Easysoft Licensing User Guide - Troubleshooting
Solving problems in the Easysoft License Manager
This section describes possible problems that may be encountered when licensing Easysoft products and how to overcome them.
Error messages are displayed if there is a problem when a user clicks on one of the following buttons on the Easysoft License Manager window:
- Request License
- On-Line Request
- E-mail Request
- Print Request
- View Request
Problems that you may experience in trying to connect to the Easysoft License Server due to access restrictions are explained in Firewalls.
The following error messages describe problems that have occured on the Client side of the licensing operation:
"Name field may not be blank"
The Name field must not be left empty.
"Email field may not be blank"
The Email field must not be left empty.
"Email field should contain a valid email address"
This email address will be used by Easysoft to send out license information, so make sure that it is a valid address.
"Unable to write/open/read to the registry"
This normally indicates a permissions problem. Check with your system administrator, who may need to operate the software under 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 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 supplied Easysoft license file could not be read. This normally indicates a permissions problem. Check with your system administrator, who may need to operate the software under a different user.
"Duplicate license key"
The same license key has already been added to the system more than once. This error will normally occur when re-using the same license file.
"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.
"Email address not specified"
The License Manger requires an email address to enable the License Server to reply with your license information.
"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 in order for the License Manager to be able to send an email request to Easysoft. You can send the information by hand if this problem persists.
"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 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. See 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 with the Easysoft system. 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.
The following error messages describe problems that have occured on the Server side of the licensing operation:
"Invalid Site/Machine Number"
The number supplied does not conform to the 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 is possible that this message may be seen 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.
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 (126.96.36.199) 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.