network licensing tips and tricks

Technical Troubleshooting Tips & Tricksto Solve Problems Quickly

H ll H C f C ll 800 369 1990Hywell HerreroTeam Lead – Data Management

Conference Call: 800-369-1990Participant Passcode: 1831314#

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Agenda

Common errors and standard resolution steps

Information required for successful issue resolution

Tools, tips and useful links

More resources

Bonus materialsBonus materials

Q & A

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Common Errors and Resolution StepsCommon Errors and Resolution Steps

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Troubleshooting: Online License Transfer

Error message received even though Internet is running:

“No Internet connection was detected. To transfer a license, connect to the Internet now”connect to the Internet now

Possible Cause:Possible Cause:Existence of proxy settings in Internet ExplorerKnow issue and a defect is currently logged to correct it

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Troubleshooting: Online License Transfer

Basic Checks:

Confirm Port 443 SSL is open / allow for bi-directional traffic

Confirm destination IP address 64.238.213.178 is allowedAllowing full 64.x range is permissible

Query: What are the alternatives in performing OLT for customer without internet access ?

Leverage the “2nd installation” allowed under the EULA (refer section 3.1.2)

Explore the use of modem dial-up for the OLT process

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Troubleshooting: Stand-alone License Issues

Activation is LostSituations where you may need to reactivate a product

Resolving invalid license issueResolving license transfer issues during failed PLU process

Forcing reauthorizationProduct priors to 2010 (Safecast licensing technology)Product priors to 2010 (Safecast licensing technology)

Delete the .DAT fileVista - C:\ProgramData\Autodesk\Software LicensesWin XP - C:\Documents and Settings\All Users\Application Data\Autodesk\SoftwareWin XP C:\Documents and Settings\All Users\Application Data\Autodesk\Software Licenses

For 2010 Product (FLEXnet licensing technology)( g gy)Contact Activation Codes team: 800-551-1490

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Troubleshooting: Stand-alone License Issues

Activation is LostError: 0.1.0011 or 11.1.6011

Suggestions:Remove all external USB drives and Jump DrivesInstall Bind Hot Fix: http://usa.autodesk.com/getdoc/id=DL5620053Reactivate AutoCAD

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Troubleshooting: Network License Issues

Ensure FLEXnet is running on a supported platformThis is imperative in a successful error-free License Manager setupInstability and unforeseen errors are common

S t d l tf f N t k Li M (NLM)Supported platforms for Network License Manager (NLM):Windows Vista x86 SP1Windows Vista x64 SP1 – newly supportedWindows XP x86 SP3Windows XP x64 SP2 – newly supportedWindows 2003 R2 Server Edition (x86/x64)– newly supportedWindows 2003 Server Edition (x86/x64)Windows 2000 Server Edition

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Basic Checks :Confirm latest version of NLM (currently v11.5) is being used

Verify that ports 2080 and 27000-27009 are open

In the license file, ensure server “Hostname” and “Mac address” correspond to the physical server machine used

f fVerify the NLM is running on a supported platformNo virtual environmentNo teamed network cardWindows Server 2008 is not supported

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Basic Checks :Confirm services were created properly

3 Paths, Start Server, Use Services

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Basic Checks:Click on Server Status tab and Perform Status Enquiry button

Ensure the quantity of all available licenses is listed

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Status Enquiry error:“ [ -1, 359 ] : No such file or Directory ”

Possible Cause:“LMTOOLS ignores license file path environment variables” is checked

Suggestion:Uncheck to resolve issue

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Critical information to provide:

FLEXnet Error Code or ScreenshotLicense File (e.g., “CADserver.lic”)O ti Fil ( “ d kfl t”)Options File (e.g., “adskflex.opt”)Debug log fileHOSTID File (from Systems Setting tab)( y g )Server Status File (from Server Status tab) LICPATH.LIC FileSystem Environment VariablesSystem Environment VariablesRegistry: "HKEY_LOCAL_MACHINE\SOFTWARE\FLEXlm License Manager"

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Troubleshooting: “Out of Memory” Issue

Possible Causes:Varies: complex drawing, physical machine memory issue, etc.

Suggestions:Audit and purge drawing fileSet LAYOUTREGENCTL to 0

OPTIONS S t t b “R h it hi l t ”OPTIONS -> System tab -> “Regen when switching layouts”

Simplify drawing fileUnload xrefs and images not needed g

Test & run on a 64-bit machineExplore possibility of increasing system RAM

F 32 bit hi t bli 3GB S it hFor 32-bit machine, try enabling 3GB SwitchRefer : TS1060353 and TS1069947Last resort and final result varies, depending on systems.

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Troubleshooting: System/Product Crashes

Possible Cause:System Conflict, complex or corrupted drawing etc.

Suggestions:Try in Diagnostic Mode

If error persists in Diagnostic Mode, perform full uninstall and reinstall of productElse, if error did not occur in Diagnostic Mode, try the next few steps ...

Try in Admin accountIf not reproducible, recreate windows profile

Disable Antivirus and Security applications restrictions

Audit or Recover drawing

U i t ll d i t ll NET F k 3 5 SP1

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Uninstall and reinstall .NET Framework 3.5 SP1

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Troubleshooting: Installation Errors

Installation Errors 1603, 1606

Possible Causes:Permissions, bad install package, incomplete files, etc.

Diagnostics:Is it network deployment or local installation? Does it occur on multiple machines or only affecting one computer?Can error be repeated using manual installation? Request for log files on client machineRequest for log files on client machine

%TEMP% “install.log” file (read only)Turn-off silent installation to see error code

Clean up the Temp folderClean up the Temp folderDisable Anti-virusRe-try in Diagnostic Mode (see Slide 50 for steps)

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Troubleshooting: Installation Errors

Installation Error 1603, 1606

Possible Causes:Permissions, bad install package, incomplete files, etc.

Suggestions:Allow full permission to local folder and registryCopy DVD content to local folder and run from thereAvoid roaming profileAdopt default folder and path nameAdopt default folder and path name

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Troubleshooting: Windows User Profile Issues

Scenarios:“Problem occurs only when John logs in - others seem fine.”“I don’t encounter the problem with my admin account.”

P ibl CPossible Cause:Corrupted windows profile

S tiSuggestions:Try login using other Windows user account and Admin account

If bl ll t t Ad i i t tIf problem occurs on all user account, except Administrator: Likely to be profile restriction or permission relatedContact customer IT admin for further analysis

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If problem only occurs on a specific user account:Create a new AutoCAD profile

OPTIONS -> Profiles tab -> “Add to List…”Reset new profile to AutoCAD defaultp

“Reset” buttonSet the profile current

“Set Current” buttonSet Current buttonTry this first, before trying the triggering of the secondary installer

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If problem only occurs on a specific user account:Trigger ‘Secondary Installer’

Log on to the computer as that user.

In the Registry Editor delete the following subkey:In the Registry Editor, delete the following subkey:

HKEY_CURRENT_USER\Software\Autodesk\<product name>

In Windows Explorer, delete the following user's application folders:

C:\Documents and Settings\<user name>\Application Data\Autodesk\<product name>

C:\Documents and Settings\<user name>\Local Settings\Application Data\Autodesk\<product name>Data\Autodesk\ product name

Re-start the product. This will initiate the secondary installer, recreating the deleted files and folders

Note: Performing these steps will remove all customization done previously and reset the product to out-of-the-box state.

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Note regarding Support Content Redirection: AutoCAD 2010 Support Content Redirection feature allows deploying support content to locations other than the local user profile

S d I t ll ti t l d h iSecondary Installer tip may not apply under such scenario

Support content may be located in folders other than the local user profile folderprofile folder.

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Troubleshooting: CUI Issues

“Missing menu”, “Command not working”, etc.Occurs on specific user account only

Possible Cause:Corrupted CUI Files

Suggestions:Restore CUI file.

Type CUI at command line. Right-click on the main cuix fileRestore - Set back to the last iteration prior to the changesReset - Perform a reset from the UserDataCache folder

Remove - C:\Documents and Settings\<user>\Application Data\Autodesk\<product name>\<version>\enu\Support

Re-start product, allow file to re-generateCopy CUI file from folder - C:\Program Files\<product name>\UserDataCache\Support

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Troubleshooting: Fatal Errors

“Fatal Error: Unhandled c0000xxxx Exception”

Possible Causes:Bad Install .NET Framework issuesDrawing corruptionConflict with other applicationConflict with other application

Resolution Steps :Run in Diagnostic ModeRun in Diagnostic Mode

If error persists in Diagnostic Mode, perform full uninstall and reinstall of productClean-up all .NET Framework component

3rd party Utility can be used for full clean up of NET Framework3rd party Utility can be used for full clean-up of .NET FrameworkReinstall .NET Framework component using the setup file available in product CD/DVD

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Troubleshooting: Drawing Corruption

Various Potential CausesNetwork (transmission errors, file locking, latent writing of data)Storage media degradation (bad sectors on a hard drive)Defective or failing RAMDefective or failing RAMOperating system issuesPower surges3rd t li ti i i id th A t d k d t3rd-party applications running inside the Autodesk productDWG created or saved by a non-Autodesk productAutoCAD terminated while saving DWG (less frequent)g ( q )

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When a drawing can NOT be opened:RECOVER command

Recovers a selected drawing fileIf successful, open and run AUDIT command

Evaluates drawing integrity and possibly more error correctionSet system variable AUDITCTL=1 to create a report of audit results

RECOVERALL commandRecovers a selected drawing fileAttached and nested xrefs are also opened, repaired, resaved, and closed

INSERT and EXPLODEStart AutoCAD with NO prototypeRun INSERT and selected the corrupted drawingCheck the “Explode” optionC ec t e p ode opt o

Restore from autosave (SV$) or backup (BAK) files

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When a drawing CAN be opened but still has corruption:WBLOCK command

Set all layers ON, THAWED and UNLOCKEDWBLOCK all objects in the drawing to an external block fileOpen new file and run AUDIT

DXFOUT/DXFINDXFOUT to create a new .dxf fileStart new drawing and DXFIN to import the new .dxf file

AECTOACADExports to a selection drawing versionExports to a selection drawing versionStrips potentially corrupt custom objects

PURGE commandC d P t i t d iCopy and Paste into a new drawingExternal References and BindRestore from autosave (SV$) or backup (BAK) files

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“I have more corrupt drawings in this release than ever before! Wh t i A t CAD d i t d i ?”What is AutoCAD doing to my drawings?”

The Perception of CorruptionEach new release improves the ability to detect corruption

Potentially more error messages because more corruption is being foundDetection is product specific – not drawing specificSame drawings in 2010 product may report corruption not reported in 2008

More frequent error messages may not mean more corruptionIt may mean better detection of existing corruptionIt may mean better detection of existing corruptionCorruption that was already there but was not previously detected

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Troubleshooting: Slow Drawing Performance

Possible Cause:Excess annotation scalesOnly affects drawings created in AutoCAD 2008 before SP1

S tiSuggestions:Run the Scale List Cleanup Utility

Removes excess annotation scalesfrom drawingsRefer: DL11062617

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Troubleshooting: Slow Drawing Performance

Possible Cause:Excess registered application (regapp) IDsOften created in bulk by 3rd-party applications

S tiSuggestion:Run the Regapp ID Cleanup Utility

Removes unreferenced regapp IDsg ppRefer: DL11807875

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Information Required ForSuccessful Issue Resolution

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Information Required For Successful Issue Resolution

Always collect the following information:What is the version of the Autodesk product exhibiting problems?Are there any service packs applied to the product?Are there bonus packs or extensions installed for the product?Are there bonus packs or extensions installed for the product?What is the operating system version including service packs?Is the OS 32-bit or 64-bit?

Always verify the following :Is the problem is happening on an earlier product version?

T t th i i t iTest the same issue in a current version Is the problem is happening on an AutoCAD vertical product?

Test the same issue in vanilla AutoCAD?Helps isolate the problem to specific versions or vertical products?May indicate if the problem has been identified and fixed in a later version

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FLEXnet licensing issues

FLEXnet Error Code or ScreenshotLicense File (e.g., “CADserver.lic”)O ti Fil ( “ d kfl t”)Options File (e.g., “adskflex.opt”)Debug log fileHOSTID File (from Systems Setting tab)( y g )Server Status File (from Server Status tab) LICPATH.LIC FileSystem Environment VariablesSystem Environment VariablesRegistry: "HKEY_LOCAL_MACHINE\SOFTWARE\FLEXlm License Manager"

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Printing issuesError Code or Screenshot

Ensure accurate problem descriptionSystem NFO filey

Provide accurate machine specificationPrinter Model / Driver version used

Provide accurate card details for analysisProvide accurate card details for analysis

Try to isolate the problemPrinted via network or locally connected printer?Printed via network or locally connected printer?Is this happening in one particular drawing or in all drawings?Is the issue reproducible with one of the tutorial or sample drawings?

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Display issuesError Code or Screenshot

Ensure accurate problem descriptionSystem NFO filey

Provides accurate machine specificationDisplay card model and driver version

Provides accurate card details for analysisProvides accurate card details for analysis3Dconfig command – View Tune Log

Acquire : Performance Tuner LogI di l d d l t d?Is display card model supported?

www.autodesk.com/autocad-graphicscardIs this happening in one particular drawing or in all drawings?

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Product CrashesError Code or Screenshot

Ensures accurate problem description

System NFO fileSystem NFO fileProvides accurate machine specification

CER (Customer Error Report)CER (Customer Error Report)XML info may provide quick leads to cause of problemCustomer email address used in CER for tracking and follow up

Customer’s File (if available)Enables problem simulation

Is this happening in one particular drawing / machine / account or in allIs this happening in one particular drawing / machine / account or in all drawings / machine / accounts?

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How does Customer Error Reporting (CER) work?

System information is collected:O ti t A t d k d t i hi d i tOperating system, Autodesk product version, graphics drivers, etc.Other applications that were active at the time of the crashCommands recently run in the productM dd d A t CAD t k t th i t f hMemory addresses and AutoCAD process stack at the point of crash

CERs are received, analyzed and forwarded to Autodesk developers for researchfor research

Instant email response if a workaround or fix already exists

F t il tifi ti h fi b il blFuture email notification when a fix becomes available

Best practices for supplementing CER information:Use the CAD Manager Control utility to enable including the computer nameUse the CAD Manager Control utility to enable including the computer nameProvide an email address so Autodesk can contact directly if neededProvide a step-by-step description of the error – not just swearingMake a note of the CER number for future related communications

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Make a note of the CER number for future related communications

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Tools Tips and Useful LinksTools, Tips and Useful Links

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Tools, Tips and Useful Links

License Parser Toolhttp://www.licenseparser.comInterprets license file contentGenerates an easy-to-read reportGenerates an easy to read report

Demonstration video available in Handouts

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Telnet To License Server PortUseful in checking if the port 2080 is accessible

Go to DOS PromptType : telnet 10.148.32.75 2080

Where “10.148.32.75” is the License Server and 2080 is the Port number.Press <Enter>

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Telnet To License Server PortThe screen below signify a successful “telnet session”Implies the port is available, with no connection problem

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Telnet To License Server PortThe screen below indicates a failed “telnet session”Implies the port is not available and connection will failYou will probably get Error [1.5 – 15]You will probably get Error [1.5 15]

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Ping command (by servername)Useful in checking if license server is up and runningUseful in checking if server name resolution is working

Translation from server name to IP address

Successful ping shown below :Implies the server is up and runningImplies the server name resolution is workingImplies using “server name” in licpath.lic will work

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Ping command (by servername)If you encounter “could not find host”

Indicates client is unable to locate server via “server name”Implies server is down or server name resolution is NOT workingImplies server is down or server name resolution is NOT workingWorkaround: replace Server Name with IP address in “licpath.lic” fileInform customer IT Team.

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Removing Microsoft .NET Framework

A clean removal of .NET Framework is imperative in allowing a clean re-setup of the latest version, when resolving install issues

If problem persisted after standard un-installation routine, then 3rd party removal utilities can be considered (if necessary)

Due consideration and understanding of the utility must be adopted by implementer before use

T i ll h t l ill d l t h d fil d i t k d bTypically, such tool will delete shared files and registry keys used by other versions of the .NET Framework

A repair or re install for relevant versions NET Framework may beA repair or re-install for relevant versions .NET Framework may be required

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Removing Microsoft .NET FrameworkThere are several utilities available for .NET Framework removal

Example - http://blogs.msdn.com/astebner/archive/2006/05/30/611355.aspx

Important: These are not Autodesk utilities and usage is at yourImportant: These are not Autodesk utilities and usage is at your discretion and considerationsImportant: Read each utilities caveats and disclaimers in usage terms

d diti

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Windows Cleanup UtilityUseful in removing residual failed installation filesAllows reinstallation to proceed

http://support.microsoft.com/kb/290301p pp

Note: Official Microsoft utilityOfficial Microsoft utilityUsage is at your discretionand considerations

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Checking Graphics InformationWin XP : Go to Start -> Run -> Type “dxdiag” <Enter>Vista : Start Search -> Type “dxdiag” <Enter>

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Checking machine Port detailsCurrports utility

Google “currports” for trial download

Note: Not an Autodesk or Microsoft utility. Usage is at individual

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How to go to Diagnostic Mode :On the Start menu (Windows), click Run (Windows 2000/XP) or Start Search (Windows Vista).

T fi Cli k OKType msconfig. Click OK.

In the System Configuration Utility dialogGeneral Tab - > check the “Diagnostic Startup” optiong p pServices tab -> check the “Autodesk Licensing Service” optionClick OK. When prompted, restart Windows.

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How to return to normal Windows startup:On the Start menu (Windows), click Run (Windows 2000/XP) or Start Search (Windows Vista).

T fi Cli k OKType msconfig. Click OK.

In the System Configuration Utility dialogGeneral Tab - > check the “Normal Startup” optionp pClick OK. When prompted, restart Windows.

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ResourcesAutoCAD® Hot IssuesAutoCAD® Hot Issues

ContentCurrent Hot IssuesAccess to AutodeskKnowledge BasegSearch

http://www.autocad.com > Services & Support

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ResourcesAutoCAD® Updates and Service PacksAutoCAD® Updates and Service Packs

ContentAutoCAD updatesHot fixesMultiple versionsMultiple versions

http://www.autocad.com > Services & Support > Data and Downloads

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ResourcesAutoCAD® Installation Troubleshooting GuideAutoCAD® Installation Troubleshooting Guide

http://usa.autodesk.com/getdoc/id=TS1070000

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ResourcesWindows Installer Error MessagesWindows Installer Error Messages

http://msdn.microsoft.com/en-us/library/aa372835.aspx

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ResourcesAutodesk Product Support Blogs

Regular updates on useful tips and product information

Autodesk Product Support Blogs

Hosted by Product Support technical leads and staff

The Revit Clinic (Revit)http://blogs.autodesk.com/revitclinic

Cracking The Vault (Vault)http://blogs.autodesk.com/crackingthevault

Being Inventive (Inventor)http://blogs.autodesk.com/beinginventive

Being Civil (Civil3D)http://blogs.autodesk.com/beingcivil

Without A Net (AutoCAD)h //bl d k / i h

Maya Station (Maya)h //bl d k / ihttp://blogs.autodesk.com/withoutanet http://blogs.autodesk.com/mayastation

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More blogs can be found at: http://blogs.autodesk.com

Points To Note

This session and information aims to enhance effectiveness in d il t bl h ti ff tyour daily troubleshooting effort

Desired results may vary due to differences in system ienvironment

Seek advice of customer IT staff whenever required

Non-Autodesk utilities presented in this document do not constitute an endorsement by Autodesk

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Experts Panel

Tom Stoeckel – AutoCAD/platform

Harlan Brumm – Revit

Jason Hickey – Civil 3DJason Hickey Civil 3D

Hywell Herrero – Data Management

Don Warner – Inventor, AutoCAD Mechanical

Lalena Whitcombe – 3D Studio Max

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