SYNCHRO Pro has migrated to Bentley CONNECT Licensing. Therefore starting from release 2019, all subsequent releases have included CONNECTION Client within SYNCHRO Pro installer. CONNECTION Client must be running on user's machine for licensing SYNCHRO Pro and other desktop products properly.
As CONNECT Licensing is managed by the CONNECT Services team at Bentley, when a license issue occurs, we recommend raising a Service Request in CONNECT Center. Please scroll down for details on raising a Service Request for license and other CONNECTION Client issues.
When you run into an error similar to the following, you may be able to resolve this issue by uninstalling CONNECTION Client, uninstalling SYNCHRO Pro, and installing SYNCHRO Pro. Please go to the Solution section for the step-by-step instructions.
Following the steps below may solve the CONNECT licensing issue. If the following steps were followed and the issue is still not resolved, please refer raise a Service Request as instructed above.
Go to the right corner of the Windows Taskbar, look for CONNECTION Client icon> click CONNECT Center. This will prompt you to https://connect.bentley.com. Once you log in with your Bentley IMS username and password, you can scroll down and to raise a Service Request.
The CONNECT team will reach out and help you resolve the Connect licensing issue once a Service Request is raised. If you'd like to escalate a Service Request, please contact your Account Manager or reach out to email@example.com and mention the SR number.
When requesting assistance for a license issue with a Service Request, please follow the instructions here: https://communities.bentley.com/communities/other_communities/sign-in_assistance_and_web_services/w/wiki/29498/preferences-other-settings.
To automatically collect Log files, CONNECTION Client 10.00.13.xx and newer is required. From Windows Start, run the following to collect the logs automatically- "%CommonProgramFiles%\Bentley Shared\CONNECTION Client\LogCollector.exe". You can attach this when you submit the Service Request. Alternatively, Log Collector can be launched from CONNECTION Client, Settings> Log Collector.