Trouble Shooting Guide

All trademarks, service marks, and trade names referenced in this material are the property
of their respective owners and are used only for identification and explanation without intent
to infringe. spBeam, spColumn, spFrame, spMats, spSlab, spWall are trademarks of
STRUCTUREPOINT, LLC.
Copyright © 2002 – 2009, STRUCTUREPOINT, LLC. All Rights Reserved.

TSG200
9/16/2009
 Table of Contents

Chapter 1 Network License .............................................................................................1-1

Troubleshooting ...........................................................................................................1-1
Problem: Server is not listed under Subnet Servers / License server does not run ..1-1
Problem: Error [19] or Error [17] when adding license ...........................................1-2
Problem: Client computer cannot find license server ..............................................1-4
Problem: License server does not release licenses ..................................................1-5
Chapter 2 Standalone License .........................................................................................2-1
Troubleshooting ...........................................................................................................2-1
Problem: License code is not accepted ....................................................................2-1
Chapter 3 Windows Vista ................................................................................................3-1
Evaluation License ......................................................................................................3-1
Standalone License ......................................................................................................3-2
Network License ..........................................................................................................3-2
Vista on License Server ...........................................................................................3-2
Vista on Client Workstation ....................................................................................3-4
Chapter 1 Network License
Network License
Troubleshooting

Problem: License server does not run

Verify server status by running the WlmAdmin.exe application
(C:\Program Files\Rainbow Technologies\Admin\
Admin.net\Win32). If your server is not listed under Subnet Servers, follow
the instructions below.
1. If the license server computer is running Windows XP with Service Pack 2 or
Windows 2003 Server it may be necessary to set up an exception in Windows
Firewall. Open Control Panel and check the status of the Windows firewall.
If the status is On, add an exception for UDP port 5093 (Figure 1-1). Open
this port if it is blocked by any other active firewall software running on the
server.

Figure 1-1 Windows Firewall

 2. If opening the port does not resolve the problem, restart the license server as
shown below.
For Windows NT or later: Go to Start | Control Panel | Administrative
Tools, and then double click on Services. A service named SentinelLM
should be listed (see Figure 1-2). If its status is Stopped, right click on it and
select Start from the pop-up menu. If its status is Started, restart it by
clicking on Restart from the pop-up menu.

Figure 1-2 SentinelLM Service on License Server

For Win 9x: If the license server is running, a separate window will display
the message: “License Server Running”. Close this window to stop the license
server. Open Windows Explorer and go to C:\Program
Files\Rainbow Technologies \SentinelLM7.2.0.23
Server\English\. Double click on lserv9x.exe to restart the License
Server.

Problem: Error [19] or Error [17] when adding license

SentinelLM: Error [19]: Failed to add license code
This error occurs when an incorrect or incomplete license code is entered. Make
sure the correct license code is copied and pasted in its entirety from the license e-
mail (including the portion after “#” that shows company name and quantity of
seats), and then try again. If error persists, follow the procedure below to add the
license code manually.
1. Open Windows Explorer and go to the folder that contains the lservrc file.
The default path is C:\Program Files\Rainbow
Technologies\SentinelLM 7.2.0.23 Server\English\.

Network License 1-2

 Make sure the first character of the file name is “l” (for library), not “I” (for
International) or “1” (one).
2. If there are multiple license codes in the lservrc file, make sure only one
license code appears per line. If you need to add a new license code, make
sure the new license code is entered on a new line. You may need to uncheck
Word Wrap in the Format menu as shown in Figure 1-3.

Figure 1-3 Uncheck Word Wrap in Notepad

3. The lservrc file must NOT have any extension. It is a common mistake
that a “.txt” is appended to the filename. By default, Windows Explorer
hides all the known extensions including “.txt”. To turn off this feature, click
on Folder Options in the Tools menu, select View tab, and uncheck Hide
extensions for known file types as shown in Figure 1-4.

Figure 1-4 Show Extensions for Known Types in Windows Explorer

Network License 1-3

 4. Restart SentinelLM service (refer to Problem: License server does not run,
part 2) or reboot the server for the new license to take effect.

Problem: Client computer cannot find license server

1. Restart SentinelLM (refer to Problem: License server does not run, part 2) or
reboot the server after license code is entered into the lservrc file.
2. Using the WlmAdmin.exe tool (located in C:\Program Files\
Rainbow Technologies\Admin\Admin.net\Win32), make sure
the license server is running properly. Verify the feature name and version
listed under the server name (see Figure 1-5Figure 1-5).

Figure 1-5 All the features are installed successfully

3. Verify that the software version installed on the client workstation is
supported by the version of the license installed on the license server. Please
refer to http://www.structurepoint.org/update/index.asp for details.
4. Open Windows Explorer, and then go to the StructurePoint software folder.
The default path for spMats is C:\Program Files\
StructurePoint\spMats. Open lshost.txt. Make sure that either

Network License 1-4

 the IP address or the license server name is in this file (.these can be used
interchangeably). One may work better than the other depending on the IP and
DNS settings in your network. If the lshost.txt file is empty or contains
the keyword: “LAN,” the client application (e.g. spMats) will try to obtain the
license by broadcasting a request in the subnet. If the license server and the
client are in different subnets, the IP address or the name of the license server
must be entered into the lshost.txt file on the client computer.
For other network license related issues, please refer to the FAQ – Network
License section on our website at:
http://www.structurepoint.org/support_faq_network_license.asp.

Problem: License server does not release licenses

When StructurePoint software is closed on a client workstation, the license is
released and becomes available to other client workstations. If the license is not
released automatically, try the following:
• Wait 10 minutes and run the application on client computer again.
SentinelLM checks the status of all the licenses on client computers and
releases a license automatically if a connection has been inactive for about 10
minutes.
• Restart the SentinelLM service (see Problem: License server does not run,
Part 2).
• Reboot the license server.

Network License 1-5

Chapter 2 Standalone License
Standalone License
Troubleshooting

Problem: License code is not accepted

After copying and pasting the license code into the License Code text box and
clicking Next, an error message, such as Error [17], appears stating that the license
code cannot be added. There are two solutions to this issue.

Solution 1: Add license code to the lservrc file manually

1. Open Windows Explorer and go to the folder that contains the lservrc file.
The default path is C:\Program Files\StructurePoint\ spMats.
Make sure the first character of the file name is “l” (for library), not “I” (for
International) or “1” (one).
2. Uncheck the Word Wrap in the Notepad Format menu as shown in Figure
2-1. There should already be one line of text in this file. It is the default 15-
day trial license. Go to the beginning of the second line and paste the new
license code there. You should have a total of two lines of text.
If you have multiple license codes in lservrc, make sure there is only one
license code per line. If you need to append a new license code to an existing
lservrc file, make sure the new license code is entered in a new line.

Figure 2-1 Uncheck Word Wrap in Notepad

3. The lservrc file must NOT have any extension. It is a common mistake
that a “.txt” is appended to the filename. By default, Windows Explorer
hides all the known extensions including “.txt”. To turn off this feature,
 click on Folder Options in the Tools menu, select View tab, and uncheck
Hide extensions for known file types (Figure 2-2).

Solution 2: Set environment variable LSFORCEHOST to no-net

To add a standalone license, set the environment variable LSFORCEHOST to “no-
net.” To add an environment variable, follow the steps below (assuming Windows
XP).

Figure 2-2 Show Extensions for Known Types in Windows Explorer

1. Open Control Panel, and then double click on System.
2. Click on the Advanced tab on the System Properties box (Figure 2-3), and
then click the Environment Variables button.

Standalone License 2-2

 Figure 2-3 System Properties box
3. In the System Variables group box (Figure 2-4), look for a variable named
LSFORCEHOST. If the variable already exists, click the Edit button, and
then change the Value to “no-net.” If the variable does not exist, click New.

Figure 2-4 Environment Variables box

4. In the New System Variable dialog box (Figure 2-5). Enter the variable name
and value as shown, and then click OK.

Standalone License 2-3

 Figure 2-5 New System Variable box
5. Click t OK on the Environment Variables dialog box. Depending on the
operating system, the computer may have to be restarted in order for the new
environment variable to take effect.

Standalone License 2-4

Chapter 3 Windows Vista
Windows Vista

SentinelLM 7.2.0.23 does not formally support Windows Vista, however, our tests
indicate that it is functional on computers running Windows Vista operating
system if the specific guidelines presented below for the evaluation, standalone,
and network licenses are followed.

Evaluation License
StructurePoint software with an evaluation license (i.e. the default unlocked 15 day
trial or a locked license with an expiration date) must be run with administrator
privileges. To do this, select path Start | All Programs | StructurePoint |
spMats, right click on spMats, and then select Run as administrator from the
pop-up menu as shown in Figure 3-1.

Figure 3-1 Run as administrator on Windows Vista

Standalone License
To activate StructurePoint software by entering the license code (e-mailed to you)
into the license activation screen, administrator privileges are required and the
software must be started as an administrator (Figure 3-1). Once the software is
activated successfully, administrator privileges are not required to run the
software.

Network License

Vista on License Server

After SentinelLM is installed on the license server computer, follow the steps
below to create an exception (UDP port 5093) in Windows Firewall.
1. Open Control Panel.
2. Open Windows Firewall.
3. Click on Allow a program through Window Firewall as shown in Figure
3-2.

Figure 3-2 Access Windows Vista Firewall Settings

4. On the Exceptions tab in the Windows Firewall Settings window, click the
Add port button.
5. Enter “SentinelLM” in the Name text box, “5093” in the Port number text
box, and select the UDP radio button (Figure 3-3). Click OK.

Windows Vista 3-2

 Figure 3-3 Create UDP port 5093 Exception in Windows Vista Firewall
6. Make sure the SentinelLM entry appears in the list and is checked as shown in
Figure 3-4. Click OK to close the Firewall Settings window.

Windows Vista 3-3

 Figure 3-4 Make Sure the Exception is Checked

Vista on Client Workstation

This scenario assumes that your license server is running and the name or IP
address of the license server has been entered into the lshost.txt file in the
StructurePoint software folder on client workstations. Administrator privileges are
not required to run the StructurePoint application on client workstations.

Windows Vista 3-4