PIPENET®

PIPENET VISION™

FLEXlm Licensing – Additional Troubleshooting

PIPENET® and PIPENET VISION are registered trademarks of Sunrise Systems

Limited. All other names and services mentioned in this manual that are
trademarks, registered trademarks, or service marks, are the property of their
respective owners.

©SUNRISE SYSTEMS LIMITED, 2017

Contents
1. Troubleshooting ........................................................................................................................................ 3
2. FLEXlm Server ............................................................................................................................................ 4
2.1 FLEXlm Server .................................................................................................................................... 4
2.2 FLEXlm Using the Host MAC Address ................................................................................................ 4
2.3 FLEXlm Using a HASP USB Security Key ............................................................................................. 4
2.4 The Licence File.................................................................................................................................. 5
2.5 The Correct FLEXlm Version .............................................................................................................. 5
2.6 Checking the Correct Server Name and Host ID................................................................................ 5
2.7 Checking the Installation of the HASP Security Drivers ..................................................................... 6
2.8 Checking the Licence Server is Running ............................................................................................ 6
2.9 Firewalls ............................................................................................................................................. 6
2.10 Multiple Domains .............................................................................................................................. 6
2.11 Data Execution Prevention (DEP) Considerations ............................................................................. 7
2.12 The Debug Log File............................................................................................................................. 7
2.13 Check Summary ................................................................................................................................. 7
3. Client Computers ....................................................................................................................................... 8
3.1 Check Summary ................................................................................................................................. 9
4. Common Error Messages ........................................................................................................................ 10
4.1 Licence Manager Errors -2, -8, -11, -13, -16: ................................................................................... 10
4.2 Licence Manager Error -3: Cannot connect to licence server ......................................................... 10
4.3 Licence Manager Error -4: licensed number of users already reached ........................................... 10
4.4 Licence Manager Error -5: No such feature exists........................................................................... 10
4.5 Licence Manager Error -9: Invalid host............................................................................................ 10
4.6 Licence Manager Error -10: Feature has expired ............................................................................ 10
4.7 Licence Manager Error -12: Invalid returned data from server ...................................................... 11
4.8 Licence Manager Error -14: Cannot find server .............................................................................. 11
4.9 Licence Manager Error -15: Cannot connect to Licence server....................................................... 11
4.10 Licence Manager Error -18: Licence server does not support this feature ..................................... 11
4.11 Licence Manager Error -31: Feature not yet available .................................................................... 11
4.12 Licence Manager Error -44: Security error ...................................................................................... 11
4.13 Licence Manager Error -88: Licence checkout failed ....................................................................... 12
4.14 Licence Manager Error -92: Feature removed during lmreread, or wrong server line hostid ........ 12
4.15 Licence Manager Error -96: Checkout failed Server node is down or not responding ................... 12
4.16 Licence Manager Error -97: The desired vendor daemon (sunrise.exe) is down ............................ 13
5. Common Debug Log File Messages ......................................................................................................... 14

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 5.1 Retrying socket bind ........................................................................................................................ 14
5.2 License manager: can't initialize: Error -1: Cannot find license file................................................. 14
5.3 Invalid license key Error -8: inconsistent encryption code .............................................................. 14
5.4 Multiple sunrise servers running ..................................................................................................... 14
5.5 Cannot find SERVER hostname in the network database Error -14? .............................................. 14
5.6 Can't get hostid of type 1001 [] ....................................................................................................... 14

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1. Troubleshooting
To function, a FLEXlm environment involves correct configuration of the licence server and one or more
client computers. The following information is supplied as supplementary material to that provided in the
installation guide and may assist in resolving installation issues.

There are some issues that cannot be covered here, such as issues arising out of the customer's network
configuration, firewalls, multiple domains and TCP port restrictions for example. For these issues the
customer should refer to the FLEXlm end user guide supplied on the PIPENET Installation CD. Additional
information may be available from the Flexera website www.flexerasoftware.com.

In general Sunrise Systems will only recommend changing the licence file by editing the server name on the
SERVER line. Other changes are possible, for example changing port numbers, daemon names, etc. If other
changes are made then it may be difficult to resolve any issues arising, since Sunrise Systems is usually
unable to visit client premises. Therefore the additional information provided in this document should only
be used by distributors and clients with knowledge of Windows and network administration.

Since PIPENET is a Windows program it is naturally assumed that client computers are running some
version of a Windows operating system. The licence server should also be running a Windows operating
system.

Before proceeding further please ensure that you have the current version of the
PIPENET installation CD. Attempting to use an older version of this CD may result in
failures. The current the version number of the CD is SSL/MC/0015/16.

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2. FLEXlm Server

2.1 FLEXlm Server

The FLEXlm server refers to the computer that is running the FLEXlm programs and where the licence file(s)
is/are stored. The FLEXlm server can be any Windows computer in the customer network, it does not have
to be a server in the context of being a Windows or UNIX server.

No part of FLEXlm requires root services and we would recommend that lmgrd.exe is run as a non-
privileged user.

There are four or five main components to the successful installation of a FLEXlm server:

1. An encrypted licence file supplied by Sunrise Systems. Instructions for obtaining this licence
file are provided in the installation guide.
2. The FLEXlm licence manager daemon program lmgrd.exe, supplied in the Licensing
directory on the PIPENET Installation CD. This program is common to all products that are
licensed using FLEXlm.
3. The Sunrise Systems vendor daemon sunrise.exe. This program is specific to PIPENET
licensed products.
4. An encrypt/decrypt key to be used by the lmgrd.exe program for decrypting the licence file.
5. Depending on the source of the encrypt/decrypt key to be used for decrypting the licence
file, a HASP security key and its associated drivers may be required. The source of the
encrypt/decrypt key will either be the Ethernet MAC address of the host computer or a
HASP USB security key supplied by Sunrise Systems.

2.2 FLEXlm Using the Host MAC Address

Usually FLEXlm licensed products will use the Ethernet MAC address of the host computer as part of the
encrypt/decrypt key. Sunrise Systems have used this method in the past, and may continue to use it for
short-term evaluation licences. One problem with this approach is that if the customer wishes to move the
FLEXlm server to another computer a new licence file is required and this can only be obtained from
Sunrise Systems.

FLEXlm will detect multiple Ethernet cards on the host computer, any of these may be used as the hostid,
preferably the first in the list of cards.

2.3 FLEXlm Using a HASP USB Security Key

Sunrise Systems now use an alternative source for the encrypt/decrypt key, one stored in a HASP USB
security key, such as is used for licensing PIPENET on single computers. The licence file is obtained from
Sunrise Systems in the same way, but it will be encrypted using an encrypt/decrypt key stored in the HASP
key. The HASP security key and its associated drivers must be installed on the same host computer as the
FLEXlm server. Instructions for achieving this are provided in the user installation guide. The main
advantage of this approach is that the customer can move the FLEXlm server to another computer simply
by installing the FLEXlm server software, the licence file and the HASP security key on the new computer, it
is only necessary to change the server name on the first line of the licence file. The licence file is a simple
text file that can be edited using Windows Notepad for example. A typical first line would appear as:

SERVER MYSERVER SunHostid=29D2E4D060FC9BE97C433B54AC6C

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where the server name is MYSERVER. Do not attempt to edit any other contents of this file, since this will
almost certainly render the file unusable.

It is important to note that the HASP security key only exists to provide the
encrypt/decrypt key in place of a MAC address, it does not include any licensing
information.

2.4 The Licence File

It is usual for a single read-only copy of the licence file to be accessible from all client computers. However,
some FLEXlm environments may be set-up with each client having their own copy of the licence file. This is
perfectly valid except that care must be taken to ensure that customer copies are updated at the same
time.

2.5 The Correct FLEXlm Version

Up to and including version 1.9.0 of PIPENET VISION, the supplied FLEXlm programs and the Sunrise vendor
daemon correspond to FLEXlm version 11.6. If a user has other FLEXlm licensed programs then they may
have a later version of FLEXlm already installed and this could lead to incompatibility programs. If this is a
problem then the most recent (as of the date of this document) version of the FLEXlm utilities and the
Sunrise vendor daemon can be found in the FlexLm 11.14 directory on the second network CD-ROM.
However, the following should be noted:

 Versions of PIPENET VISION older than version 1.9.0 will work with FLEXlm 11.14 installed
on the server,
 PIPENET VISION 1.9.0 will not work with older versions of FLEXlm.

2.6 Checking the Correct Server Name and Host ID

If FLEXlm licensing is based on the use of the Host MAC address then the server name and MAC address can
be checked using the LMTOOLS utility provided on the second network CD. Run LMTOOLS, select the
System Settings tab and the host information will be displayed.

The server name and MAC address can be checked with that found on the first line of the licence file. If
they do not agree, then the server name can be changed but not the MAC address. If the MAC address is

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incorrect please notify Sunrise systems by email to licensing@sunrise-sys.com, attaching a copy of the
licence file.

If FLEXlm licensing is based on the use of a HASP security key then only the information that is relevant is
the server name and this can be inspected or changed as specified above. The licence file is generated
automatically by Sunrise Systems and it is extremely unlikely that the encrypt/decrypt key stored in the
security key differs from that used to produce the licence file.

Note that server names should not contain spaces or the '.' (stop) character, otherwise
the server name and host id on the SERVER line of the licence file will not be correctly
recognized.

2.7 Checking the Installation of the HASP Security Drivers

If FLEXlm licensing is being used with a HASP security key it is essential that the key is fitted to the FLEXlm
server and that the key drivers are correctly installed.

The HASP security key drivers must be installed on the FLEXlm licence server machine. Installation of the
key drivers is achieved by running HASPUserSetup.exe found in the Licensing\keydriver directory of the
PIPENET Installation CD.

Documentation for the HASP key driver installer can be found in readme.html in the same directory.

2.8 Checking the Licence Server is Running

Use LMTOOLS and the Server Status tab to check if the server is operational and that the licence file is
being accessed. Selecting the Perform Status Enquiry will display the server and licence status.

2.9 Firewalls
If your site has an Internet firewall you should specify the TCP port number to be used by the program
sunrise.exe. This is the FLEXlm vendor daemon installed on the license server computer and used to
communicate with each PIPENET application. The port number can be any unused port number in the
range 1025 – 48000.

An alternative port number is specified in the licence file on the VENDOR line as

VENDOR sunrise port=xxxxx

Please refer to the end-use guide for further information on port numbers and network issues.

Port numbers in use can be checked using the netstat command.

2.10 Multiple Domains

FLEXlm can be used successfully in situations where there are multiple domains, with the FLEXlm server and
one or more client computers being in different domains. Refer to the end-user guide for further
information, as this will require knowledge of networking. Essentially you will need to ensure that:

 A fully qualified host name is provided on the SERVER line of the license file.
 All client computers, as well as the server node, are able to connect to the host – for
example by using 'telnet' to the fully-qualified host name.

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2.11 Data Execution Prevention (DEP) Considerations
Data Execution Prevention (DEP) is a set of hardware and software technologies that perform additional
checks on memory to help prevent malicious code from running on a system. In Microsoft Windows XP
Service Pack 2 (SP2), DEP is enforced by hardware and by software.

The presence of this technology can create problems in that the vendor daemon (sunrise.exe) and the
FLEXlm daemon (lmgrd.exe) can cause DEP to activate and result in a failure as the service is loaded. The
way around this problem is to add lmgrd and sunrise to the list of DEP exceptions – see the performance
option settings below.

Typically, DEP related problems will manifest themselves as issues with invalid licence key messages (as
reported in the log file).

2.12 The Debug Log File

The log file may provide useful information on failures and can be found in the location specified during the
installation, specifically in the Config Services section of LMTOOLS. In the event of any failures this file
should be emailed with any supporting information to licensing@sunrise-sys.com. See section 5 for details
of some common error messages to be found in this file.

2.13 Check Summary

1. The necessary programs are installed on the host computer according to the installation
instructions.
2. The Sunrise Daemon sunrise.exe is in the same directory as the lmgrd.exe file. It can be in
another directory but this requires changes to the VENDOR line in the licence file – refer to
the FLEXlm end-user guide for further information.
3. The licence file is installed on the host computer and has the correct server name.
4. The licence file resides in a directory accessible to client computers.

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 5. Issues with port numbers and firewalls have been resolved (see section 2.7)
6. LMTOOLS has been correctly configured (Config Services tab) to point to the correct file
locations.
7. The Licence server is running – the server is started using LMTOOLS and the Start/Stop
Reread tab.
8. Licences are available – use LMTOOLS and the Server Status tab to display the status of the
server and the licences.
9. Check that network connection between the client computer and the FLEXlm server
computer. A simple approach is to use the ping hostname command from the client
computer to check connection to the licence server.
10. Confirm that the licences available (LMTOOLS – Server Status tab) agree with what is
expected. Occasionally the person installing the software will not be aware of which
PIPENET modules are licensed and may attempt to perform a test using a module for which
no licence is available.

3. Client Computers
In addition to installing the PIPENET software on a client computer, the NetUtil utility must be run.

Each client computer must be configured so that it can find the licence file – this is
achieved using the NetUtil utility provided on the second Network CD.

Running this utility displays:

Specify the host name or IP address of the FLEXlm licence server in the form shown above, and select OK.
The information is stored in the Windows System Registry at the locations:

HKEY_CURRENT_USER\Software\Sunrise – PIPENET\PIPENET\Settings-
Paths

HKEY_CURRENT_USER\Software\FLEXlm License Manager

Note the FLEXlm license directory field may not be blank. If the directory specified is incorrect then one of
the following will occur when an attempt is made to run a PIPENET module:

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 1. If there are other FLEXlm licensed products on the workstation and the directory where the
licenses for these programs is stored is the same as that for PIPENET then the module
should run using information contained in the System Registry or:
2. The execution of PIPENET will stop at the point it attempts to obtain the license and you
will be prompted to supply the name of either the FLEXlm license server or the license
directory ─ this information should be supplied by the customer's IT department.

Note that the customer name field has no relevance to FLEXlm licensing.

Note that the location of the licence file may be on a shared drive, so that every client computer has read-
only access to the file. It is also possible for each client to have their own copy of the file, but doing this
could result in licence files becoming out of step.

3.1 Check Summary

1. Confirm that NetUtil has been run and correctly configured to use FLEXlm licensing and
that the reference to the licence file is correct.
2. Confirm that the licences available (LMTOOLS – Server Status tab) agree with what is
expected. Occasionally the person installing the software will not be aware of which
PIPENET modules are licensed and may attempt to perform a test using a module for which
no licence is available.
3. Check that the client computer can access the licence file
4. Check that licences are available; it is possible that the maximum concurrent users count
has been reached and no more licences are available.
5. Check that no local Sunrise systems security key is fitted to the client computer. If it is, then
PIPENET will attempt to use the key and ignore FLEXlm licensing.

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4. Common Error Messages
A complete list of error messages is provided in the end-user guide, however, the following are the most
common that are likely to occur when using PIPENET.

Error message numbers are made up from a negative number followed by a positive number of the form -
mmm, nnn - we are only interested in the negative number.

4.1 Licence Manager Errors -2, -8, -11, -13, -16:

All of these errors point to a corrupted, incorrectly edited, or otherwise invalid, licence file – send a copy of
the licence file together with any supporting information to licensing@sunrise-sys.com. Supporting
information should include the name of your server and a copy of the FLEXlm log file.

4.2 Licence Manager Error -3: Cannot connect to licence server

This error can occur if the SERVER line in your License File is incorrect or missing. Also check if there are
multiple vendor daemons (sunrise.exe) running on the server. If there are, stop the licence manager, kill the
vendor daemon processes and restart the licence manager. The presence of multiple vendor daemons can
be confirmed by inspecting the FLEXlm log file and seeing if the message “Multiple Sunrise Servers
Running" is present.

4.3 Licence Manager Error -4: licensed number of users already reached
The maximum number of concurrent users for a particular feature (licence) has been reached. The user
should check with the appropriate authority to determine how many concurrent users are allowed for a
feature, and whether additional licences should be ordered.

4.4 Licence Manager Error -5: No such feature exists

This is usually because a user is trying to use a feature for which no licence is available, for example, they
may be attempting to run the PIPENET Transient module but only have a licence for the Standard module.
This can occur if the software is being installed by an IT department who may not be aware that there are
separate PIPENET modules and each has to be licensed separately.

A less likely alternative is that the customer has edited the licence file and inserted extra carriage returns –
the licence file should not contain blank lines.

4.5 Licence Manager Error -9: Invalid host

This indicates a problem with the server installation - specifically that the hostid in the licence file does not
match that host computer - the customer's IT department should check the installation. For installations
using a HASP security key to source the hostid make sure that the key is fitted to the licence server and that
the associated drivers are correctly installed (see section 2.7). For customers who are using the MAC
address of the host computer check that this agrees with the address in the SERVER line of the licence file.

4.6 Licence Manager Error -10: Feature has expired

A PIPENET module for which a licence has been obtained has expired, that is the current date is after the
expiry date which can be found on the FEATURE line in the licence file. In the first instance the user should
confirm the availability of licences with the necessary authority, who will then contact Sunrise Systems if a
new licence is to be purchased.

If none of the product licences has expired check that the system time and data are correct.

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4.7 Licence Manager Error -12: Invalid returned data from server
This may be a problem with port numbers on the licence server – try stopping and re-starting the licence
server. Port numbers in use can be checked using the netstat command.

This problem can also be due to the way in which the network has been set up and the solution may
depend on whether or not all client computers are experiencing this problem. If they are then than change
the server name on the SERVER line in the licence file to the fully qualified file name (e.g.
server.mycompany.com). If only some users are experiencing problems then it is probably an issue with the
TCP/IP hosts file.

4.8 Licence Manager Error -14: Cannot find server

This probably indicates that the server name on SERVER line of the licence file does not match the name
of the server where FLEXlm is installed.

4.9 Licence Manager Error -15: Cannot connect to Licence server

This usually indicates that the licence server is not running, or that a client computer cannot connect to the
server computer. The customer's network administrator should check for both of these conditions. The
command ping hostname can be used from the client computer to check connection to the licence server.

This error can also occur when a lookup for the host name on the SERVER line in the license file failed. This
often happens when NIS (Sun's Network Information Services) or DNS or the hosts file is incorrect. This can
be confirmed by substituting the IP address of the FLEXlm server (e.g., 123.456.789.124) for the host name
on the SERVER line of the licence file.

4.10 Licence Manager Error -18: Licence server does not support this feature
The most likely cause is changing the licence file without re-starting the licence server. It is usual for the
single read-only licence file to be accessible from all clients. However, some FLEXlm environments may be
setup with each client having their own copy of the licence file. This is perfectly valid except that care must
be taken to ensure that customer copies are updated at the same time.

4.11 Licence Manager Error -31: Feature not yet available

Licences issued by Sunrise Systems have both a start date and an expiry date. If a licence file is issued as a
replacement for an existing licence file, the start date may be in advance of when the customer receives
the licence file, allowing a few days overlap with the original licence. Attempting to use the licence before
the start date will produce this error.

4.12 Licence Manager Error -44: Security error

This error should not normally appear, however, it did appear with PIPENET Vision release 1.30 due to an
incompatibility problem that was fixed by the release of a PIPENET Vision service update to version 1.32. If
you are running version 1.30 and experience this problem then please contact Sunrise Systems for further
details on how to obtain the service pack.

If this error occurs on any other release of PIPENET Vision then please notify Sunrise Systems via email to
support@sunrise-sys.com. Please attach a copy of the FLEXlm log file (as specified in LMTOOLS) and any
other supporting information that may assist in locating the problem.

In general, this error could occur if there is a compatibility issue between the version of FLEXlm being used
and the PIPENET version.

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4.13 Licence Manager Error -88: Licence checkout failed
If you are fortunate this probably indicates that the system time is set incorrectly on the host computer – it
may have been set back – reset the clock to the correct time and everything should work.

A more serious situation can arise when the clock is inadvertently set to a date in advance of the current
date and subsequently the administrator detects the error and sets the system clock back to the correct
time. If the FLEXlm server has not been started in the period between setting the clock forward and setting
it back, then again there should be no problem when the FLEXlm server is started.

For both of the above situations, if you are still getting this error then the next thing to
try is to restart the host computer and try again, before considering the following
possibility.

If you set the clock in advance of the correct time, start the FLEXlm server and then set the clock back to
the correct time then this is a serious error and it may require a major effort to recover. Never do this:

Always check, double check and re-check the system date and time before starting the
FLEXlm server.

If you have made this error then:

1. Use the Windows Explorer Search facility to locate all of the files on the host computer with
the incorrect time/date stamp that is one in advance of the correct date.
2. Identify all the files that may be related to FLEXlm in some way, licence file, log file, files in
the FLEXlm directory, etc.
3. Copy the files to a new directory - this will give the copied versions a correct date
4. Replace the original files with the coped versions
5. Try again.

4.14 Licence Manager Error -92: Feature removed during lmreread, or wrong
server line hostid
Lmreread, which is executed on the licence server, either directly or via the LMTOOLS Start/Stop Reread
tab, has re-read the licence file and discovered that a feature (licence) was removed, but the client
computer is still referencing an old version of the licence file. Check:

 That the licence file is installed on the server correctly and has not been corrupted, re-
install if necessary.
 Check that the client computer is referencing the same licence file by running the NetUtil
utility.

An alternative cause of this error is that the SERVER line in the licence file has been changed for a different
host and all licences have therefore been removed.

4.15 Licence Manager Error -96: Checkout failed Server node is down or not
responding
May simply be that the FLEXlm server is not running, check for lmgrd.exe active on server. Another
possibility is that there is a conflict with the host name or port – check that the host server name is the
same as that specified on the SERVER line of the licence file.

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4.16 Licence Manager Error -97: The desired vendor daemon (sunrise.exe) is
down
Ensure that the file sunrise.exe is installed and in the same directory as lmgrd.exe. It can be another
directory but this would require changes to the SERVER line in the licence file (see section 2.13 – item 2).

Indicates that the FLEXlm daemon lmgrd.exe is running but not the vendor daemon sunrise.exe. This could
be because the vendor daemon is running from a previous attempt to start the licence manager:

1. Use LMTOOLS to stop the licence manager

2. Use the Windows task manager to kill any sunrise.exe processes that are running
3. Restart the FLEXlm licence manager

If this doesn't work try re-booting the host computer, if this still doesn't work it could be a problem with
the vendor daemon attempting to use an occupied port. By default the vendor daemon will use a port in
the range 27000 to 27009, try using another port (see section 2.9), for example one in the range 1700 to
1711.

Port numbers in use can be checked using the netstat command.

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5. Common Debug Log File Messages

The following sub-sections provide information on some of the error messages in the log file. Many other
messages may appear in this file, but these are mainly informative messages indication that a licence has
been checked out/in, a licence has expired, server has been restarted, etc.

5.1 Retrying socket bind

This means the TCP port number is already in use. Almost always, this means the lmgrd is already running,
and an attempt has been made to start it a second time.

It can also mean that the port number is in use by another program, but this is much less likely.

5.2 License manager: can't initialize: Error -1: Cannot find license file
This means you've specified a non-existent file when using LMTOOLS Setup Config.

5.3 Invalid license key Error -8: inconsistent encryption code

This almost certainly indicates a problem with the licence file – a copy of the licence file together with the
log file should be emailed to licensing@sunrise-sys.com.

5.4 Multiple sunrise servers running

There are two lmgrd and sunrise daemons running for this license file. Only one process per vendor-
daemon/per node is allowed by FLEXlm to run. Sometimes this can occur because the lmgrd process was
killed, leaving the sunrise process still running.

5.5 Cannot find SERVER hostname in the network database Error -14?
This may be a problem with DNS – see section 4.9 for further information.

5.6 Can't get hostid of type 1001 []

This can occur when sunrise.exe fails to read the HASP key. Check the installation of the HASP drivers (see
Section 2.7) and restart the FLEXlm server.

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