Troubleshooting

Client-side errors

The following error messages describe licensing problems that have occured on the client side (the License Manager):

"No licenses for this product can be found, return code 9"

  • You don’t have a license key added into the Easysoft License Manager and you try to use the software.

  • You don’t have a license for the version of the Easysoft software you are using.

  • Your reported hardware configuration changes after you add a license key. (For example, the machine’s MAC address changes.)

  • You don’t have the correct permissions to access the Easysoft license or product subtrees of the registry.

"Unable to write/open/read to the registry"

This normally indicates a permissions problem. Check with your system administrator, who may need run the License Manager as a different user so that the registry can be accessed.

"Unable to initialise the TCP/IP socket layer"

This probably means that TCP/IP networking is not installed on your computer. Consult with your system administrator.

"Unable to open file for reading"

The supplied Easysoft license file could not be opened. This normally indicates a permissions problem. Check with your system administrator, who may need to operate the software under a different user.

"Unable to open read from file"

The Easysoft license file could not be read. This normally indicates a permissions problem. Check with your system administrator, who may need run the License Manager as a different user.

"Duplicate license key"

The same license key has been added more than once.

"Invalid license key"

The license string does not conform to the expected syntax. Check that the text has been correctly copied and that all the characters are correct.

"Could not send message"

Check your local email settings, as this normally indicates a networking problem.

"Could not start MAPI"

The License Manager was unable to find a MAPI subsystem on your computer, which is required for the License Manager to be able to send an email request to Easysoft.

"Printer would not initialise"

Check your local setup and printer hardware.

"The software was unable to start a printed page"

Check your local printer software and hardware.

"Unable to create a TCP/IP Socket"

This indicates there’s a local network setup problem.

"Unable to connect to the Easysoft License Server"

This may be due to a problem in the local network setup or to a lack of internet connectivity. Refer to Firewalls if the software is being operated behind a firewall. If the problem persists and none of the previous conditions exist, it may be due to a network problem at Easysoft. Contact Easysoft for more details.

"Sending to the Easysoft License Server fails"

A network problem has caused the information to not be sent to Easysoft. Try repeating the operation a little later.

"No license information was received"

A problem occurred that prevented the License Server from sending the expected information. Contact Easysoft for more details.

Server-side errors

The following error messages describe licensing problems that have occured on the server side (the License Server hosted by Easysoft):

"Invalid Site/Machine Number"

The number supplied does not conform to the expected syntax for a machine number. Contact Easysoft for more details.

"A trial has already been issued for this machine, please contact Easysoft"

Normally only one trial license is allowed for any single machine. Contact Easysoft if a duplicate license is required. It’s possible that this message may display without a previous trial license having been issued. In this case, contact Easysoft and a trial license will be supplied.

"auth code XXXX is not found, re-enter and repeat"

The authorization code supplied has either not been entered correctly or has already been used to obtain a license. Contact Easysoft if neither of these cases apply.

"can’t find product XXXXX"

The License Manager has requested a license for a product that is not known to the License Server. This may be due either to an internal error or to differing versions of the software. Contact Easysoft to resolve the problem.

Firewalls

When using the automatic/online method to obtain a license, the License Manager program attempts to make a TCP/IP connection to license.easysoft.com on port 8884.

If your machine is behind a firewall that does not allow outgoing connections to port 8884, this method will fail.

In this case, either ask your system administrator to temporarily open up this route or use the offline method to obtain a license.