Troubleshooting License Manager on Windows

Tip

You can use synxfpng with the ‑s option to troubleshoot License Manager network connection problems. See synxfpng utility for details.

Note

Because License Manager server uses TCP/IP to communicate, you may experience TCP/IP errors. See Network requirements (TCP/IP) for client/server products for more information about TCP/IP.

Licensee name entered during installation is wrong

If you enter the wrong licensee name during installation, it will not match the licensee name given to Synergex when the license was purchased, and you cannot configure License Manager to run your Synergy/DE products. Prior to configuring any products on the machine, you can run lmu at the command line to change the licensee name. (You cannot change the licensee name from the Synergy Configuration Program.) You must have administrator privileges to run this command because it restarts License Manager server.

To change the licensee name, enter

lmu -rNewLicenseeName -ns 

You’ll be prompted to confirm the change.

If a Synergy Key file was generated with the incorrect name, you will need to regenerate it.

If products have already been configured, you must use lmu ‑k. Contact Synergy/DE Developer Support for the ‑k password.

Cannot access Network License Server error

The error “Cannot access Network License Server” (or sometimes just “Cannot access license server”) can occur on license clients, as well as on machines with local licensing. This error may occur when running a Synergy application or when configuring the license client with lmu.

The error may be accompanied by a system error number, such as 11004 (usually on a client) or 10061 (usually on a server). There may be additional text (such as the server name that the client is attempting to connect to) that offers a clue to the problem. You may also want to check the Windows application event log for additional information.

Do you have a firewall?

IP‑based licensing (introduced in version 10) uses a port (2380 by default) to communicate. If there is a firewall (any firewall, including the built‑in Windows firewall) between a license server and a license client, there will need to be a firewall exception rule for License Manager. This is the case even with local (stand‑alone) licensing because the machine is, in effect, serving licenses to itself. If License Manager can’t get through your firewall, you will see a “cannot access network license server” error.

For network licensing: If there is a firewall between your license server and license clients, it needs to permit inbound access for License Manager (synd.exe).

For local licensing: For 10.1.1c and higher, a rule permitting License Manager access through Windows Firewall should be applied automatically.

To verify the rule is enabled,

1. Select Windows Firewall from the Windows Control Panel.
2. Select Advanced Settings in the left pane, and then click Inbound Rules to display the list.
3. Look for a rule named “Synergy License Server”. The port is set to “any” so that it will work even if License Manager is running on a non‑default port.
4. If the rule is not there, go to a command prompt and run “lmuelevate”. Then refresh the list of inbound rules and check again for the “Synergy License Server” rule.

Troubleshooting non‑firewall “cannot access…” issues

If you know a firewall is not the issue, the steps below can help you troubleshoot this problem. For a license client start with step 1; for a machine with local licensing, start with step 3.

1. On the license client, run the Synergy Configuration Program. You will see an error message (“Unable to query License Manager…”) when it starts up. Click OK. The program will open and the server name will display on the Licensing tab.
2. If the server displayed is not the correct license server for this client, or if the port displayed is not the correct port, click the Advanced button to display the Advanced License Manager dialog box, and enter the correct name/port in the Server name field. (The port is required only when the license server is not running on the default port. Append a colon, followed by the port number to the end of the server name, e.g., Tiger:5555.)
Note

You must have administrator privileges to perform the following steps on the license server machine.

3. If the server (and port, if non‑default) displayed is the correct license server for this client, attempt to start the Synergy Configuration Program on the license server machine. If synlm is either not registered or not started, it will be registered and started when the Synergy Configuration Program starts up, and then the license client should be able to access the server.
4. If attempting to run the Synergy Configuration Program results in an error (“Unable to query License Manager…”), click OK in the error dialog and then close the program.
5. Go to a command prompt and attempt to run any synd command, such as synd ‑h. If you see the standard operating system error for an unrecognized application or command, it means synd is no longer there.
6. Go to Control Panel > Programs and Features. Locate Synergy/DE on the list of installed programs, right click on it, and select Change from the context menu to start the wizard. In the Program Maintenance dialog, select Repair. This will reinstall missing files. When it finishes, start the Synergy Configuration Program on the server.
7. If you still cannot access the license server, contact Synergy/DE Developer Support for assistance.