name and version of the software installed.
•The list of file names for each software is available here:
http://communities.bentley.com/products/licensing/w/licensing__wiki/license-file-names-tn.aspx
-Several *.lic files in Licensing folder
There should only ever be ONE *.lic file in the Licensing folder for Bentley software.
•Check that there is only one *.lic file in the Licensing folder.
•If there are several, remove the oldest one and only leave the most recent *.lic file.
1.SELECT Activation process for XM and V8i products (versions 08.09.xx.xx and up)
2.SELECT Activation process for pre-XM products (versions 08.05.xx.xx and lower)
3.SELECT Activation process for a machine NOT connected to the internet
4.Software is in "Disabled" mode (15 minute mode)
5.Software is in "Trial" mode (30 day trial)
6.Software is in "Offline" mode
7.Software is in "Expired" mode
8.Pre-XM version via Gateway opens in trial mode (Gateway problems)
9.User is using an incorrect activation key
10.Checked out license has expired / will expire in 30 days
11.License is checked out to a machine that has crashed
12.Moving a checked out license from one computer to another
13.Activation is being attempted for wrong product
14.Activation key has not been received / has been lost
15.Activation key is faulty
16.Computer cannot communicate correctly with Bentley server (Activation Key does not verify)
17.Incorrect activation entry to the Registry
18.User wants list of licenses associated to his/her account
19.Additional notes