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

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 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.

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.

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.

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 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.

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 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 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.

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.

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 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 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 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 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 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.

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.

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 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 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 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 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 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.

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

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.

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.

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 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.

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 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 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 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 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 the license type you are trying to deactivate. You can only deactivate certain license types. See License types for more information.

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.

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.

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

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 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.

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.

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

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.

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.

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.

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

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.

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

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 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.

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.

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.

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

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.

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

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.

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

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.

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.

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. 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.