| Applies To | |
| Product(s): | AutoPIPE |
| Version(s): | ALL; |
| Area: | Licensing |
| Date Logged & Current Version | Jan. 2019 12.00.00.14 |
Problem:
What to do if AutoPIPE CONNECT product Licensing fails / does not work?
Solution:
Use steps below for resolving SES (Subscription Entitlement Service) licensing issues:
Note: After performing each step below, refresh policy in BLT to see if the issue has been resolved
1. Confirm the application version installed supports subscription entitlement service-based licensing - search here
2. End users should contact their Bentley Onsite Admin (who are they) to collaborate on following steps to resolve Licensing issues.
3. Company appointed Bentley On-site Admin / Co-Admin to confirm each of the following:
i. - Account subscription has a license for the application to run via Entitlement Management - Is AutoPIPE license on the account- search here
ii. - Specified user is registered to an account via Profile Administration tool - Is user registered to a company - search IMS to confirm user registration
iii. - User management and Entitlements information - Does user have entitlements for AutoPIPE- click here
4. Reboot the computer.
5. Verify Bentley's Cloud Service Status - click here.
6. Confirm user has the latest edition of CONNECTION Client:
Make sure that the most recent version of the program is installed. Confirm version currently installed by opening BLT, select product status tab, find Connection Client listing, look at Last version Started. Compare that version number against Connection Client release notes here. If the release notes indicate a higher version is available then download and install it by using the steps here. Otherwise continue below
7. Verify user is Logged in with CONNECTION Client - click here.
Note, sometimes it helps if thee user logs In and Out of CONNECTION Client 2x, then log back in, selecting Tools> Activation Wizard, continue to follow on screen prompts, and then try to use the Bentley application that is having a licensing issue.
User must be signed into CONNECTION Client in order to continue.
8. Open BLT (Bentley Licensing Tool)
After opening BLT, confirm BLT identifies that the user is logged in by looking above the Entitlement tab to see the email address of person logged in. If email is missing, go back to Step #7 above. Otherwise, continue below
a. Go to the "Tools" pulldown and choose "Send Logs Now".
b. Go to the "Tools" pulldown and choose "Refresh Policy".
c. Go to the "Tools" pulldown and choose "Reset Policy".
Questions:
> On the Entitlements tab, does the application appear with access column = Allowed?
> On the Product Status tab, is the product listed with description = Product OK to run"?
If No to any of these questions, try to run Tools> Activation wizard command, follow prompts
If problem still continues continue below.
9. Start the application, ex. AutoPIPE.
On AutoPIPE's Configuration dialog, select the license edition on your account (Standard, Advanced, or Nuclear).
Note, user to confirm with On-site Admin which edition is available to them for selection, and confirm YES to license change.
Does the application revert to Demo mode?
If no, great continue working, the issue was related to items mentioned above.
If yes, continue below.
10. If you get to this point you will need Bentley Licensing team involvement. First Perform the following:
a. Open BLT, click and drag the BLT screen window bottom right corner such that horizontal scroll bars are no longer needed, take a screen shot of all 3 tabs, be sure that the application trying to be license is on screen.
b. Run License Health Check tool and take a screen shot of all the information
c. Collect and Analyze License Client Logs
Log a Bentley case for LICENSING, be sure to attach all 4 screen shots and logs for review.
11. While the information provided is being reviewed, suggest the following:
a. Known issues with SES (Subscription Entitlement Services)
Additional Steps for AutoPIPE Vessel Users
1. Open the AutoPIPE Vessel, select File> Preference> Change Working directory:
From : C:\Users\Public\Documents\AutoPIPE Vessel_xx\Puser1
To : Press Browse button at end or row, and select Desktop from the top of the listing and press OK button to close the dialog.
2. Close and restart the application, again open Preference dialog as instructed above, what is the Working directory path? Still desktop, or has it reverted back to the original setting?
3. Take screen shots of any system message that appears.
4. Send results of efforts for review.
See Also
Trial Mode appears in BLT
Subscription Entitlement Service