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Unable to Create a New Hydraulic Model/Project due to a random program termination or software activation issue

DARRYN ARENA
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Hi, I'm having a lot of difficulty with installing the Academic Licenced Version of WaterGEMS and SewerGEMS in Windows 10. I have attempted several installations of both the 64-bit and 32-bit CONNECT Edition versions on my laptop and each time everything installs fine, but when I go to Create a New Hydraulic Model it proceeds to load up a blank project and then terminates with a random error message.  I have attempted to enter my academic/student licence via the Licence Management Tool also in case it is a problem with the software activation, but the error still occurs even when at least one activated version of the particular software appears in the Activation Status list.  I have also tried several times to uninstall each set-up fully and to reinstall afresh and then I attempted again using a second account with a separate email address, but the problem is still occurring.  I'm not sure what to do as I need to start using the software this week for uni and I'm concerned that I will fall behind in my assignments soon if I can't get it to function properly, so any help you can provide would be much appreciated.  The following text is shown each time the program is halted and after it occurs program freezes and can only be closed with Ctrl+Alt+Delete and Task Manager:

--------------------------------------------------------

H&H-SewerGEMS stopped working

A software error has occurred; we apologize for any inconvenience this may have caused. This error has been logged locally.

Please send this error log using the option below. Reporting an error log will help us better your product experience. All information is treated as confidential and is only used to improve future versions of the product.

Please provide a description of the events just before this dialog appeared:

Providing your contact information below is optional. If provided, we may contact you in regards to additional information needed about this error. We will also be able to notify you of available fixes that result from your crash.

Email address (optional):
Click here to send the error log to Bentley Systems, Inc.
Click here to dismiss this dialog without sending the error log
Click here to stop the countdown

If you continue to experience problems please contact Bentley SELECTsupport

Error log will be sent automatically in 67 seconds.
Click here to see the details of the local log which will be sent to Bentley Systems, Inc.

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When I run WaterGEMS or SewerGEMS it indicates in the title bar that the installs are licenced for academic use only, so I don't believe that this problem is due to an activation or licencing error and it also appears like my Microsoft update files within Control Panel (redistributable, Microsoft.NET Framework and SQL files) are all up to date too.  Could you please advise what is the most likely reason for this error and how it may be fixed?  Also, I was not provided any opportunity during the set-up to enter in my Activation Key which I thought was strange, so in order to activate the software with my activation key, I tried to use the Licence Management Tool but perhaps after several unsuccessful installs the multiple Activation Statuses now appearing in this dialogue box may be causing an issue also when either program is loaded.  Can you please advise of the best way to sort out this problem so that I can properly activate and use my academic/student software? With thanks. 

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  • 0 Offline
    The three problems I’m experiencing are:

    1. The software isn’t opening up a new hydraulic model / project and it terminates with an runtime/program error on each attempt when I try to start a new project. Exiting from this causes the program to freeze and it can only be closed using Ctrl+Alt+Delete and Task Manager.
    2. On all but the first install attempt, the WaterGEMS and SewerGEMS software automatically installs with a trial license and does not apply my uni’s Site Activation Key to produce an academic license, no matter how I attempt to activate it using the License Management Tool. It will add an academic license, but it does not remove the trial license from the list. The license tool also will not connect to the server while my internet is operating and I can view other web pages. Yesterday, the trial license listed 7-day use for the software and after deleting the keys and clearing this list and then reinstalling, today it says 3-days. At the end of this 3-days is it possible to provide my Site Activation Key to activate the software for academic use or would it be possible for you to send a separate install link to a stable install file for me to correct this installation issue?
    3. The Connection Client software is not connecting to the server despite being able to use the internet to access other pages at the same time with no issue, while antivirus software is disabled. The Connection Client also installs without asking for my username or password to be supplied. It attempts to connect but cannot and it shows the message “Connection Issues - Could not connect – Try Again’’. After clicking on ‘Try Again’ though, there is no way to re-enter in the correct username or password and right-clicking on the icon in the taskbar also only gives the options to ‘Open’ or ‘Exit’ from the program.

    The procedures I follow have been to

    1. Disable all antivirus software and firewall settings.
    2. Login to the Bentley Student Server to download WaterGEMS Connect Edition or SewerGEMS Connect Edition software and to collect my uni Site Activation Key.
    3. Install prerequisites / dependencies.
    4. Run the install file, install everything and then run the program but it does not ask for a Site Activation Key. During the first execution, the title bar in WaterGEMS says that it has a license for academic use or something of this nature, but on other install attempts it does not. I then click ‘Create New Hydraulic Model’, the software attempts to create a new project then terminates with the error “H&H-WaterGEMS stopped working”.
    5. I consult the License Management Tool to assess what is happening with the license. It lists a 7-day trial license although the title bar in WaterGEMS indicated it was licensed for academic use following the first install. I try to activate the license with my uni’s Site Activation Key. It creates a second activated license and doesn’t remove or overwrite the first 7-day trial license so that two licenses are open for the one installation.
    6. I re-run the software and try to begin a new hydraulic model again and it terminates with the same “H&H-WaterGEMS stopped working” error.
    7. I uninstall all Bentley software including the Connection Client.
    8. I attempt all the above steps again with the antivirus and firewall disabled. The list of licenses showing in the LMT becomes extensive after several installs so I uninstall everything and then delete all Bentley key / sub-keys I can find using regedit.exe which clears all licenses appearing in the LMT.
    9. I try the above steps again. First I install the 32-bit version and on another attempt the V8i edition of WaterGEMS or SewerGEMS, and the same thing occurs after each attempt. After this, I fully uninstall everything and wipe all keys again using regedit.exe.
    10. I update all the drivers for my hardware in the Device Manager.
    11. I update my AutoCAD 2015 software to AutoCAD 2016 to ensure I have the basic requirements needed to support the 64-bit version of WaterGEMS or SewerGEMS plugins, although this shouldn’t have any effect on how the standalone versions function.
    12. I then apply the suggestions given by the staff at Bentley.
    13. Following this, I wipe all downloaded installation files and everything I’ve setup through Bentley. I then re-download WaterGEMS again today to attempt a fresh install. This time, I also overwrite the Connection Client install with the 64-bit version of Connection as it has not been connecting to my Bentley student account or the student server/select server? either, but the “H&H-WaterGEMS stopped working” error appears again when I try to create a hydraulic model in WaterGEMS.
    14. I then collected the dump files as suggested by the technical support staff at Bentley and will send these through using the link provided.

    In addition, I tried opening up a second Bentley account when seeking to resolve this issue and I would like to close one since I only need one active account. Both have separate passwords, so I don’t think that the two are sharing any similar access details that might cause an issue when connecting via Connection Client.

    The laptop I am using is an entry level HP with a Windows 10 x64 based operating system, 4 GB RAM (the max that can be accommodated in this machine) and it has dual Intel Pentium 2020M processors. It comes with a standard Intel HD graphics adapter and has no other graphics card from what I can tell.

    Could you please review the dump files created after these errors occurred and also advise what is the correct method for downloading and activating the software for student / academic use in case there is anything I am not doing correctly while installing? Can you also advise, if there is anything lacking with my compuer itself that might be causing an error when WaterGEMS or SewerGEMS is run?

    With thanks,

    Darryn
  • 0 Offline in reply to DARRYN ARENA
    Darryn,

    The WaterGEMS dump file doesn't show an exception being generated, which supports the theory the problem is with the network or internet settings.

    Mark

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