Learning Forum

[cbur]

Hello,
One of our customer has a problem to launch SC2021R1:

Today he is on the 2020R1 version which works. He uses a MAC computer with a windows virtualization to run Spaceclaim (and it works for other customers).
We installed SC2021R1 as admin and with the installation file unzipped.
When launching the software we have the error message (see picture 1) "Request version (v2020.1029) of discovery-level 1 (feature: disco_level1) is not supported by current ANSYS Subscription licenses.

Indeed, the customer is not under maintenance (but should probably become so again) since 20/03/2021. However, the 2021R1 version was released on 12/01/2021, so his license should normally allow him to launch the 2021R1.

We tried the CMD lines to manually activate the license (see picture 2): We get a "SUCCESS" but to our surprise the activation is not done on the ANSYS ACCOUNT site and the software still does not launch. 
So we unassigned and reassigned the license to the user as indicated in a previous ticket without success.

We have tried to reinstall the software without success either.

But the strangest thing is that he can launch Spaceclaim 2020R1, use it, log in via Spaceclaim (see picture 3) and it still doesn't take him a key in ANSYS Account !!!! 

Do you have any suggestion or do you need more specific file 

Thanks in advance

[Naresh Patre]

Hello charlie

Can you zip the .ansys folder located in %temp% folder and send it to ansys-discovery-support@ansys.com? Also, please share the email address of the user through email since it is not clearly visible in the image that you shared.

[cbur]

Naresh Patre 

Hello

I have just sent the requested information by email.

Regards

[Naresh Patre]

Adding a new environment variable ANSYSLS_CLIENT_USE_ALT_HOSTID_METHOD=1 to the list of system variables on the machine, and then restart the machine resolved the activation issue