Learning Forum

[tim.dukes]

Hi we have a customer who is having trouble activating. See below error message.

  ,

 

We have tried the connection test and are getting a 0% loss.

 

4) Connection request check

Perform following steps to check whether this connection request is getting blocked or not:

1.    Open Command prompt in administrative mode.

2.    Execute following command:

ping ansys-fno.flexnetoperations.com

 

It looks like it's pointing to a curl error so we have been through the resolution steps in https://discoveryforum.ansys.com/t/h4gzdg with no success

 

Downloaded and installed all the correct certification.

 

6) For ping command showing 0% loss:

If ping command output is showing 0% loss and still you are unable to launch Discovery product, then perform following steps:

1.    Send output of ping command to Discovery Support Team

2.    Download attachment "curl_7_53_1.zip" from below link and extract Download Curl Installer

3.    Rename curl.exe.tmp to curl.exe 

4.    Open Command prompt in administrative mode and go to the location where curl.exe is saved

5.    Execute following command:

curl.exe -v https://ansys-fno.flexnetoperations.com

6.    Send the output of above command to Discovery Support Team

 

7.    Type %temp% in Windows Search and locate .ansys folder. Zip this folder and send it to Discovery Support Team

8.    Send following log files located at ~/Ansys Inc

Install.log

Install_licconfig.log

Install.err (if it exists)

 

We have tried all the above and attach the output and files 

[tim.dukes]

Also note we have tried a manual activation with no luck

[Subashni Ravichandran]

Hello  Tim Dukes

Could you please confirm if the customer selected 'Floating license' or 'Subscription license' while installing? You can also check this by going to Windows> programs> Discovery 2019 R1> Discovery Licensing mode manager.

Please change it the appropriate mode if it is entered wrong. 

If the problem persists please let us know.

[tim.dukes]

Hi Subashni

 

The license method is as it's meant to be and was installed correctly it says 'Subscription'

 

Any other ideas?

[Subashni Ravichandran]

Hello  Tim Dukes

I see from your email that you have followed this link . Could you please ensure that the customer has the DigiCert certificate listed as mentioned in the last few points of that page?

If that doesn't work. Could you please make sure you allow the access to certificate check

URL :  ocsp.digicert.com<http://ocsp.digicert.com/

Also, could you please share with us what is the operating system the customer is working on?

[tim.dukes]

Hi Subashni

 

I've logged on with the customer and tried to run the powershell command as in the image below.

This then brings up the below.  When clicking open with Notepad we get the results attached in the .txt file.

 

This then brings up the below.  When clicking open with Notepad we get the results attached in the txt document attached. This has been run as admin also.

 

Also been to https://www.digicert.com/digicert-root-certificates.htm#roots and have downloaded, ran and installed the certificate from there.

 

When just running the FneCertTest.ps1 we get the below.

# DigiCert:
Get-ChildItem -Path Cert:LocalMachineRoot | Where-Object {$_.Thumbprint -eq "A8985D3A65E5E5C4B2D7D66D40C6DD2FB19C5436"}

 

Note: Customer is using Windows 10 OS

[Subashni Ravichandran]

Hello  Tim Dukes

I'll write to the licensing team and find out what can be done. There are a couple of other customers facing similar problems and we are looking into it.

[tim.dukes]

Hi Subashni 

 

Any ideas on what we can try customer is still waiting on a fix?

 

Tim

[Subashni Ravichandran]

Hello  Tim Dukes

Is there any particular firewall setting or virus scanner setting in place?

[tim.dukes]

Hi Subashni

 

No special firewall or antivirus in place, windows firewall is on. Customer has admin rights.

 

Is a web session a good idea in this instance?

 

Tim

[Subashni Ravichandran]

Tim Dukes 

During installation, I hope you have made sure to turn off windows defender and run the installation with administrator right?

If you have not done this please ensure you run the installation again with the mentioned conditions, if not we can arrange for a Webex tomorrow to discuss the issue. I will email you the details as soon as I receive a confirmation to this reply.

[tim.dukes]

Hi Subashni 

 

Customer has tried un-installing and and re-installing with Admin rights and Windows Defender off, still getting the same error message?

 

Could we set up a webex as seem to be out of options here?