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Sign in problems or "stopped working" error with CONNECTION Client

Product(s):	WaterGEMS, WaterCAD, HAMMER, SewerGEMS, SewerCAD, StormCAD, CivilStorm, PondPack, FlowMaster
Version(s):	10.02.00.XX and greater
Area:	Licensing

Introduction

Starting with the CONNECT Edition Update 2 release of the above OpenFlows products, you must sign in to the CONNECTION Client to activate your product license. If the CONNECTION Client is not working properly or fails to sign in, this troubleshooting guide can help.

I don't have an account (username / password)

If you are having difficulty signing in or if you do not have an account that is linked to your organization, contact your Administrator. See: Bentley user registration - Connected User setup

I don't have Internet Access

If you do not have internet access or need to be away from the network for a period of time, see the section "Reserving a license / No Internet" here: Licensing OpenFlows products - Subscription Entitlement Service (CONNECT Licensing)

"The webpage cannot be displayed" appears when signing in

Try right-clicking on the message and choose "refresh" or "back" and try again. See also: The Webpage Cannot Be Displayed After Sign In | CONNECTION Client Fails to Sign In

"Connection Issues... Could not connect" appears when opening the CONNECTION Client

This can happen if your internet connection is not working properly (check to see if other web pages open in Internet Explorer, and check your network/wifi connection). This can also happen if you have an incorrect Proxy Server configuration. Open the Bentley Licensing Tool (search in the Start menu), go to Tools > Options > Proxy Configuration. If you do not use a proxy server, ensure that the boxes are unchecked, then click Apply, Ok, then close the Bentley Licensing Tool. Lastly, locate the CONNECTION Client entry in your Windows system tray, right click on it, choose "exit", then search for the CONNECTION Client in your Start menu and re-open it.

See also "Configuring Proxy Settings" in Overview of Bentley Licensing Tool

I've signed in but I don't have access to any of my products (they all start in Trial mode)

This may indicate that your sign-in account is not properly associated with your organization, or Subscription Entitlement Service (CONNECT Licensing) is not properly configured for your organization. You can confirm the SiteID (customer number) associated with your sign in by opening the product (in trial mode), then go to File > Help > About. Note the number next to the "Site ID".

For further help with associating your contact (sign-in account) with your organization, contact your Administrator.

"Bentley.Connect.Client.exe stopped working..." appears after installing the product

This may indicate a compatibility problem with your operating system. For example this has been known to occur when using an older, unsupported Internet Explorer version. The CONNECTION Client utilizes Internet Explorer and is required for the program to be able to activate your license. Internet Explorer 9.0 or greater is currently required for the CONNECTION Client to work properly. You can check your Internet Explorer version by opening Internet Explorer, then looking for the "about" window, which may be located under a "Help" pulldown menu.

If you have an older Internet Explorer version, you can check Windows Updates, or search on the web for a download of the latest Internet Explorer. Restart your computer after upgrading your Internet Explorer version. You will also need Windows Update KB KB2999226, which the installation of the CONNECTION Client should point out if it is not already installed.

CONNECTION Client does not open properly and displays a black window

This has been known to occur with older operating systems, if Internet Explorer is not installed at all (the CONNECTION Client relies on Internet Explorer). Please upgrade your Operating System or install Internet Explorer 9 or greater.