Software Activation Troubleshooting Guide

This troubleshooting guide will help you identify and resolve problems you may encounter while attempting to authorize your Freedom Scientific product using Internet License Manager (ILM). Here you can find a list of error messages that you may encounter when using ILM-based products developed by Freedom Scientific. These error messages are applicable to all Freedom Scientific products that use Internet License Manager for authorization.

Tip: Freedom Scientific maintains a database of technical support notices (TSNs) and frequently asked questions (FAQs) that can help address these and other problems you may be experiencing with ILM authorization. If you cannot find information about your problem in this guide, refer to the Freedom Scientific Support page, where you can look up articles specific to certain products and issues.

What Type of License Do You Own?

The first step in determining your problem is to determine what type of software license you are using: single-user, non-network multi-user, or network multi-user. A single-user license allows you to run your software on a single computer. Multi-user licenses allow you to run the software on a number of computers. Non-network multi-user licenses are useful if the computers are not connected to a network and do not require a license server. Network multi-user licenses require that you set up a license server on a computer on the same network as the other computers where the software will be used.

When does the Error Occur?

After you determine what type of license you have, select a link below that corresponds to when you received the error:

Errors When Activating Your License

Choose the link that best matches the error message you are receiving:

Error: "There is an error with your Internet connection. Please make sure you have established a connection before continuing..."

This error means there was a problem with your Internet connection. Check to make sure that the computer is able to access the Internet. If the connection is operational, the error may be caused by another connection test performed during activation. Before attempting to activate your license, a connection test is performed by pinging http://www.microsoft.com. If the test fails for any reason, the error displays.

Check to make sure that the computer can successfully ping www.microsoft.com. If the server is within a company firewall or router, there may be restrictions on pinging servers outside the company network. Temporarily disable the firewall or router or reconfigure it to allow communication with servers outside the network.

The following technical support notices also address the problem of firewalls:

Windows Firewall prevents a client computer from retrieving a license from the license server
JAWS isn't speaking at install or startup. Firewall applications may interfere with using JAWS
Tiny Firewall application may interfere with using JAWS

Error: “Access violation at address …”

This error is not associated with anything specific. Please contact Freedom Scientific Technical Support.

Error: “The Authorization number specified is no longer active”

This error indicates that your Authorization number has been disabled for some reason. Contact Customer Service at (727) 803-8015 to resolve this issue.

Error 52037 (INET_ERROR_12037)

This error means the current computer’s date is not within the date range that allows the Internet security certificate on the Sentinel Express server to be valid. This certificate is renewed on an annual basis so the date range always encompasses a year. For example, 5/3/2004 to 5/4/2005. Check the date on the computer. The system date must be the current date.

If the date is not correct, do the following:

  1. Open the Windows Control Panel.
  2. Select "Date and Time" and press ENTER.
  3. Select the current month, year, and date.
  4. Choose the OK button to apply your changes.

Error 52500

This error can display for a number of different reasons. First, check the Authorization number that you entered. It should be 20 hexadecimal characters with no spaces. Make sure there are also no spaces at the beginning and the end of the number. Correct the number and then retry the activation process.

This error may also display if you receive the error: “There is an error with your Internet connection. Please make sure you have established a connection before continuing ...” and choose the Cancel button. If this is the case, ignore the error and refer to the following error description.

This error may also display if you cancel your product registration. If this is the case, ignore the error.

If none of the above resolves the problem, the SentinelExpress license server that provides you with your Activation License code may be temporarily unavailable. Try again at a later time or contact Technical Support.

If none of the above resolve the problem, the following is a list of other reasons this error may occur:

  • You do not have an active Internet connection. Check your network or modem cables and verify that your Internet service provider (ISP) is available.
  • Your e-mail client (such as Outlook or Outlook Express) is not active.
  • A software firewall is blocking the activation.
  • Freedom Scientific's SentinelExpress license server, which provides you with your Activation License code, may be temporarily unavailable. Try again at a later time or contact Technical Support.

Error 1

This error indicates that an Activation License code matching the current Locking code was found, but there is a problem with it. Please contact Technical Support.

Error 106

You may have used all of your available activation keys. To request that Freedom Scientific reset the number of activation keys you have available, complete and submit the Request for Product Activation Reset Form . Please allow up to one business day for the reset to occur.

Tip: You can verify how many activation keys you have remaining at www.FSActivate.com.

Error 93 "Failed to add license code [License Information] to the License Server on host 'Unknown.' License already added on host 'Unknown'"

This error displays when the activation process attempts to install a network Activation License code that is identical one that is already install on the system.

While the SentinelLM service is running, check if there are any licenses installed. Use WlmAdmin to view running servers and their licenses. If there are licenses, determine if there is one that matches the license you are trying retrieve. If so, you must remove that feature before a new one can be installed. However, it is safe to leave the license as is, since reinstalling the license will not change anything.

There is also a technical support notice available for this error:

When activating a network license, you receive an error [93] message

Error 0x101

This error indicates that the Authorization number you entered does not exist in the Freedom Scientific database. Verify that you entered the Authorization number correctly. It should be 20 hexadecimal characters with no spaces. Make sure there are also no spaces at the beginning and the end of the number. Correct the number and then retry the activation process. If the activation fails again, contact Technical Support to verify that the number exists in the Freedom Scientific database.

Error 0x167

This error can display for a number of different reason. A common cause for this error is that your Authorization number has been deactivated. Contact Technical Support to verify whether your Authorization number has been deactivated.

Error 19 or Error 30019 "Failed to Add a License"

This error indicates that an Activation License code was retrieved from the Freedom Scientific server, but the code could not be added to the license file for some reason. After you close the error message box, you may receive another error message: "SentinelLM: Error [19] Failed to add license code."

This error can occur for a number of reasons:

You are running a license server for a third party program on the same computer
There is a separate SentinelLM license server for a third party program on the same network
You are running Windows 9x on the computer
The Activation License code does not match the computer's current Locking code

You are running a license server for a third party program on the same computer

If you receive this error while attempting to activate your license, another third party application (such as SPSS or Mercury Quicktest Pro) may also be using the SentinelLM authorization scheme. This application may have a license server on the same computer. If there is another SentinelLM license server on the same computer, it will interfere with the Freedom Scientific ILM license activation. If you attempt to activate the network license on the same server computer where the other SentinelLM network license is, the first application's license information is detected and the activation fails.

Note: It is difficult for Freedom Scientific to indicate whether other programs use SentinelLM, as it is not typically advertised. Network administrators should be aware of other applications on the server that also use the SentinelLM scheme.

Currently, you can work around this problem by installing the Freedom Scientific license server on a different computer. This way, more than one license server can exist on the network. You can install the license server on any computer connected to your network. It is not required that you install it on an actual network server. This will not affect future Freedom Scientific product licenses residing on the same license server.

There is a separate SentinelLM license server for a third party program on the same network

If you receive this error while attempting to activate your license, a SentinelLM license server for a third party application (such as SPSS or Mercury Quicktest Pro) may be on the same network. Use WlmAdmin to see if any other active license servers are on the network. If there is more than one, set the environment variable LSFORCEHOST to the current computer’s host name. Restart the activation process and attempt to retrieve an Activation License code again. After activation, remove the LSFORCEHOST environment variable.

You are running Windows 9x on the computer

This error can also occur if the computer is using Windows 9x as the operating system. If you restart your computer and retry the activation, you receive the errors again. Do the following to activate your network license:

  1. Begin the activation process as described in the Network Authorization Quick Start Guide. Choose to activate using the Internet.
  2. When the first error message displays, choose OK to close it.
  3. When the second error message displays, choose OK to close it.
  4. After you close all the error messages, choose the Next button to retry the activation. This time, you should successfully retrieve your license information.

The Activation License code does not match the computer's current Locking code

Make sure the Activation License code is a valid code for the computer’s current Locking code. This error also occurs if the Activation License code is valid, but the Locking code belongs to another computer.

If retrieving a standalone license:

  • Make sure the environment variable LSHOST is not set. If LSHOST needs to be set, temporarily disable the environment variable and re-enable it afterward.
  • Check the folder Program Files\Freedom Scientific\Activator\1.1. If there is a file there named Lservrc, delete it and restart the activation process.
  • Make sure the user has read and write access to the folder Program Files\Freedom Scientific\Activator. If not, grant the user access.

If retrieving network license:

  • Make sure the SentinelLM license server (version 7.2.0.6) is installed and running. The SentinelLM service must be running for the license to be installed.
  • If the service is running, check to see if there are any licenses installed. Use WlmAdmin to view running servers and their licenses. If there are licenses, look for one matching the license you are trying retrieve. If you find a match, try removing that feature and installing the license again. For example, if you are trying to retrieve a JAWS network license, and you see the feature named “00,” remove that feature.
  • Make sure the user has read and write access to the folder Program Files\Rainbow Technologies\SentinelLM 7.2.0.6 Server\English. If not, grant the user access.
  • Ensure that the SentinelLM license server currently installed is from Freedom Scientific. It may not be from Freedom Scientific if you previously installed a SentinelLM license server for another third party application that uses Sentinel for authorization. If this is the case, the non-Freedom Scientific license server is returning a different Locking code than what Freedom Scientific programs expect. It does not match the Locking code embedded in the Freedom Scientific product Activation License code.

    Workaround 1 - You must install the Freedom Scientific version of the license server on a different computer. You cannot have more than one license server on one computer. However, you can have more than one license server on the network.

    Workaround 2 - You can have both application licenses on the same computer if (and only if) the other third party application is NOT using a custom Locking code. If the other application is using one of the built-in Locking codes, you can uninstall the older license server and then install Freedom Scientific's license server. Uninstalling the license server does not remove the third party's license unless the user deletes the actual license file (Lservrc). Freedom Scientific's license server supports Freedom Scientific's custom Locking code and the built-in codes.

The following technical support notices are also available for this error:

In Windows 95/98/ME, you receive error messages when attempting to activate a network license using the Internet
Cannot activate multi-user license
Error [19] displays when activating or updating a JAWS network license

Error [3]: Unknown Server Host "Unknown"

If you receive this error while activating your license, make sure the environment variable LSFORCEHOST is not set to “no-net”.

Note: The method used to set an environment variable depends on which version of Windows you are using. You can find a summary of each method in “Notes on Setting Environment Variables by Operating System” on page 134 of the SentinelLM System Administrator's Guide. To view this guide, open the Start menu and choose Programs, Freedom Scientific, Network, System Administrator's Guide.

If you receive this message after activating your license, refer to the following error description.

Error 17

This error indicates that the program is trying to broadcast to find a suitable license server. If something is blocking the broadcast, this error is returned.

If activating a network license, check to see if the server is protected by a firewall. If so, make sure that ports 5093 and 5094 are allowed.

If activating a standalone license, set LSFORCEHOST to ‘no-net’. You will need to quit and then restart the activation process.

Errors When Starting or Using the Program

Choose the link that best matches the error message you are receiving:

Error [3]: Unknown Server Host "Unknown"

After you receive this error, a second message typical displays that reads: "Error Code: 30003 Unknown server host." After you receive these error messages, you license is not activated.

This error occurs if a server name for the network license server was specified but that server does not seem to exist. If retrieving a token from a license server, confirm that the server computer’s IP address resolves to a valid host name. To do this, run the LSWhere utility, which is installed with the Network Authorization tools in the folder Program Files\Freedom Scientific\Authorization\Tools. The utility broadcasts on the network and returns a list of running SentinelLM servers. The search results will look similar to the following:

SentinelLM 7.2.0 Search Tool For License Servers
Copyright (C) 2002 Rainbow Technologies, Inc.

Server Address : 207.90.15.131
Server Name : SERVER

The displayed server name may indicate that no host name has been assigned to the IP address. The network administrator should be aware of whether or not a host name has been assigned to the computer. If there is no server name displayed, add the system environment variable LSFORCEHOST and set it to the IP address of the computer the SentinelLM license server is installed on. Add this environment variable to the computer running the license server and all client computers that will use the Freedom Scientific software. After you have added the environment variable, retry the activation process.

Note: The method used to set an environment variable depends on which version of Windows you are using. You can find a summary of each method in “Notes on Setting Environment Variables by Operating System” on page 134 of the SentinelLM System Administrator's Guide. To view this guide, open the Start menu and choose Programs, Freedom Scientific, Network, System Administrator's Guide.

Alternatively, you can assign a host name to the computer the license server is installed on to resolve this issue. If you do this, you do not need to add the LSFORCEHOST environment variable.

A technical support notice is also available for this error:

When attempting to activate Network JAWS, you receive the error "Unknown server host"

Error [6]: Feature is not licensed to run on this machine

If you are using Windows 98 or ME, this error message may display after your computer returns from Standby mode. After you receive this message, the program loses authorization. If you attempt to restart the Freedom Scientific program, your system fails (Windows 98) or the program continues running in unauthorized mode (Windows ME). If you restart your computer, the program stops running in unauthorized mode and functions normally. However, the problem will occur again if the computer goes on standby. It is recommended that you disable Standby mode on this computer.

To prevent the computer from going on standby, do the following:

  1. Open the Start menu, select Settings, and then choose Control Panel.
  2. If you are using Windows ME, select "Power Options" and press ENTER. If you are using Windows 98, select "Power Management" and press ENTER.
  3. In the Power Schemes list, select "Always On."
  4. Press ENTER.

A technical support notice is also available for this error:

An error message says JAWS is not authorized to run on this machine after returning from Standby mode

Error 12

This error indicates there was an internal error and can occur for a number of different reasons. First, check to see if the user is logged on to a restricted user account. If authorizing a full license, this error should not display. If authorizing a demonstration or public beta license, the user should not have see this error unless an administrator (or some other user) changed the file permissions on the persistency files stored in the Windows System32 directory. Write access is required for these two types of licenses. The permissions must either be changed back so the user has write access, or the user must log on to a power user or administrative account to use a demonstration or public beta license.

SentinelLM Error 3355447304 (0xC8001008, LS_NO_NETWORK)

This error indicates that a server name for the network license server was given and found, but that server seems to be unavailable.

Check to see whether the environment variable LSFORCEHOST is set on the client computer. If it is, make sure the computer specified is valid and running. Also, make sure the license server (version 7.2.0.6) is installed and its service is running on that computer.

If the product was originally authorized and this error occurred unexpectedly while the product was still running, verify whether that the user is authorized by a network license. If the user is authorized by a network license, make sure the network license server is still running. The server may no longer be running or the SentinelLM service on that computer may no longer be running.

SentinelExpress Error 0x328

This error indicates a problem with the Freedom Scientific Sentinel Express server that provides Activation License codes. Contact Technical Support for assistance.

SentinelExpress Error 0x1ff

This error indicates a problem with the Freedom Scientific Sentinel Express server that provides Activation License codes. Contact Technical Support for assistance.

No error is displayed, but the program begins running in unauthorized mode

One or more of the following issues may cause your Freedom Scientific program to suddenly begin running in unauthorized mode (for example, JAWS begins running in 40 minute mode). This occurs even if the product was previously authorized.

  • You are using a network license and the network connection is down.
  • You chose "Remove Software Activation" from the Start menu, Programs, <Program Name>, Tools menu.
  • You changed an important hardware component (see the following error description for more information on which hardware components affect the Locking code).

This problem is addressed in more detail in the following article:

Why would JAWS run fine with a properly activated ILM license, then suddenly start asking for activation and run in 40 minute mode?

Other Errors and Problems

Choose the link that best matches the error or problem you are experiencing:

No error is displayed but a valid license code exists

This indicates that the Freedom Scientific program did not find a license matching its search criteria. Internally, SentinelLM errors 4 and 18 may have been returned, but the program specifically ignores those errors because they indicate that a license was not found. The only way to know if this is the actual error returned is by generating the log file, <product name>.san.

Has the computer been ghosted? If it has, was the ghost image made before or after the program was installed? There is a file called FSShell32.dll that is dynamically created by the program or by the Client Activator when it does not exist. Therefore, if this file is not part of the ghost image, it is created and will be different than what was there before.

If FSShell32.dll has changed since the license was last retrieved, a new license must be retrieved because the Locking code has changed. FSShell32.dll is regenerated when its internal contents do not match the current computer.

Verify whether any of the following hardware or information been changed or removed. If it has, the Locking code may have also changed because it is dependent on these items. The FSShell32.dll file should be deleted so a new one with the correct embedded information is created and a new license can be retrieved. However, if an item did not exist before activation and was added later, it should not affect the Locking code.

  • Processor
  • Total disk size (of the first hard drive if more than one exists)
  • Total physical memory (RAM)
  • IDE hard drive
  • Video card
  • Sound card
  • Whether the computer is a laptop or not
  • CD-ROM drive
  • PCMCIA card slot
  • The Windows Product Activation file (if you have Windows XP)

Custom Locking code seems to change randomly

Check to see whether the computer has a dual processor. Processor information is used to generate the Locking code. If the computer has a dual processor, the Locking code may change when the computer uses the other processor. There is no current workaround for this issue. It is recommended that you request a dongle for authorization.

My problem is not discussed in this Troubleshooting Guide

This guide only addresses error messages that occur with the Internet License Manager authorization method. Check the list of technical support notices and frequently asked questions for your product. These can be found on the Freedom Scientific Support page. The problem may be addressed there. If this does not resolve your problem, contact Technical Support at (727) 803-8600 or send an e-mail to [email protected].

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