Learning Forum

[tim.dukes]

Hi Support,

A customer is having issues with the software. They have installed the software 2020 R2 . 

 

They load the software and then are asked to log in which they do with there account details and then nothing happens. The software does not load up?

 

In there Discovery Account the license has been activated. 

 

We then asked them to de-activate and try manual activation and connection test see which all worked as expected.

 

When they then load the software they get the below error which points to a connection issue?

 

 

 

Any ideas?

[Naresh Patre]

Hello Tim Dukes

The activation id seen in the account page snapshot is different than the one activated through command prompt. Can you cross check the activation ids?

[tim.dukes]

Hi Naresh,

 

It seems it is something to do with permissions the software will open when run as admin. 

 

When the user then opens as normal it asks for the login again and refuses to open. 

 

The user has said they have installed the software as Admin.

 

Do you know what permissions are needed to open the software without Admin as this isn't going to be possible at all times.

 

Tim

[Naresh Patre]

Hello Tim Dukes

Can you launch the Licensing Mode Manager from Windows start menu and select "All Users" option as shown below, then try launching SpaceClaim? Let me know if this helps.

 

[tim.dukes]

Hi Naresh Patre

 

Sorry about the late reply. User has tried the above and it hasn't helped.  Any other ideas why it won't open unless opened as admin. They have installed other programs as admin and then don't need admin rights to open the program.

[Naresh Patre]

Hello Matt Madore do you have any suggestions in this case?

[ANSYS_MMadore]

Tim Dukes can you please gather the client side diagnostic logs and send to ansys-discovery-support@ansys.com?

 

1. Launch the Client ANSLIC_ADMIN Utility as the user experiencing the problem.

2. Click View Status/Diagnostic Options

3. Click Gather Diagnostic Information

4. Select Yes when prompted

5. If you would like to specify the directory of the diagnostic files, select Yes. If not, select No (there will be a pop-up window displaying the location of the diagnostic files once it’s finished gathering the files)

6. Please zip the entire diagnostic directory and email to ansys-discovery-support@ansys.com

Please refer to this Animated Tutorial for assistance with how to obtain the diagnostics on the Client side and for license servers running Version 15 or earlier version of the ANSYS Inc. License Manager.

Gathering Client-Side Diagnostics for ANSYS

[tim.dukes]

Hi Matt Madore

 

Diagnostics attached here but they have also been emailed to support email from customer.

🛈 This post originally contained file attachments which have been removed in compliance with the updated Ansys Learning Forum Terms & Conditions

[ANSYS_MMadore]

Tim Dukes Could they also gather diagnostics after a successful run as Admin? Does this mean when they right-click -> "Run as administrator" or as a different user with Admin rights?