Learning Forum

[omajo]

Hello, I have a connection problem with a client 
The 2 connection identifiers are as follows: 

michel.rispal@fondasol.fr  -> account administrator

david.esposito@fondasol.fr -> simple user

previously the company had a license under the old management system
I have an order dated 01/02/2019

Migration of the old SpaceClaim Engineer version (license number: NL4-TJ32WHH-497LR-SCY9H-3PDG9-80SM4-2E0VX) to the new product generation : Discovery SpaceClaim
Since then, he has taken a new license ANSYS Discovery Essentials and Standard (3.1Gb)

He has had an error message for about 1 month, about a license refresh problem. 
(see attached message). 
But the problem is more important because:
- The 2 identifiers michel.rispal and david.esposito do not have access to their DISCOVERY SPACECLAIM license, while the customer should have access to 2 standard DISCOVERY SC licenses.

- In the ANSYS portal, at the level of license administration management, if the user is invited to david.esposito@fondasol.fr. He is not entitled to any subscription ( 0 subscription).

- In the ANSYS portal, at the level of license administration management, for the other connection of the administrator michel.rispal@fondasol.fr . Indeed, it has a standard DISCOVERY SC subscription, but its access does not work if you launch Discovery SpaceClaim.

 

best regards

[Brian Bueno]

olivier. majo

I see only one subscription listed in their account.  Each subscription allows 2 PC activations.  Is it possible there was some confusion about this when they purchased?

I have also contacted our order fulfillment team to check again and make sure they are not missing a subscription.

For the problem refreshing the license, please try the Refresh command listed in the following article:

https://discoveryforum.ansys.com/t/63rk4h/discovery-subscription-license-command-line-options

It may be necessary to manually launch the ansysls_client.exe file using Run as Administrator before the process will work as described in the article.

[omajo]

Brian Bueno 

hello brian, 

it is a mistake in my side, i spoke with my client 

he will resetting his firewall and antivirus to permit

the refreshing of the license

regards

[omajo]

olivier. majo 

hello brian, i have an answer from my client

i 'm joining the error message  at the root of the problem

 the antivirus has been configured to allow space claim.

this is not enough, the IT department of the
company asks me to provide them with a list of the
PUBLIC IPs to allow on the proxy.

regards

[Brian Bueno]

olivier. majo 

This article describes recommended proxy settings: https://discoveryforum.ansys.com/t/80ggbh/proxy-server-configuration

This one is for the firewall settings (item 5A): https://discoveryforum.ansys.com/t/q5gwjy/discovery-license-activation-troubleshooting