Appendix B - Network Installation Error Messages
There are a number of common issues that you may encounter while installing or using the network version of the RISA programs. These can be grouped into the following main categories:
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Firewall Issues or Error Code 3:
Failed to resolve the server host. This means that the WLMAdmin utility was not able to communicate with the server listed in the list of Defined Servers. This can occur for a couple of reasons:
- The name or IP address of the server was not entered properly.
- There is a network issue which is preventing communication with this computer.
- The service has not been loaded or is not running. See the Sentinel Services topic for more information.
Solution:
Frequently, the cause of this error is a firewall on the client, server, or network. The solution to this problem is to set up a port exception in the firewall. How to accomplish this is dependent on the type of firewall. Below is the Windows dialog for setting the port exception (Control Panel - Network and Internet Connections - Windows Firewall).
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Note:
- The port that needs to be open is 5093 and the communication protocol is UDP as shown in the typical image above.
- These are example settings for the Inbound Rule and Outbound Rule . These Dialog Windows are what you appear when the Add New Rules Wizard is selected with all the “default” settings.
- These settings have been tested and are proven to work successfully with the Sentinel RMS License Manager.
Alternate Solution:
The Sentinel RMS service on the license management computer has been stopped: To re-start the service, go to the list of services (Control Panel – Administrative Tools – Services) on the license management server, right click the Sentinel RMS License Manager.
Note:
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- If the license management service shuts down almost immediately after start-up, this may be caused by a resource conflict between a recent Windows Update and the license management service. Contact RISA technical support (support@risa.com) for more information about resolving this conflict.
Error Code 17
This message occurs most often when the user double-clicks on the list of subnet servers and the utility does not find any servers on the subnet. This can happen for two reasons.
- There are no servers located on the subnet.
- The server did not respond to communication.
- The service has not been loaded or is not running. See the Sentinel Services topic for more information.
In either case, the solution to this problem is to use the Defined Server List to administer the licenses.
Error Code 19
This is a generic message that means the adding of the license file failed. This error message can happen for a number of reasons. However, it is most likely to occur if the information on the Sentinel SuperPro USB key (KeyID and program authorization) does not match the information contained in the license file. This could mean that the key is not being read, that the key doesn’t have authorization for the same programs as the license file, or because the key ID doesn’t match.
However, the error may also be given for situations where the issues described in the write-ups for error code 92 or 150 exist. Refer to those error codes for more information.
Solution:
Contact RISA technical support (support@risatech.com) for a new license file or for an RUS password to update the information on your USB key.
Error Code 92
This means that the license file was invalid. This message is very similar to the issue described in the write-up for error code 19. However, this one is more likely to occur if the server is running a non-customized version of the Sentinel License Manager.
Solution:
RISA uses a CUSTOMIZED version of Sentinel RMS. Therefore, the existing (non-customized) copy of Sentinel RMS or Sentinel LM must be removed and replaced with the customized version of Sentinel RMS version 8.5 provided with your RISA installation. See the License Server Updating utility for more information on updating your service.
Note:
- RISA’s customized version of Sentinel RMS is capable of loading the license files for most other applications (CSI, TEDDS, et cetera). However, any application that requires its own customized version will not function from within RISA’s version of the Sentinel RMS License Manager.
Error Code 93
Duplicate License: The license file could not added because it is a duplicate of one which already existed on that server. This can occur if the user is adding in a license file that has 2 licenses, only one of which is new or updated. In that case, the error message is really just an informational warning message and can be ignored.
Error Code 150 (Sentinel RMS)
Lock Code Invalid: This error message usually means that there is a problem reading the key.
See also the write up for error code 19.
Solution:
Verify the information on the hardware key using the RISA Licensing Dashboard utility to make sure that that the key has the proper KeyID, is a network key and is authorized for the appropriate programs.
If the USB key cannot be read, this may be for one of the following reasons:
- First verify that the Sentinel Key is plugged into the license management server. When it has been plugged in a green light will appear on the key indicating that it is receiving power.
- The driver for the Sentinel SuperPro key may need to be updated. The version of the driver may be viewed in the Windows Device Manager. The required version of the Sentinel SuperPro / UltraPro device driver is 7.5.1 or higher.
- If you are running a virtual server, the hardware key may connected to a USB on the host computer, but may not be specifically assigned to the virtual machine.
Problems Loading the Service
There are different items that could cause the service not to load. Most of them are problems specific to your network connectivity or permissions. A couple of specific items that can help:
Entry Point Not Found Message
This message will occur if you are trying to start the Sentinel RMS service on a Windows 2000 operating system or older. The newer versions of the Sentinel license management software is not compatible with these very old operating systems. Your solution is to either upgrade the operating system on your server, or downgrade your sentinel service to an older Sentinel LM service.
Error 5: Access is denied
This likely has something to do with the permission setting on the Sentinel RMS License Manager registry key or possibly the permissions directory where the license manager resides.
Two items to check:
1. Check permission on the registry entry for Sentinel RMS: On the Windows Server 2008-based domain controller, click Start, click Run, type regedit in the Open box, and then click OK. Locate and then right-click the following registry sub-key:
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HKEY_LOCAL_MACHINESYSTEMCurrentControlSetServicesSentinel RMS License Manager
Choose Permissions... and check to make sure you have administrative permissions here.
2. Check the permissions on the C:RISASentinel RMS directory and verify that it has read/write permissions.
Update Requires Previous Version Be Installed
This message typically has two main causes, the first being much more common than the second.
- If the install was downloaded from the www.risa.com/d_updates.html page then it is required that you have the initial install installed (for example v9.1.0 must be installed before v9.1.1). The program checks to see if there is a registry entry for this initial version and if it does not find it then it will produce this error. For server installs, many times there is the license management server and the file server that are actually different servers. If this is the case you may be trying the install on the opposite server as the one that you did the initial install on. If so, try the install on the other server and it will likely work. If you still can not figure out what is happening see the Technical Support topic.
- If you are downloading the install from a link specifically sent to you and you are still getting this message, then you may be seeing a registry issue with the Install Shield Wizard. Talk with Technical Support for help. There may be some extraneous registry folders at the root of the problem that can be deleted in this registry location (Start>Run>type Regedit):
HKLMsoftwaremicrosoftwindowscurrent versionuninstall