Installation and Licensing > License Mudbox > Troubleshooting >
Troubleshooting network licensing

License installation problems

If the license installation is not successful, an Installation Incomplete window appears.

- Click the Show Installation Log button to read an error log.
- The location and name of the license file on your computer must be: (Windows) C:\FLEXLM\aw.dat or aw_servername.dat; (Mac OS X, Linux) /var/flexlm/aw_server.dat, where servername is the name of your license server.

Problems launching Mudbox

If the Product Configuration Wizard appears at startup, make sure you have licensed your copy of Mudbox correctly by checking the licensing steps starting in Obtain a license or in Install a license. You can also check the following:

- You may have one or more environment variables set that affect licensing. Check your environment variables (for example: SGIAWD_LICENSE_FILE) and make sure it is pointing to the location of your license file. For example, (Windows) C:\FLEXLM\aw.dat or aw_servername.dat; (Mac OS X, Linux) /var/flexlm/aw_server.dat.
- Check for files in the license directory: (Windows: C:\FLEXLM; Mac OS X, Linux: /var/flexlm/) that begin with aw and end with the extension .dat. It is possible that you have a corrupt or expired license file directing Mudbox to connect to a license server. This can prevent the Product Configuration Wizard from launching.

If you still have difficulty launching Mudbox, and you have followed the licensing steps correctly, please review the following sections on licensing errors that can occur.

Troubleshoot licensing errors (Windows)

One of the following error messages may appear if the Mudbox main window does not appear:

- No license suitable to run this version of Mudbox.
- Error setting license default.
- Unable to locate a license server for Mudbox.
- Cannot find any aw*.dat files in C:\flexlm\.
- No licenses found for your FLEXid flexid.
  NoteThis message may occur as you run the License Installer software, not as you run Mudbox.

The following sections describe troubleshooting steps for each of these messages.

No license suitable to run this version of Mudbox or Error setting license default

1. If you are using a hardware key, make sure the hardware key is attached correctly. See Installing a hardware key for installation details.
2. Confirm that the driver for the hardware key device is correctly activated. See Confirming hardware key driver activation.
3. If you tried to run Mudbox on a client or server, make sure the time and date on the client and server are correct and synchronized. If the time and date of the client differs from the server by more than a half hour, the client may not be able to get a license.
4. Review the licensing procedure to make sure you completed all the steps.
5. Make sure the parallel port or USB port is operational if you are using a hardware key. You can verify that the port is operational by testing a printer (or some other USB device) using the same port.
6. Complete the steps in Examining a licensing log file.
7. Complete the steps in Installing license server software for your particular server hardware platform (Windows, Mac OS X, or Linux).

Unable to locate a license server for Mudbox

NoteThis message occurs only with network licenses.

To check possible client problems

1. Verify that the USE_SERVER line is below the SERVER line in the client license file. For an example, see Client Setup.
2. Make sure that your client and the license server are connected through a TCP/IP network.

To check possible server problems

1. Confirm that you have installed the proper version of the licensing software. For more details, see Installing license server software and refer to the instructions for your particular server platform (Windows, Mac OS X, or Linux).
2. Stop and start the license server software as described in Network license configuration.
3. If these steps do not solve the problem, complete the steps in License installation problems.

To check possible server problems

1. Stop and start the license server software as described in Network license configuration.

Cannot find any aw*.dat files in C:\flexlm\

1. Verify that the C:\FLEXLM\ directory contains the file aw.dat or aw_servername.dat.

   If this file doesn’t exist, repeat the licensing procedure as described in License Mudbox.

2. Complete the steps in Checking that a license file is the correct file type.

No licenses found for your FLEXid

This message appears if you don’t have any licensing information in the license file or if the license file contains added control characters.

You can use a text editor to examine the contents of the file to make sure it has no added control characters.

Troubleshooting licensing problems (Mac OS X)

If the following error message appears, do the steps under the appropriate headings that follow.

    No license suitable to run this version of Mudbox

    Error setting license default

    Cannot find any aw.dat (or aw_servername.dat) files in /var/flexlm

    Unable to locate a license server for Mudbox

    Account is not available

Do the steps in sequence until the problem is solved. If you’ve tried all steps or you see an error message not listed, write down the exact error message and call our Support Services department.

No license suitable to run this version of Mudbox or Error setting license default

1. If you are using a hardware lock, make sure you attached the hardware lock correctly. See Installing a hardware key for installation details.
2. Confirm that the driver for the Hardware lock device is correctly activated. Confirming hardware key driver activation
3. If you tried to run Mudbox with a networked license, make sure the time and date on the client and server are correct and synchronized. If the time and date of the client differs from the server by more than a half hour, the client may not be able to get a license.
4. Review the licensing procedure to make sure you completed all the steps.
5. Do the steps in Examining a licensing log file.

Cannot find any aw*.dat files in /var/flexlm

1. Verify that the /var/flexlm directory contains the file aw*.dat.
   NoteOn Mac OS X, you can navigate to the /var/flexlm folder by selecting Go > Go To Folder in the Finder. Type in the name of the folder you want to navigate to (here, /var/flexlm). You may be required to type in your administrative password.
2. If this file doesn’t exist, you may have not done the steps required in License Mudbox. You’ll need to reinstall licenses.

Unable to locate a license server for Mudbox

NoteThis message occurs only with networked licenses.

To check possible client problems

1. Verify that the USE_SERVER line is below the SERVER line in the client license file. For an example, see Client Setup.

To check possible server problems

1. Verify that you have installed the proper version of the licensing software. For more details, see (Mac OS X) License server management options and license server confirmation.
2. Stop and start the license server software as described in (Mac OS X) License server management options and license server confirmation.
3. If that does not solve the problem, do the steps in Examining a licensing log file.

(Linux) Account is not available

When attempting to set up a Linux networked license server, and after typing the following command to start flexlm:

    /etc/rc.d/init.d/aw_flexlm start

You receive the following error:

    Account is not available

One possible cause of this problem is that the nobody account which serves the licenses on the server has its login shell set to /sbin/nologin within the /etc/passwd file.

To correct the ‘nobody’ account problem

1. In a shell window, edit the /etc/passwd file on the server.
2. Change the entry for the “nobody” account as in the following example:

       nobody:*:99:99:Nobody:/:/sbin/nologin

   to:

       nobody:*:99:99:Nobody:/:

Alternatively, you may change the nobody account to an account that exists:

To change the nobody account to an existing account

1. Create a regular user account (for example, flexlm).
2. Log in as root.
3. Open the /etc/rc.d/init.d/aw_flexlm file
4. In SU="/bin/su nobody –c" line, change nobody to the user name (flexlm).
5. Start the flexlm license service with the /etc/rc.d/init.d/aw_flexlm start command.

Examining a licensing log file

If you start Mudbox and the Product Configuration Wizard or error messages appear instead of the Mudbox main window, you can create and examine a licensing log file.

For a standalone license, do the following steps on the computer where the message appears. For a network license, do the following steps on the license server computer.

To create and examine the license error log file (Windows)

1. From the Start menu, select Programs > Accessories > Command Prompt.
2. In the command prompt window, type the following then press Enter:

       set FLEXLM_DIAGNOSTICS=2

   This sets the FlexLM diagnostics to create a log file.

3. While still in the command prompt, start Mudbox by typing the full path:

       <install_path>\Mudbox.exe

   where install_path is the path where you installed Mudbox. For example: C:\Program Files\Autodesk\Mudbox2009\bin\Mudbox.exe.

   When you set the FLEXlm diagnostics in step 2, the attempt to start Mudbox in step 3 creates a licensing log file. An error message displays before the Product Configuration Wizard appears.

4. Do the following to examine the license log file:
   - Navigate to the folder where you installed Mudbox. For example, if you entered C:\Program Files\Autodesk\Mudbox2009\bin\Mudbox.exe the log file is created in the root folder of the C:\ drive.
   - Open the file using a text editor.
5. Locate the troubleshooting instructions in Understanding log file error messages and follow the instructions for the error displayed.

   You can ignore other information in the log file. If you’re still unable to successfully run Mudbox, please visit the www.autodesk.com/support Web site for further assistance.

To examine the license error log file (Mac OS X, Linux)

1. In a Terminal window (Mac OS X) or a shell window (Linux), enter the following (the following example is for both and will work on Mac OS X; you may need to modify this line depending on which shell you’re running):

       FLEXLM_DIAGNOSTICS=2

2. Do one of the following, depending on your platform:
   - (Mac OS X) Type the following to start Mudbox.

         /Applications/Autodesk/Mudbox2009/Mudbox.app/Contents/MacOS/Mudbox

   Only use this command to perform FLEXlm diagnostics. This special command ensures that the startup attempt inherits the FLEXLM_DIAGNOSTICS environment variable from the typed-in command.

   The diagnostic information is displayed in the Terminal window or is saved in a file called flexNNN.log in the same location. As well, the Mudbox On-line Product Activation window appears.

   The FLEXlm checkout error message always refers to the FEATURE below it. The format is:

   - FLEXlm checkout error.
   - License file being used.
   - FLEXlm error code and FEATURE line in question.
   - (Linux) Type /usr/autodesk/mudbox2009/bin/mudbox to repeat the failed attempt to start Mudbox.

   The diagnostic information is printed to the screen. As well, the Mudbox Product Configuration Wizard appears.

3. Find the message in the following topic, Understanding log file error messages and follow the instructions.

   Ignore other information in the file. If the message isn’t listed, call Autodesk Support.

Understanding log file error messages

The most common error messages found in the log file are explained below. If multiple errors exist, look for the feature name that matches the feature in your license file. In the following explanations, license file refers to the aw*.dat file which may be called aw_servername.dat, aw_server.dat, and so on, on various systems.

Error | Possible solutions
FLEXLM checkout error: Invalid (inconsistent) license key. The license key and data for the feature do not match. This usually happens when a license file has been altered. | Check the license file against the license file that you received. There may be a typing mistake in the password, expiration date, or license version. If it is a network license, check to see if the HOSTID and servername are spelled correctly. If you obtained a pre-release license for Mudbox, also check the eval in the VENDOR_STRING.
FLEXLM checkout error: Feature has expired... | There’s a typing mistake in the expiration date or that the expiration date is correct.
FLEXLM checkout error: Invalid date format in license file | Check the license file’s expiration date for an incorrect format, for example, may-4-2006. The correct format is 4-may-2006. The password may have invalid characters—not all hexadecimal. The license count digit may be absent: uncounted for standalone, a number greater than 0 for network.
FLEXLM checkout error: Invalid License File syntax | Check the license file against the license file that you received. Ensure there is not a typing error. See also, Understanding licenses.
FLEXLM checkout error: No such feature exists. | Check the spelling of components, package, and feature lines against the license file that you received.
FLEXLM checkout error: Future license file format or misspelling in license file. | Make sure you have the newest version of the FLEXlm license server software (Mudbox 2009 requires version 11.5). Check the spelling of VENDOR_STRING_VALUE and any part of the string HOSTID number and servername. Check that you typed \ instead of / at the end of a line.
FLEXLM checkout error: No SERVER lines in license file. | For a standalone license, check that the license file License Count is uncounted. For a network license, make sure the appropriate SERVER and VENDOR /DAEMON lines appear at the top of the aw_servername.dat file (where servername is the name of the license server machine). On Mac OS X, this file is named aw_server.dat.
FLEXLM checkout error: The license feature you are looking for appears to be corrupted. | Check the entire license file for a typing mistake.
FLEXLM checkout error: Invalid host. The hostid of this system does not match the hostid specified in the license file. | Check that the machine has the right hardware ID/HOSTID number and that it is typed correctly. Check that the hardware key is plugged into the parallel port or USB port correctly. See Installing a hardware key.
FLEXLM checkout error: License server does not support this feature. | Check the license file to see if the feature has expired, or if the license server has not yet started. Check if there is a mismatch between the version of Mudbox and the version of Mudbox identified in the license file. Try using the computer’s IP address instead of the hostname.
FLEXLM checkout error: Cannot connect to license server. | FLEXlm network license software has not been installed (see Verifying license server installation) or an older version of FLEXlm network license software is installed. Mudbox 2009 uses FLEXlm version 11.5. The license server daemon has not been started. SERVER servername has not been changed to reflect the name or IP address of the server. DAEMON or VENDOR is not spelled correctly. (Mac OS X, Linux) The sgiawd path is not right. The default should be: /usr/aw/COM/etc/sgiawd. Check the network connection on your client machine. Reboot your license server.
FLEXLM checkout error: Clock difference too large between client and server. | Make sure the time and date on the client and server are correct and synchronized. If the time and date of the client differs from the server by more than a half hour, the client may not be able to get a license.

Finding licensing problems with diagnostic tools

For Mac OS X and Linux, you can use the lmhostid, lmdiag, and lmstat utilities to help find and fix licensing problems. For Windows, you can use the FLEXlm Licensing Utilities (lmtools) to help find and fix licensing problems.

Checking for licensing errors with FLEXlm licensing utilities (Windows)

Licensing sometimes fails because your licensing software is using the wrong hardware ID (also known as Host ID or Server Host ID) for the hardware key plugged into your standalone or license server computer. The Host ID/Server Host ID for a hardware key is printed on the key.

For standalone or network licenses, you can use the FLEXlm licensing utilities to check that your licensing software is using the correct hardware ID. For network licenses only, you can also use the FLEXlm licensing utilities program to check for errors not listed in Understanding log file error messages.

Complete the following steps on the license server computer or on a computer that has a standalone license.

To check for license errors

1. On the machine you want to license, select Start > Programs > Autodesk > Common Utilities > FlexLM License Utilities.
   TipThe FLEXlm Licensing Utilities are located at <drive>:\Program Files\Common Files\ Alias Shared\Licensing\bin\lmtools.exe
2. In the LMTOOLS window, click the System Settings tab.
3. Record the FLEXID value, if shown. Otherwise, record the Ethernet Address value.

   This value is your hardware ID.

4. Open your license file (<drive>:\FlexLM\aw.dat) in a text editor.
5. Depending on your license type, check the following:

   (Standalone License) Find HOSTID= in your license file and compare it to the hardware ID you recorded in step 3.

   (Network License) Find "SERVER servername hostID 7111" in your server license file and compare it to the hardware ID. (Where HOSTID can either be a FLEXID or ethernet HostID.)

   If these numbers do not match, make sure that you installed the correct license. Otherwise, you need to obtain a new license for your hardware ID.

If you are checking for network licensing errors, do the following:

1. Click the Server Status tab.
2. Select Display Everything.
3. Click Perform Status Enquiry.
4. Examine the status information that appears. For example:

       License server status: 7111@servername

       License file(s) on servername: C:\FLEXLM\aw_servername.dat:

       servername: license server UP (MASTER)

       \ Vendor daemon status (on servername): sgiawd: UP

   where servername is the name of the license server computer.

The status information shows whether the license server is up and running, whether each feature line in aw_servername.dat has errors and if the license count is correct.

The types of status information are as follows:

- License server status—The number 7111 is a fixed number that represents the TCP/IP port used internally by the licensing software. If you see a number other than 7111, make sure that you intend for that port number to be used. Otherwise, open the file aw_servername.dat and change the number to 7111.
- License file(s) on servername—Checks that the path to the license file is correct.
- Servername—The next line of the status information shows whether the license server is operational. If the license server is not operational, you’ll see an error message that begins like this:

      lmgrd not running: Cannot connect to license server.

      The server (lmgrd) has not be started yet, or the wrong port@host or license file is being used.

      or the port or hostname in the license file as been changed...

  If you see this message, start the license server and ensure the pathname to the server’s license file is correct.

- Vendor daemon status (on servername)—The final two lines show whether the vendor daemon is up. The vendor daemon connects the license server to an application, in this case Mudbox. You can’t directly start the vendor daemon when it’s down. When you stop and start the license server software, the daemon starts also. If the license server is down, stop and start the license server software as described in Network license configuration. If the problem persists, restart the license server computer.
- Other information—Below the status information is a list of features in the aw_servername.dat file and whether the clients can use the features. An example follows:

      Feature usage info: Users of AutodeskMudboxf: (Total of 3 licenses available)

  This example indicates that three network Mudbox licenses are available.

  If the aw_servername.dat file has a typing error, you’ll see something similar to this example:

      Users of AutodeskMudboxf: (Error: 3 licenses unsupported by license server)

  If this occurs, check aw_servername.dat for a typing error.

If you’re still unable to run Mudbox, please visit the www.autodesk.com/support Web site for further assistance.

Checking your hardware ID with lmhostid (Mac OS X, Linux)

The lmhostid tool provides the hardware ID for the current machine. This should correspond with the Host ID in the aw.dat, aw_servername.dat, or aw_server.dat file. If you’re running Mudbox with a hardware lock, you’ll need to use the Product Configuration Wizard to verify your hardware lock FLEXid. For more information, see Obtain a license.

(Mac OS X, Linux) To verify hostid information

1. In Terminal or in a shell, type the following:

       /usr/aw/COM/bin/lmhostid

2. Press Return.

   The result is displayed on the screen.

Diagnosing your licensing problems with lmdiag (Mac OS X, Linux)

The lmdiag tool diagnoses problems when a license checkout fails. You can use it for standalone or networked licenses. lmdiag first prints information about the license. It then attempts to check out each license. If the checkout is successful, lmdiag notifies the user; if not, lmdiag gives the reasons why the checkout failed.

- In Terminal or in a shell, type the following:

      /usr/aw/COM/bin/lmdiag -a -c /var/flexlm/LicenseFile

Checking networked licensing with lmstat (Mac OS X, Linux)

The lmstat tool reports the status of the license manager daemons and feature usage. It provides information about the status of the server nodes, vendor daemons, vendor features and users of each feature. lmstat is only useful for checking networked license errors. You must run lmstat on the license server machine.

To use lmstat

1. In Terminal or in a shell, type the following:

       /usr/aw/COM/bin/lmstat -a -c /var/flexlm/LicenseFile

   -a | Displays all. A lot of information appears if there are many active users.
   -c LicenseFile | This ensures that you are checking the diagnostics for the correct license file.

2. Press Return. The data is displayed on the screen.

   When running lmstat, a lengthy list of status information appears. The status information shows whether the license server is up and running, and whether each feature line in the license file has no errors and the license count is correct. Examine the following entries in the status information for troubleshooting in the following steps:

       lmstat - Copyright (C) 1989-2007 Macrovision Corporation. All rights reserved. Flexible License Manager status on Sun 5/15/2005 10:51 License server status (License file: /var/flexlm/aw_servername.dat): servername: license server UP (MASTER) Vendor daemon status (on servername): sgiawd: UP

3. For the line that starts with License server status, make sure that the correct path to the license file is listed. If it is not the correct path, make sure that the license file exists in the /var/flexlm/ directory, and make sure that the name of the server machine is correct.
4. The next line of status information shows if the license server is UP. If it is not UP, the error message printed is:

       License server status (License file: /var/flexlm/aw_servername.dat): servername: Cannot connect to license server (-15,12:146) Connection refused Vendor daemon status (on servername): sgiawd: Cannot connect to license server (-15,12:146) Connection refused

   If this is the message you receive, follow these steps:

5. Confirm that the license server is up.

   For more information, see Verifying license server installation. Follow the platform-specific instructions for the license server you are working with.

6. Below the status information is a list of features in the license file and information explaining whether the clients can use the features. An example follows:

       Feature usage info: Users of AutodeskMudboxf: (Total of 3 licenses available)

   This example indicates that three networked Mudbox licenses are available.

   If the license file has a typing error, you’ll see something similar to this example:

       Users of AutodeskMudboxf: (Error: 3 licenses, unsupported by licensed server)

   Check the license file for a typing error.

7. If following the above procedures does not solve the problem, gather all of the diagnostic output messages, the license file, and the aw_flexlm.log file (located in /usr/tmp). Contact our Support Services department and provide them with this information.

USB hardware key issues

If you are using a hardware key for the first time, and you previously had a standalone license, the license you install will not be backwards-compatible as a result of your hardware ID changing. Previous versions of the licensing software do not support hardware keys.

Checking that a license file is the correct file type

The aw*.dat file must have a .dat extension (FLEXlm license file). The following procedure shows how to check and correct the file type.

(Windows) To check and correct the file type

1. Right-click the aw.dat or aw_servername.dat file and select Properties from the pop-up menu.
2. In the Properties window, check that the file type is .dat.
3. If the file is not .dat, select Tools > Folder Options.
4. Select the View tab.
5. Turn off Hide file extensions for known file types and click OK. You will see that aw.dat or aw_servername.dat file has an extension other than .dat, for example, .txt.
6. Right-click the filename and select Rename from the pop-up menu.
7. Change the file extension to .dat.
8. A window appears that warns that if you change a filename extension, the file may become unusable. Click Yes.

   The file now has the correct .dat extension.

(Mac OS X) To check and correct the file type

1. In Finder, select Go > Go To Folder.
2. Enter /var/flexlm in the Go To Folder dialog box. The flexlm folder opens.
3. Check that the file has an extension of .dat. If necessary, change the file extension accordingly.

Rev.04.03.2009.09:00