Activation troubleshooting

• Try running the online activation or offline activation.

• If activation fails, contact Optitex Support (optitex.support@optitex.com).

This message appears when the system cannot connect to a license key. This can be caused for many different reasons.

Possible causes and solutions:

Missing Key

1. The Key is not inserted - Insert your key into one of the USB ports and wait for the light to turn on.

2. The key is inserted but its light is not on - You need to Install/update the license runtime environment.

3. User permissions prevent access to the USB ports - Allow access to the ports.

Missing Network Key

1. The key is not inserted in the server or the server is turned off. - Verify that the server is turned on and connected to the network.

2. Verify key status on the server: Apply the same steps as with non network  key above. - The client is not exposed to the server on the network.

3. Verify the client network connectivity status and fix it if needed. - Point the client directly to the server if needed.

All concurrent (floating) licenses are in use

In a network license environment it is possible that there are no available floating licenses at the moment.

• The administrator can check the Sessions in the ACC  on the left panel.

• The administrator can disconnect active sessions to free floating licenses if needed.

• Alternatively check with your colleagues for unneeded open sessions and ask them to quit.

This error is caused when the license file created in the previous activation is not available

Possible causes and solutions:

1. The license file was removed or deleted - Reactivate your key online.

2. Reactivation failed - Reactivate your key Online or Offline.

This error mostly happens with manual offline activations.

Possible causes and solutions:

1. The downloaded/emailed license file is corrupt.

2. Received license file was modified by antivirus/firewall/virus.

Contact Optitex Support (optitex.support@optitex.com) and include your license number (5digits) and the request file.

Ask for  a zipped license file. This should protect the file.

Possible causes and solutions:

1. The computer hardware unique information could not be collected. This can happen when the Windows System information is not available. - Verify that your system information is available before the activation by running msinfo32.exe. If this info cannot be read, you must fix Windows.

2. The request used to generate the license was produced on a different computer. - Repeat the activation process from the current computer.

Possible causes and solutions:

1. This error is caused by a mismatch between the license key and the license file. For example, when a different key was previously activated on the computer. -  Activate your license key to generate a matching license file.

2. The current key has never been activated. - Activate your key.

This error is caused by lack of user permissions to install the license file.

1. Installing the license requires administrative permissions.

2. Go to the Program File folder:
   
   C:\Program Files\Optitex\Optitex [version#] \

2. Run the LicenseManager.exe as admin (right-click and select "Run as Admin.")

3. Run Online (or Offline) activation.
   
   Once the activation is successful a dialog appears informing you the license installed successfully.

This error is caused when the Optitex activation server is inaccessible.

This can happen for a number of reasons.

Possible causes and solutions:

1. The computer is disconnected from the internet - Connect the computer to the internet, or create a request file and activate it Offline  from another computer.

2. The firewall or security policy is blocking the traffic - Activate the key Offline.

3. The Optitex Server is down. - Verify this with Optitex and wait, or create a request file and send it to Optitex (optitex.support@optitex.com).