troubleshooter simca and modde

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TROUBLESHOOTER MODDE AND SIMCA

Introduction This document has been created to resolve the most common questions that arise when installing Umetrics MODDE or SIMCA software in order to get you up and running as soon as possible. If your question is not addressed here please contact Umetrics support: [email protected]

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Contents

TROUBLESHOOTER MODDE AND SIMCA...................................................................... 1

Introduction ............................................................................................................................. 1

1. Downloading ........................................................................................................... 3

1.1 Not possible to download the software or any document from our homepage. ......................................................................................................... 3

1.2 Lost the password for the ZIP-file .............................................................. 3

2. Demo ......................................................................................................................... 3

2.1 Demo on a virtual machine ......................................................................... 3

3. Installation ............................................................................................................... 3

3.1 How to install SIMCA/MODDE ................................................................... 3

3.2 SIMCA/MODDE asks for an activation key when you have a product key ............................................................................................................... 4

3.3 Invalid product key. SIMCA/MODDE has not been properly installed. You will need to install it again. ............................................................ 4

3.4 The system clock is set to a time prior to when MODDE/SIMCA has been run previously. The license does not allow that. ........................................................................................................................ 4

3.5 This installation package is not supported by this processor type. Please contact your product vendor ........................................................... 5

3.6 There is a problem with the Windows Installer package. ...................... 5

4. Activation ................................................................................................................. 5

4.1 Error when creating the license request – “The website may be temporarily down for maintenance” ................................................................. 5

4.2 Error when creating the license request - “License order has been disabled” .......................................................................................................... 8

4.3 Error when creating the license request – “Bulk license count has been exceeded” ................................................................................................ 8

4.4 The license file is incorrect. The license file does not match the computer hardware ........................................................................................... 9

4.5 No valid license file found ......................................................................... 10

4.6 MODDE/SIMCA on a virtual machine ..................................................... 10

4.7 Could not get the license UmetricsLicensePaths ................................. 10

4.8 License file not recognized ....................................................................... 11

4.9 Unable to read license file ........................................................................ 11

4.10 The product version has a later release date than the license/maintenance agreement allows ............................................................. 12

4.11 Terminal services ................................................................................... 12

4.12 The license has expired. ....................................................................... 13

5. LICENSE SERVER ............................................................................................... 13

5.1 Network error when trying to check out .................................................. 13

5.2 SIMCA/MODDE already borrowed message ........................................ 13

5.3 Borrow doesn’t work .................................................................................. 13

5.4 Installing service…failed. Error whilst installing service ....................... 13

5.5 FAIL: Unable to read file ........................................................................... 14

5.6 WARNING: License file is using unknown/invalid syntax .................... 14

5.7 Feature XXX does not match the HOSTID of this computer ............... 14

5.8 UDP-Port 6200 is already in use ............................................................. 14

5.9 Cannot install license server - command not working .......................... 14

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1. Downloading

1.1 Not possible to download the software or any document from our homepage. Reason: You are having a problem downloading software or document from our homepage. Most often the reason is company policies or the firewalls at the company. Solution: Contact [email protected]

1.2 Lost the password for the ZIP-file Solution: Send an request for the password to [email protected]

2. Demo

2.1 Demo on a virtual machine Reason: The SIMCA/MODDE demo will not work on a virtual machine

Solution: Please contact the sales manager of your country, for details see the following link: http://www.umetrics.com/contact

3. Installation

NOTE! You need to have administration permission to be able to install SIMCA and MODDE

3.1 How to install SIMCA/MODDE See the installation instructions included in the installation package. The file should be located in the same directory as where SIMCA/MODDE is installed.

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3.2 SIMCA/MODDE asks for an activation key when you have a product key

Reason: For SIMCA 13.0.1, 13.0.2 and MODDE 9.1.1 Umetrics changed how to activate the software, these versions need an activation key that is 20 characters long (e.g. ABC12-EFGHI-34JKL-MN56O), while all other versions need an product key that is 12 characters long (e.g. ABCD-1234-5678)

Solution: Make sure that you have downloaded the correct version of SIMCA/MODDE, if you have a product key you should use the following links

For MODDE 9.1 http://www.umetrics.com/download-software

SIMCA 13.0/MODDE 9.0 and older versions, http://www.umetrics.com/default.aspx?id=9537

3.3 Invalid product key. SIMCA/MODDE has not been properly installed. You will need to install it again. Reason: SIMCA/MODDE is missing some keys in the Registry.

Solution: Contact [email protected] .

3.4 The system clock is set to a time prior to when MODDE/SIMCA has been run previously. The license does not allow that. Reason: The system clock has been changed and the license file for SIMCA/MODDE doesn’t allow the system clock to be changed.

Solution: Please contact [email protected]

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3.5 This installation package is not supported by this processor type. Please contact your product vendor

Solution: You are trying to install the 64-bit SIMCA on a 32-bit computer. Please download the 32-bit version from our www.umetrics.com

3.6 There is a problem with the Windows Installer package.

Solution: This is not a SIMCA/MODDE problem. Updating the Windows Installer might solve the problem.

4. Activation

NOTE! You need to have administration permission to be able to activate SIMCA and MODDE

4.1 Error when creating the license request – “The website may be temporarily down for maintenance”

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Reason: The internet connection is temporarily down or your firewall’s settings don’t allow SIMCA/MODDE to connect to the activation server.

Solution SIMCA:

1. Try again later

2. If it still doesn’t work, please talk to your IT-department if they can help you

3. If you still can’t activate over the internet, do as follows. Click the SIMCA icon and the following dialog will appear. In this dialog select Other options

4. In the text in the Activate SIMCA dialog, click “clicking here”

5. The Request a license file dialog will appear, click Send registration email

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6. An automatically generated email will be created. When you send this to Umetrics, you will then get a license file in return.

7. If the computer isn’t connected to the internet or that your email client doesn’t automatically create an email, copy the Registration key and paste it in an email and send it to [email protected]. In this email please make sure the following information is available; your name, company/department, site, activation key/product key and registration key

Solution MODDE

1. Click the MODDE icon and choose Other options in this dialog

2. In the text in the Activate MODDE dialog, click “clicking here”

3. The Request a license file dialog will appear, click Send registration email

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4. An automatically generated email will be created. When you send this to Umetrics, you will then get a license file in return.

5. If the computer isn’t connected to internet or that your email client doesn’t automatically create an email, copy the Registration key and paste it in an email and send it to [email protected]. In this email please make sure the following information is available; your name, company/department, site, activation key/product key and registration key

4.2 Error when creating the license request - “License order has been disabled”

Solution: You have to ask for a license file manually, see paragraph 4,1 on how to do that

4.3 Error when creating the license request – “Bulk license count has been exceeded”

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Reason: The activation code can only be used on one computer and if you try to use an already used activation code on another computer this error-message will appear.

Solution: Please contact [email protected]. In this email please make sure the following information is available; your name, company/department, site, activation key/product key, registration key and information about the error-message.

4.4 The license file is incorrect. The license file does not match the computer hardware

Reason 1: You are trying to use a license file from another computer. Please note that the license file is computer specific.

Reason 2: Some of the hardware has changed on the computer and since the registration key is calculated from the hardware, the license file will no longer match the registration key on the computer.

Solution: Send the new registration key to [email protected] to get a new license file. In this email please make sure the following information is available; your name, company/department, site, activation key/product key, registration key and information about the error-message.

To get the registration key in MODDE 9.1/SIMCA 13.0 and earlier versions. go to Help/Register

For SIMCA 13.0.1, 13.0.2 and MODDE 9.1.1, see paragraph 4.1 above

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4.5 No valid license file found

Reason 1: SIMCA/MODDE can’t find the license file in the directory where it should be located.

Solution 1: Make sure the license file is located in this path

C:\ProgramData\Umetrics\SIMCA\13.0

C:\ProgramData\Umetrics\SIMCA-P+\XX.Y

C:\ProgramData\Umetrics\MODDE\XX.Y

If there is no license file in this directory, copy and paste the file into this directory manually.

Reason 2: For some reason the registration key doesn’t match the license file anymore.

Solution 2: Send an email to [email protected] and in this email please make sure the following information is available; your name, company/department, site, activation key/product key, registration key information about the error-message.

4.6 MODDE/SIMCA on a virtual machine

Reason: You have installed MODDE/SIMCA on a virtual machine


4.7 Could not get the license UmetricsLicensePaths Reason: You are not logged in as an administrator

Solution 1: Right-click on the SIMCA/MODDE icon and choose Run as Administrator. Then activate the license file again

Solution 2: Log in as a system administrator and make sure you start SIMCA/MODDE while you are logged as an Administrator. Then activate the license file again

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4.8 License file not recognized

Reason: After the activation of the license file, the new license file is not recognized. This is noticed by the date in the License notification dialog which doesn’t match the date in the “New license file found” dialog.

Solution: Right-click on the SIMCA/MODDE icon and choose “Run as Administrator” and then activate the license file again.

4.9 Unable to read license file

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Reason 1: The original license file UmetricsLicense.$SIMCA or Umetrics.License.$MODDE has been corrupted by your email-server

Solution 1: Send an email to [email protected] and ask for a password protected ZIP-file of the license file. In this email please make sure the following information is available; your name, company/department, site, activation key/product key and registration key

Reason 2: You have received a license file that is not valid for your version of the software. For example, you have installed MODDE 9.1 and got a license file for MODDE 9.1.1

Solution 2: Send an email to [email protected] and ask for a license file that is valid for the version you are using. In this email please make sure the following information is available; your name, company/department, site, activation key/product key, registration key and information about the error-message.

4.10 The product version has a later release date than the license/maintenance agreement allows

Reason: The license file isn’t set to work with the version of SIMCA/MODDE that you are trying to activate

Solution 1: If you have a valid Maintenance agreement for the SIMCA/MODDE license, contact [email protected] to get a license file that is allowed for the correct version of the software. In this email please make sure the following information is available; your name, company/department, site, activation key/product key, registration key and information about the error-message.

Solution 2: Otherwise contact the Sales manager of your country to order or arrange for a Maintenance agreement. For details, see http://www.umetrics.com/contact

4.11 Terminal services

Reason: You are trying to run SIMCA/MODDE on a Windows Terminal Server or running the software by using Remote Desktop.

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4.12 The license has expired. Reason: The license file has an expire date and the license file is now invalid


5. LICENSE SERVER Note! Make sure you have installed the correct license server

SIMCA-P+ 12.0 and SIMCA-P 12.0.1 use UmlicenseServer 240

SIMCA 13.0, SIMCA 13.0.1 and SIMCA 13.0.2 use UmlicenseServer 437 (delivery date Oct 29, 2012 or later)

MODDE 9.0 and MODDE 9.1 use UmlicenseServer 240

MODDE 9.1.1 use UmlicenseServer 437 (delivery date Oct 29, 2012 or later)

5.1 Network error when trying to check out Reason: You can’t run SIMCA 13 on a license server for SIMCA 12

Solution: You have to download the correct SIMCA 13 license server from http://www.umetrics.com/download-software.

5.2 SIMCA/MODDE already borrowed message Reason: SIMCA/MODDE is already borrowed when they tried to borrow the license.

Solution: Unfortunately there is no help for this; you have to wait until the loan expires to be able to renew.

5.3 Borrow doesn’t work Reason: For SIMCA 13.0.2 and MODDE 9.1.1 there is a problem with the borrow function.

Solution: Please contact [email protected]. In this email please make sure the following information is available; your name, company/department, site, activation key/product key, registration key and information about the error.

5.4 Installing service…failed. Error whilst installing service Reason: You have installed the license server for MODDE 9.1/SIMCA 12 on the same server as SIMCA 13. In this case you need to install and start the license server for MODDE 9.1/SIMCA 12 before you start the license server for SIMCA 13

Solution: If you have installed the SIMCA 13 license server before the one for MODDE 9.1/SIMCA 12, the license server for SIMCA 13 needs to be uninstalled. After SIMCA 13 is uninstalled, install the license server for MODDE 9,1/SIMCA 12 and start the license server. Then install the license server for SIMCA 13.

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5.5 FAIL: Unable to read file Solution: Make sure the license file has the same path as is entered in the lmx-serv.cfg file and that the names are identical.

5.6 WARNING: License file is using unknown/invalid syntax Reason 1: The incorrect version of the licenser server is installed (for example the license server for SIMCA 13 is installed while you have a license file for SIMCA 12 or the other way around.)

Solution 1: Make sure you have the correct license server installed

Reason 2: You have received an incorrect license file (for example you have received a license file for MODDE 9.1.1 while you should have a license file for MODDE 9.1.)

Solution 2: Please contact [email protected] to get the correct license file. In this email please make sure the following information is available; your name, company/department, site, activation key/product key, registration key and information about the error.

5.7 Feature XXX does not match the HOSTID of this computer Solution: The registration key is incorrect; please use UmLicenseServerRegistrationKey.exe to create the registration key. Note that UmLicenseServerRegistrationKey.exe must be run on the server where the license server will be installed.

The new registration key should be sent to [email protected]. In this email please make sure the following information is available; your name, company/department, site, activation key/product key and registration key.

5.8 UDP-Port 6200 is already in use Solution: If you start the license server for SIMCA12 before starting the one for SIMCA 13 it should work.

5.9 Cannot install license server - command not working Reason: You have copied the commands directly from the “Installation and Configuration of Umetrics License Server.pdf”. The command prompt will then interpret the “-“-sign different.

Solution: Enter the commands manually.

troubleshooter simca and modde

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