Troubleshooting - Johnson Controls - Metasys - LIT-12012389 - Software Application - Software Licensing - 3.0

Software Manager Help

Brand
Johnson Controls
Metasys
Product name
Software Licensing
Document type
User Guide
Document number
LIT-12012389
Version
3.0
Revision date
2020-10-30
Language
English

Use the suggestions provided in this section to resolve or troubleshoot issues with licensing software on your machine. See Windows event viewer or Windows services. If you cannot solve the problem, contact your Johnson Controls Support representative for assistance.

Table 1. Software Manager troubleshooting – Connection and system errors
Problem/error message Condition/solution
Unable to connect to the Internet. Please check your network settings and try again.

During an online operation (activation, deactivation, or saving a Machine Tag, downloading files for an update), if the Software Manager cannot connect to the Internet, check the network settings of the computer and verify that it can connect to the Internet from a browser. If you connect through a proxy server, verify that you use the correct proxy settings in the Software Manager. If the problem persists, try to restart the Software Manager or restart your computer.

The local licensing service on your machine appears to be outdated.

The licensing service on your machine is incompatible with the version of the Software Manager installed on the machine. Reinstall the latest version of the Software Manager or your licensable software.

The connection to the licensing server timed-out. Please try again.

During an online operation (activation, deactivation, or saving a Machine Tag), if the Software Manager experiences a slow Internet connection, slow processing by your machine, or the server, retry the activation or deactivation. If the problem persists, check the network settings and verify you can connect to the License Portal from a browser. Use the Windows event viewer to check the application log. If the problem persists, try to restart the Software Manager or restart your computer.

The licensing server cannot be reached or is unable to process requests.

This report displays if the local licensing service attempted to send a request to the server, but some condition prevented the server from receiving or processing the request. This can occur if the server is offline or down for maintenance. An invalid online connection setting may also cause this issue. Check that your settings show the correct selection for online connection and retry the operation. Use the Windows event viewer to check the application log. If the problem persists, contact your Johnson Controls Support representative.

Your Internet connection requires a proxy server user name and password. Please enter your credentials below.

Verify that the proxy settings in the Settings dialog box are correct. Enter your user name and password into the fields and click Continue. The user name and password you provide is used for all online actions until you close the application or your connection times out. If you did not expect to see the message, verify your proxy settings.

The user name or password you entered is incorrect. Please re-enter your credentials and try again.

The user name or password you provided for the proxy server was not accepted. Check that you do not have Caps Lock on. Try to enter your user name and password again and take care to type the values correctly. If the problem persists, contact your IT group for support.

The local licensing service on your machine does not appear to be running.

Restart the JCILicenseService Windows service. See Windows services for more information. If the problem persists, restart your computer. If the problem continues to persist, reinstall the Software Manager or the licensable software.

If you recently restarted your machine, the local license service may be in the process of starting up. Wait a few minutes and then refresh or restart the Software Manager.

The following message displays on the Software Manager's main window for the System ID and Machine Tag :

Error reading value

The local license service is not running or had a fatal error. Use the Windows event viewer to check the application log. You may need to restart the license service and the Software Manager, or restart your computer.

If the License Inventory table is empty or missing entries, the following message displays:

There are no licenses being managed on this computer.

If the License Inventory table does not display the licenses you expect to see, check for the following issues:

  • The local license service on your computer is not running
  • A change in your machine's System ID
  • The clock on your machine is not set correctly
  • Your license data files were moved, deleted, or corrupted

Try to refresh the main screen, restart the license service, restart your machine, check the Windows Event Viewer, or set the correct time on your machine's clock.

If the license data files are the cause of the issue, reactivate your licenses to rebuild the data with the original product keys or license activation files.

Note: If you change the machine's time, restart the license service or restart the computer.

License expired before or after the end of the day on the expiration date.

Licenses with an expiration date generally last through the end of the day on their expiration date (11:59:59 PM). If the time on the computer is changed, the licensing service may continue to use the old time, which may affect the expiration time for the license. To resolve this, if you change the time on your computer, restart the licensing service or restart your computer.
The local update service on your machine does not appear to be running. Restart the JCIProductUpdateService. See Windows services for more information. If the problem persists, restart your computer. If the problem continues to persist, reinstall the Software Manager.

If you recently restarted your machine, the local update service may be in the process of starting up. Wait a few minutes and then refresh or restart the Software Manager.

Table 2. Software Manager troubleshooting – Online activation errors
Problem/error message Condition/solution

The product key you provided is for an expired license. Please enter a valid product key.

The product key that you entered for an online activation is no longer valid, or the license is expired. Verify that you have the correct product key, or obtain a new product key.

Invalid License. License is associated with another machine. The product key entered is already used on another machine.
Error! Invalid product key. The product key entered is not a valid product key. Enter a valid product key and try again.

The activation method for Online with a Product Key is disabled. The tool tip displays the message:

Online licensing is disabled in Settings.

You can expect this when the online connection setting is set to None (offline). Check your settings. See Online connection setting. If the online connection setting is not currently set to None (offline), restart the Software Manager and try again. If the problem persists, contact your Johnson Controls Support representative.

The product key you provided has already been activated on a different machine. Please enter a valid product key.

The product key that you entered for an online activation was already used to activate the license on a different machine, or the product key was used to activate the license on the Software Manager machine, but the machine's System ID changed. Verify that you have the correct product key, or obtain a new product key. If the license is activated on another machine, deactivate the license on that machine to release it for reactivation.

See Scenarios for the manual deactivation of licenses for more information.

The product key you entered cannot be found in the system. Please check the product key.

The server cannot find the product key that you entered for an online activation. Verify that you have entered the product key correctly or obtain a new product key.

The product key you provided is not a match for(feature name and version). Please check the product key.

The product key that you entered for an online activation is for a different product's feature or version than the one you selected. Verify that you have the correct product key, choose a different feature or version to activate, or obtain a new product key.

The product key you provided is for a license that was deactivated locally, but has not been released for reactivation.

The product key that you entered for an online activation is for a license where you started an offline deactivation, but did not fully complete the process. Verify that you have the correct product key. If you have the correct product key, complete the offline deactivation by uploading the license release file to the License Portal. If you no longer have the license release file, contact Johnson Controls Support. See Regenerating a license release file for more information.

The product key you provided is for a license with a future start date. Although the activation has been started, it cannot be completed until the license start date has been reached. Please wait a day and then retry activation from this machine to complete the process.

The product key that you entered for an online activation was accepted, but the activated license has a start date of tomorrow or later with respect to your computer's local time, so the activated license cannot be stored on your computer. This can occur if your computer's date and time are incorrect, or if you are in a time zone where your computer's date is earlier than the date used by the licensing and update server. Correct the date and time on your machine or wait until the next day and retry the activation with the Software Manager product key.

Note: If you change the machine's time, restart the license service or restart the computer.

Machine tag is undefined. You must define a tag for your machine before online activation is allowed.

See Table 11 for Machine Tag errors.

Table 3. Software Manager troubleshooting – Offline activation errors
Problem/error message Condition/solution

The file you provided cannot be read. Please check the file path or paste the content of a valid license activation file.

You cannot find the license activation file that you specified for an offline activation, or the file is in a location where you do not have the permission to read it. You can either provide a new file path, paste the content of a valid license activation file, or download the license activation file from the License Portal and try again.

Activation cannot be completed. The file or string you provided does not appear to be a valid license activation file.

The file or pasted content that you provided for an offline activation is not a license activation file, is corrupt, or you did not paste the full contents of the file. You can either provide a new file path, paste the content of a valid license activation file, or download the license activation file from the License Portal and try again.

The file or string you provided does not appear to be a license activation file. Please provide the file path or pasted content of a valid license activation file.

The file or pasted content that you provided for an offline activation is not a license activation file, is corrupt, or you did not paste the full contents of the file. You can either provide a new file path, paste the content of a valid license activation file, or download the license activation file from the License Portal and try again.

The license activation file or string you provided is not a match for(feature name and version). Please check the file path or pasted content.

The file or pasted content that you provided for an offline activation is for a different product feature or version. Verify that you have the correct license activation file, choose a different product's feature or version for activation, or download a different license activation file from the License Portal and try again. You can also use the Add License button to complete the offline activation without selecting a specific product.

The license activation file or string you provided is for a deactivated license and is no longer valid. Please provide the file path or pasted content of a valid activation file.

The file or pasted content that you provided for an offline activation is for a deactivated license. Verify that you have the correct license activation file, or download a new license activation file from the License Portal.

The license activation file or string you provided is for an expired license. Please provide the file path or pasted content of a valid activation file.

The file or pasted content that you provided for an offline activation is for an expired license. Verify that you have the correct license activation file, or download a new license activation file from the License Portal. Also check the date and time on your computer to make sure it is not set to a future date.

The license activation file or string you provided is not a match for your System ID. Please check the file path or pasted content.

The file or pasted content that you provided for an offline activation does not match the System ID of your machine. Verify that you have the correct license activation file and you are on the right machine. Download a different license activation file from the License Portal.

This error can also occur if the machine's System ID changes after the license activation file was created. For this case, discard the license activation file and then contact your Johnson Controls Support representative to request the license be manually deactivated. Then retry the offline activation with a new license activation file for the current System ID.

The license activation file or string you provided is for a license with a future start date. Although the activation has been started, it cannot be completed until the license start date has been reached. Please wait a day and then retry activation from this machine to complete the process.

The file or pasted content that you provided for an offline activation was accepted, but the activated license has a start date of tomorrow or later with respect to your computer's local time, so the activated license cannot be stored on your computer. This can occur if your computer's date and time are incorrect, or if you are in a time zone where your computer's date is earlier than the date used by the licensing and update server. Correct the date and time on your machine, or wait until the next day and retry the activation with the Software Manager license activation file.

Table 4. Software Manager troubleshooting – Online deactivation errors
Problem/error message Condition/solution
Unsuccessful The license server is not reachable

Restart the Software Manager and try again. If the problem persists, contact your Johnson Controls Support representative.

The Deactivate option in the Choose Actions menu is disabled.

The current license that is in effect for the product's feature or version is a type that does not allow deactivation. Also see this table for the following error message: Deactivation is not allowed for this license.

A problem with this license is preventing it from being deactivated. Please try again.

An unexpected error occurred in the online deactivation process, possibly due to corrupted license data or a communication issue. Try again, and if the issue persists, use the Windows event viewer to check the application log.

Deactivation is not allowed for this license.

You cannot deactivate the specific license or the license type. You can only deactivate certain license types. See License types for more information. Also see Scenarios for the manual deactivation of licenses for more information.

The license you want to deactivate is not listed in the Software Manager. See Scenarios for the manual deactivation of licenses for more information.

The deactivation method for Online with Automated Deactivation is disabled. The tool tip displays the message:

Online licensing is disabled in Settings.

The online connection setting is set to None (offline). Check your settings. See Online connection setting. If the online connection setting is not currently set to None (offline), restart the Software Manager and try again. If the problem persists, contact your Johnson Controls Support representative.

Table 5. Software Manager troubleshooting – Offline deactivation errors
Problem/error Message Condition/solution
Unsuccessful The file or string you provided does not appear to be a valid license deactivation file.

The file or pasted content that you provided for an offline deactivation is not a license deactivation file, is corrupt, or you did not paste the full content of the file. You can either provide a new file path, paste the content of a valid license deactivation file, or download the license deactivation file from the License Portal and try again.

An unexpected error occurred while attempting to create the license release file. Please try again.

During an offline deactivation, the Software Manager failed to generate a license release file. Retry the deactivation. If the problem persists, restart your computer and then retry the deactivation. If this issue occurs after a retry, contact Johnson Controls Support. The Support team can complete the license deactivation manually for you. See Regenerating a license release file.

The file you provided cannot be read. Please check the file path or paste the content of a valid license deactivation file.

The Software Manager cannot find the license deactivation file that you specified for an offline deactivation, or the file is in a location where you do not have the permission to read it. You can either provide a new file path, paste the content of a valid license deactivation file, or download the license deactivation file from the License Portal and try again.

The file or string you provided does not appear to be a license deactivation file. Please provide the file path or pasted content of a valid license deactivation file.

The file or pasted content that you provided for an offline deactivation is not a license deactivation file, is corrupt, or you did not paste the full content of the file. You can either provide a new file path, paste the content of a valid license deactivation file, or download the license deactivation file from the License Portal and try again.

The license deactivation file or string you provided is not a match for(feature name and version). Please check the file path or pasted content.

The file or pasted content that you provided for an offline deactivation is for a different product feature or version. Verify that you have the correct license deactivation file, choose a different product's feature or version for deactivation, or download a different license deactivation file from the License Portal and try again.

The license deactivation file or string you provided is not a match for the license you have selected.(It may be for a different activation of the Software Manager feature). Please provide the file path or pasted content of a valid deactivation file.

The file or pasted content that you provided for an offline deactivation is for a different license than the one currently listed in the License Inventory table (the top license). This can happen when you activate multiple licenses for the Software Manager product feature or version on the Software Manager machine.

Use the license details to determine if you activate multiple licenses. If the commercial license you need to deactivate is listed as an activated license, but not marked as the one shown in the License Inventory table, you can move it to the top. See Changing the top license in the License Inventory table for more information.

Deactivation is not allowed for this license.

Deactivation is not allowed for the license type you are trying to deactivate. You can only deactivate certain license types. See License types for more information.

The license deactivation file or string you provided is for a license that was activated on a different machine. Please check the file path or pasted content.

The file or pasted content that you provided for an offline deactivation is for a license that you activated using a System ID that did not match your machine. Verify that you have the correct license deactivation file or download a different license deactivation file from the License Portal and try again. This error can also occur if the System ID changed on your machine. See Scenarios for the manual deactivation of licenses for more information.

The license you want to deactivate is not listed in the Software Manager. See Scenarios for the manual deactivation of licenses for more information.
Table 6. Software Manager troubleshooting – Help and software terms errors
Problem/error message Condition/solution

The Help file(filename) for the Software Manager was not found for the current language(language).

When you installed the Software Manager, the Help file for the current language setting did not install correctly. Reinstall the Software Manager, or change the language setting to a different language.

The Help file(filename) for the Software Manager was not found.

When you install the Software Manager, the Help file did not install correctly. Reinstall the Software Manager.

A PDF viewer was not found for displaying Help. Please install a PDF viewer and try again.

Install a PDF viewer and try to open the Help again. If you have a PDF viewer installed, use Windows File Explorer to associate an existing application with files of type .pdf.

Before using the Software Manager, you must accept the Johnson Controls Software Terms.

Before you use the Software Manager, you must agree to the Johnson Controls Software Terms. If you already accepted the terms, this message may still appear if the terms have changed and you need to re-accept them. If this message continues to appear even after you have accepted the terms, there may be a problem with your Software Manager installation. Reinstall the Software Manager or contact your Johnson Controls Support representative for assistance.

The file(filename) for the Software Terms was not found.

Reinstall the Software Manager and try to open the software terms again, or use the link in the About box to view the software terms on the online website.

A PDF viewer was not found for displaying the Software Terms. Please install a PDF viewer and try again.

Install a PDF viewer and try to open the software terms again, or use the link in the About box to view the software terms on the online website. If you have a PDF viewer installed, use Windows File Explorer to associate an existing application with files of type .pdf.

Table 7. Software Manager troubleshooting – Settings errors
Problem/error message Condition/solution

The language setting was invalid and has been reset. Use Settings to choose a different language.

Check if the language files were deleted or moved, or if the settings were corrupted. Use the settings to choose a different language.

Unable to save some or all changes to Settings. Please try again.

An error occurred while you changed the settings. Try saving your settings changes again. If the problem persists, restart the Software Manager or the computer. Use the Windows event viewer to check the application log.

The file you provided matches the custom option(option name) and cannot be used until you delete the existing custom option.

When you added a custom option for the online connection setting, you selected a file that matches an existing custom option. Delete the existing custom option or choose a different file.

The file you selected cannot be processed or does not contain a recognizable online licensing option. Please choose another file.

When you added a custom option for the online connection setting, you selected a file that cannot be recognized as an option file. Choose a different file.

The file you provided matches the standard option(option name) and cannot be used to add as a custom option.

When you added a custom option for the online connection setting, you selected a file that matches an existing standard option. Choose a different file.

Table 8. Software Manager troubleshooting – Starting a grace period errors
Problem/error message Condition/solution
Unsuccessful The grace period could not be started. When you started a grace period, the licensing service detected that the grace license could not be started.

Unable to start the grace period. The grace license installed for(feature name and version) has already been used on this machine and cannot be restarted.

When you started a grace period, the licensing service detected that the grace license had already been used on the machine. A particular grace license can be used only once on a machine. Apply a different license type for the product.

Unable to start the grace period. The grace license installed for(feature name and version) is corrupt or invalid.

When you started a grace period, the licensing service was unable to process the installed grace license. Reinstall the associated software, or apply a different license type for the product.

Unable to start the grace period. The installed grace license is not a match for(feature name and version).

When you started a grace period, the licensing service detected that the grace license installed for the product is not a match for that software. Click the Start Grace Period action again to force the licensing service to retry the processing of the installed grace license. Reinstall the associated software, or apply a different license type for the product.

After starting the grace period, the license type is not listed as: Grace. If an existing license is active when you start the grace period, the grace license does not display until the existing license expires or is deactivated.
Table 9. Software Manager troubleshooting – License history errors
Problem/error message Condition/solution

Unable to export the license history. The directory you selected cannot be found.

When you exported the license history, the directory you selected was moved, renamed, or deleted. Choose a different directory.

Unable to export the license history. The file you selected appears to be in-use by another application.

When you exported the license history, the file you selected is open in another application. Choose a different file name or close the file from the other application.

Unable to export the license history. You do not have permission to save the file to the location you selected.

When you exported the license history, you selected a directory you do not have permission to save to. Choose a different directory.

Unable to export the license history. An unexpected error occurred.

When you exported the license history, an unexpected error occurred. Try exporting the license history again and if the problem persists, restart the Software Manager or the computer.

Table 10. Software Manager troubleshooting - Regenerating a license release file errors
Problem/error message Condition/solution

Unable to create the license release file. The directory you selected cannot be found.

When you regenerated a license release file, the directory you selected was moved, renamed, or deleted. Choose a different directory.

Unable to create the license release file. The file you selected appears to be in-use by another application.

When you regenerated a license release file, the file you selected to save is open in another application. Choose a different file name, or close the file on the other application.

Unable to create the license release file. You do not have permission to save the file to the location you selected.

When you regenerated a license release file, you selected a directory you do not have permission to save to. Choose a different directory.

An unexpected error occurred while attempting to create the license release file. Please try again.

When you regenerated a license release file, an unexpected error occurred. Try to regenerate the license release file again. If the problem persists, use the Windows event viewer to check the application log. You may need to restart the Software Manager or the computer.

Table 11. Software Manager troubleshooting – Machine Tag errors
Problem/error message Condition/solution

The Software Manager's main screen displays the Machine Tag as: Undefined.

This is the expected value if you did not define the Machine Tag, or if the Software Manager is not connected to the online connection system. See Machine Tag for details on defining the Machine Tag for online and offline machines. If the Machine Tag is currently defined in the License Portal, check the online connection settings for the Software Manager and check that the machine can connect to the Internet.

The Software Manager's main screen displays the Machine Tag as: Error Reading Value.

The local license service is not running or had a fatal error. Use the Windows event viewer to check the application log. You may need to restart the license service or restart your computer.

If you recently restarted your machine, the local license service may be in the process of starting up. Waiting a few minutes and then refresh or restart the Software Manager.

During online activation the following message displays:

Machine tag is undefined. You must define a tag for your machine before online activation is allowed.

Online license activation requires that the associated machine has a defined Machine Tag. If you defined the Machine Tag in the License Portal, refresh or restart the Software Manager. If the Machine Tag is not defined, use the Machine Tag dialog box to define a Machine Tag and then retry the online activation.

The Machine Tag dialog box displays the message:

Unable to connect to the License Portal.

When opening the Machine Tag dialog box, the Software Manager was not able to connect to the License Portal to retrieve the online Machine Tag information. Check your computer's network settings and verify that you can connect to the License Portal from a browser. If you can successfully connect to the License Portal, retry opening the Machine Tag dialog box. If the issue persists, use the Windows Event Viewer to check the application log. You can expect this message if the online connection setting is set to None (offline), so also check that setting. Also see Table 1 for solutions to connection and system errors.

If the Machine Tag save fails, a connection, system, or unexpected error displays.

See Table 1 for solutions to common connection and system errors. See Table 16 for solutions to an unexpected error.

You are trying to paste more characters than are allowed in the machine tag field (maximum is 300).

You pasted too many characters into the Machine Tag field. Paste the content into a standard text editor and check its length. Consider any content that already exists in the Machine Tag field. Try to repaste corrected, shortened content.

The Machine Tag displayed on the Software Manager's main screen does not match what is defined in the License Portal.

The Machine Tag in the License Portal always displays the most recent value. The Software Manager may display an outdated value if it is unable to connect to the License Portal, or it has not refreshed since the Machine Tag was updated in the License Portal. For a connected machine, refresh the Software Manager. For offline machines, the Machine Tag updates after the next offline activation.

Table 12. Software Manager troubleshooting – License details errors
Problem/error message Condition/solution

Unable to export the license details. The directory you selected cannot be found.

When you exported the license details, the directory you selected was moved, renamed, or deleted. Choose a different directory.

Unable to export the license details. The file you selected appears to be in-use by another application.

When you exported the license details, the file you selected is open in another application. Choose a different file name or close the file from the other application.

Unable to export the license details. You do not have permission to save the file to the location you selected.

When you exported the license details, you selected a directory you do not have permission to save to. Choose a different directory.

Unable to export the license details. An unexpected error occurred.

When you exported the license details, an unexpected error occurred. Try to export the license details again. If the problem persists, restart the Software Manager or the computer.

Table 13. Software Manager troubleshooting – Updates tab errors
Problem/error message Condition/solution
Unable to retrieve information. Please check your network settings and try again. During an operation such as manual refresh, display of product highlights, release notes, download, pause, or resume, if the Software Manager experiences a slow Internet connection, slow processing by your machine, or the server, retry your action. If the problem persists, check the network settings and try again. Use the Windows event viewer to check the application log. If the problem persists, restart the Software Manager, or restart your computer.

An unexpected error occurred when loading the Updates tab.

Restart the update service or the Software Manager. Use the Windows event viewer to check the application log. If the problem persists, contact your Johnson Controls Support representative. Use the Windows event viewer to check the application log.

Table 14. Software Manager troubleshooting – Product highlights errors
Problem/error message Condition/solution

Your internet connection requires proxy authentication.

During an operation to display the product highlights, if the Software Manager experiences a proxy error, check your proxy settings in the Settings dialog box are correct. Enter your username and password into the fields and click Continue. The username and password you provide are used for all online actions until you close the application or your connection times out. If you did not expect to see the message, verify your proxy settings.

Unable to retrieve information due to invalid content. There is a problem with the online content for the link. Contact Johnson Controls support.
Unable to retrieve information. Please try again later.

During an operation to display the product highlights if the Software Manager fails to load the product data then check your network settings and try again. If the problem persists, restart the Software Manager or restart your computer.

If the Software Manager experiences a slow Internet connection, slow processing by your machine, or the server, retry your action. If the problem persists, check the network settings and try again. Use the Windows event viewer to check the application log. If the problem persists, try to restart the Software Manager or restart your computer.

Table 15. Software Manager troubleshooting – Download errors
Problem/error message Condition/solution

The download failed and the tool-tip displays the following message:

Insufficient disk space

Your machine does not have enough space to complete the download to the location you selected. Retry the download after you make more disk space available or choose a location with more disk space.

The download failed and the tool-tip displays the following message:

No internet connection
See Table 1 for more information.

The download failed and the tool-tip displays the following message:

Required proxy authentication
During an operation such as download, pause, resume, or cancel, if the Software Manager experiences a proxy error then a prompt displays for you to enter your credentials in the Enter Proxy Credentials dialog box, if you have configured proxy settings in the Software Manager. Enter your username and password into the fields and click Continue. The username and password you provide are used for all online actions until you close the application or your connection times out.

The download failed and the tool-tip displays the following message:

Unable to process request

The link for the downloadable content is no longer valid. Restart the Software Manager and then retry the download. You may also use the License Portal to download the software.

Table 16. Software Manager troubleshooting – Unexpected errors
Problem/error message Condition/solution

An unexpected error occurred. Please close and restart the application.

An unexpected error occurred. Restart the Software Manager and if the problem persists, restart the computer. If the problem continues to persist, reinstall the Software Manager. Use the Windows event viewer to check the application log.

An unexpected error occurred (invalid property(name of value)).

An unexpected error occurred. Restart the Software Manager and if the problem persists, restart the computer. If the problem continues to persist, reinstall the Software Manager. Use the Windows event viewer to check the application log.

An unexpected error occurred with this process.

This shows when an unexpected condition occurs that is not specifically handled. This includes cases where the online server is not able to process a request due to system issues or other causes. Use the Windows Event Viewer to check the application log. If the problem persists, contact your Johnson Controls Support representative for assistance.

Note: If this message is reported when you try to define or update the Machine Tag value, the Machine Tag may contain a sequence of special characters that are not allowed by the system. For this case, retry using a different Machine Tag with fewer or no special characters.