How to troubleshoot OpticsViewer softkey license issues

This article describes what to look for and ways to fix issues that may arise with your softkey license. This includes a license not being visible any longer, available but not working to launch the software, or showing up incorrectly. 

Authored By Don Dickinson, Matthew Sutton

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Introduction

Occasionally, you may encounter issues with your OpticsViewer softkey license. This article provides some of the more well-known errors and how to fix them. This is primarily useful for the server hosting the softkey license but has some fixes for those running OpticsViewer on their client machine. 

Before getting started

This article is primarily aimed at the server machine hosting your OpticsViewer license. If you are trying to get a client machine to see an Opticsviewer network license for the first time, see the "Client" section of "How to configure the keyserver and clients for OpticsViewer network licenses."

Unable to view a previously activated license

This section applies if your softkey license is installed on your computer / server and does not show up in the Zemax License Manager (ZLM). In such instances, the ZLM will normally appear as shown below. If this is the server machine where the license is installed, this assumes your machine has not had Windows reinstalled, as reinstalling would cause the loss of any installed license.

Zemax_License_Manager

To resolve these issues, work through the following steps one at a time. Test OpticsViewer between each step! 

  1. Restart the computer. If you are unable to restart the computer, you may also Restart the Sentinel LDK service.
  2. Open the Zemax License Manager. If your license still does not appear, select Launch Sentinel Admin Control Center  under the Troubleshoot section.

Troubleshoot

  1. After doing this, the page below should open in your web browser. If the page does not open, see Repair the licensing runtime. If the page does open, proceed to Step 4.

ACC

  1. If the Sentinel Admin Control Center (SACC) does open, navigate to the Sentinel Keys section. 
  • If you cannot see any license listed with vendor id 114811 in the SACC, see Repair the licensing runtime.
  • If you can see any license with a Vendor id of 114811 and make note of the "key id" number. Then reopen the Zemax License Manager. Verify that the license is still not shown there. If it is not, please ask your license administrator to contact Zemax Support for further assistance. Please include your license number and/or Key ID in your correspondence. 

License is visible in the Zemax License Manager but OpticsViewer will not launch

If no valid license can be used by OpticsViewer it will typically open the Zemax License Manager to allow you to find and select a working license. If you close the ZLM without a valid license, it will display "no key found," and you will not be able to access OpticsViewer. This section addresses how to find and fix this problem.

The primary step in addressing this issue is to check the support expiration date of the license. Open the ZLM.

  1. If the expiration shows an invalid date such as Jan 01 0001, skip to License is Cloned or displays Jan 1 0001 in the Zemax License Manager below.
  2. If the expiration shows a valid date but displays the date is in bold red text, the license is now expired and is not valid to run any version of the software. Please ask your license administrator to contact Zemax Account Manager for help renewing the subscription. 

The example below is from Opticstudio but is similar to what is displayed for OpticsViewer.

3. If the date of the license is ok, next check the number of seats available is greater than zero. If there are 0 seats, you will have to wait until at least one of your colleagues closes OpticsViewer before launching OpticsViewer. The following image shows 5 available seats so will work. If the number on the right is zero, there are no seats available. 

A license with all network seats in use

License is Cloned or displays Jan 1 0001 in the Zemax License Manager

Occasionally, softkey licenses can become Cloned or display invalid dates in the ZLM. Click the license number in the Zemax License Manager to see the Details page and confirm the license status. You can also open Sentinel Admin Control Center from the Troubleshoot page. If you see the date of Jan 01 0001 and cloned it is disabled.

Jan 0001

ACC_Products

If your license ends up in the cloned  status, it has been disabled and is unusable. There are several reasons this can occur, but it depends on your situation. The only troubleshooting option you can is to transfer away the license, and back again to the same computer using the Zemax License Manager. 

If that fails, please ask your license administrator to contact Zemax Support. Include as much information possible about your situation and a screen shot of the Sentinel Keys page from the Sentinel Admin Control Center that shows the exact error. Please include answers to as many of the following questions as you can:

  • Is this license installed in a cloud computer or Virtual Machine such as Parallels, Vmware, or Virtualbox?
  • What happened just before the key was disabled?
  • Was the machine name changed or was it disjoined and rejoined to a domain?
  • Was there a recent Windows update?
  • Were you transferring a key and then got this error?
  • Was there a hardware change to the computer where your license was hosted?
  • Was Windows upgraded or reinstalled?
  • Was a system backup restored?

Error: "Unable to apply softkey..." or "Unable to Find Vendor Library"

Generally, if you receive an error message in the Zemax License Manager, the license runtime software is not working properly. The two most common error messages are "Unable to apply softkey license information on this machine," and "Unable to Find Vendor Library." To fix these errors, see the instructions in the "Repair the licensing runtime" section below. 

License Manager

Repairing the licensing runtime

Repairing the licensing runtime software can resolve issues that arise while trying to activate a license, complete a license transfer, or when the license disappears from the ZLM. There are several ways to do this. 

Method 1 

  1. Open the Zemax License Manager. TIP: Searching for "Zemax license" from the Windows Start Menu will locate it no matter what Zemax software you have.
  2. Navigate to Troubleshoot...Check HASP Drivers. Selecting this option will attempt to check for and repair a missing vendor library and attempt to restart the licensing service. 

If you get a popup asking for permission to run, click Yes or Allow. Once it is done, you should receive the messages, "HASP Vendor Library: okay" and "HASP Service: okay," as shown below. If you see any "failed" messages at the end of the process, proceed to Method 2.

Check_HASP_drivers

Method 2

The second method for repairing the licensing runtime software applies for all versions of OpticsViewer. To complete this process, follow the instructions below. 

  1. If possible, disable any antivirus software temporarily, as some are known to block the install process. 
  2. If OpticsViewer is installed on the machine, open the file "C:\program files\Zemax OpticsViewer\OpticsViewer_prerequisites.exe. If only the Zemax License Manager is installed on the machine (keyserver machines only), open the file "C:\program files\zemax licensemanager\licensemanager_prerequisites.exe." Both of these executable files will reinstall the licensing runtime as well as other components needed. You should see a window similar to that shown below. 

Prerequisites

  1. Restart the computer.
  2. To verify that the licensing runtime installed correctly and is working, move to the "Verify the license runtime" section below. If it is not working, proceed to Method 3.

Method 3 (all versions)

The third method for repairing the licensing runtime software applies for all versions of OpticsViewer. To complete this process, follow the instructions below. 

  1. If possible, disable any antivirus software temporarily, as some are known to block the install process. 
  2. Download the Zemax License Repair kit from the Downloads at the top of this article.
  3. Open the downloaded .zip file and Extract all files within to a new folder.

License_repair_kit

 

  1. After extracting, open the folder you extracted to, then the file "HASPusersetup.exe." It will walk you through the install. You can simply click Next at each step as there are no special steps required. If it says a newer version is already installed or otherwise fails to complete, move to Method 4.

Installation_wizard

  1. Open the file "Restore_vendor_dll.bat" to copy the DLL file Zemax requires to the correct location. It will open a command prompt window for a short time and may ask for approval to run; if it does, click Yes
  2. Restart the computer to complete the setup.
  3. Move to Verify the licensing runtime. 

Method 4 (uninstall and reinstall)

The final method for repairing the licensing runtime software applies for all versions of OpticsViewer. It involves uninstalling and reinstalling the software. To complete this process, follow the instructions below. 

  1. If possible, disable any antivirus software temporarily, as some are known to block the install process. 
  2. Download the Zemax License Repair kit from the Downloads at the top of this article.
  3. Open the downloaded .zip file and Extract all files within to a new folder.

License_repair_kit

  1. Open the folder you extracted to, then the file "remove.bat" to uninstall the licensing software. It will ask for permission to run the Windows Command Processor. Click YES, and it will proceed to run the uninstaller as below.

System

  1. After about 30 seconds to 1 minute, you should receive a message confirming if it finished successfully.
  2. Open the file "install.bat." Again, it will ask for permission to run the Windows Command processor. Click YES.
  3. After about 1 minute, you should receive a message confirming it finished successfully. Make note of any errors.
  4. Restart the computer to complete the setup.
  5. Move to Verifying the license runtime.

Verifying the licensing runtime

  1. Open Zemax License Manager.
  2. Select Launch Admin Control Center. This link is either located at the top of the Zemax License Manager (Nov 2018 or earlier), or on the "Troubleshoot" page (May 2019 or later).

Troubleshoot

  1.  Your web browser should open to the Admin Control Center Help page, as shown below. If this completes as expected, your licensing runtime software is working correctly. If this page gives an error message, try another repair option.

ACC

Restart the Sentinel LDK service

If restarting the computer is not an option during the troubleshooting process, you can alternatively restart the Sentinel LDK Service. This canm resolve issues not seeing the license. To do so:

  1. Navigate to Windows Start and search the term "services.msc." This will launch the Services window.
  2. In the Services window, locate Sentinel LDK License Manager from the list. 
  3. <Right-click> on Sentinel LDK License Manager and select Restart. If Restart is unavailable, select Start instead.  

Restart_LDK

Getting help

If you are still unable to resolve your license issue, please ask your license administrator to contact Zemax Support. Please include as many of the following items as you can with your request:

  • License key number (L1XXXXX)
  • A description of the issue you are having and any error messages you received
  • What you have already tried to resolve it
  • A screenshot of:
    • The License Information or View License sections of Classic Zemax License Manager or Zemax License Manager Version 2, respectively
    • The Sentinel Keys and Diagnostics pages from the Sentinel Admin Control Center

KA-01858

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