Studio 2011: Trial expired - not able to activate network license now
Thread poster: Peter Adolph

Peter Adolph
Local time: 17:16
Member (2006)
English to Danish
+ ...
Jun 3, 2012

Hi

For the last 30 days I've been using the trial version of Studio 2011; the trial license expired yesterday. Today I wanted to activate my 3 network licenses, but were unable to as Studio encountered some problem.

It seems like Studio still 'sees' the expired trial license and refuses to accept the new network licenses. I tried looking in Studio's Help, but it does not mention how to solve this issue after expiry of the trial version.

I've logged a support request now at SDL, but if anyone knows how to solve this and could let me know before SDL replies, I would appreciate that.

KR
Peter


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SDL Community  Identity Verified
United Kingdom
Local time: 17:16
English
Error message "Active License: Not Licensed" when launching SDL Trados Studio 2011.... Jun 4, 2012

Hi Peter,

Perhaps this KB is relevant for you?

http://kb.sdl.com/kb/article?ArticleId=4100&source=article&c=12&cid=23

Regards

Paul


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Peter Adolph
Local time: 17:16
Member (2006)
English to Danish
+ ...
TOPIC STARTER
Nope .... Jun 4, 2012

Thanks, Paul, but the licensing server toolkit is on a network server, and I don't get that error specific message. While waiting for your colleagues to respond to the support request, I will check out the KB.

KR
Peter


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Grzegorz Gryc  Identity Verified
Local time: 17:16
French to Polish
+ ...
Firewall... Jun 4, 2012

Peter Adolph wrote:

Thanks, Paul, but the licensing server toolkit is on a network server, and I don't get that error specific message. While waiting for your colleagues to respond to the support request, I will check out the KB.


Check thoroughly the firewall settings.
All the NetBios related traffic must be permitted on the license server.

If you disable the firewall for a moment and all is OK, the problem is the firewall.
Been here, done that.

BTW, I assume the server and the client are in the same subnet.
AFAIK the license server doesn't work properly for routed hosts, in fact it's still some early beta if compared to the FlexLM.

Cheers
GG


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Peter Adolph
Local time: 17:16
Member (2006)
English to Danish
+ ...
TOPIC STARTER
SDL did not respond today ... :-( Jun 4, 2012

Thx, Greg, but I don't touch the network server (I let my IT consultant do that ...), but actually I feel convinced that the trial version, once activated, stores a license file somewhere on the local PC and that this file is not removed when you uninstall (to prevent re-install of the trial version I imagine ...).

I have succeeded in requesting and obtaining network licenses from 3 other PCs in the office (1 where the trial version was installed and working, but not yet expired, and 2 'virgin' PCs where I installed Studio 2011 for the first time, i.e. no expired trial version).

I'm not sure if today's a bank holiday in UK, but I have not heard from SDL Support yet, despite an expectation for them to respond within 24 hours of logging the Support ticket (there's probably a good explanation for this, but shouldn't their system then tell me when I could expect a response from them?).

KR
Peter


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SDL Community  Identity Verified
United Kingdom
Local time: 17:16
English
Queens Jubilee Jun 4, 2012

Peter Adolph wrote:

I'm not sure if today's a bank holiday in UK, but I have not heard from SDL Support yet, despite an expectation for them to respond within 24 hours of logging the Support ticket (there's probably a good explanation for this, but shouldn't their system then tell me when I could expect a response from them?).



Hi Peter,

It's the Queens Jubilee:

http://www.thediamondjubilee.org/central-weekend

So the most UK companies have an extended weekend.. once in 60-yrs so not a regular occurrence unless it becomes a habit

However, the other offices are working and should pick up your ticket. You can escalate as you know and should do if this is causing you a problem. Otherwise I imagine a support engineer will get to you tomorrow now.

Regardes

Paul


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Peter Adolph
Local time: 17:16
Member (2006)
English to Danish
+ ...
TOPIC STARTER
Well, if you promise it's only once every 60 years ... Jun 4, 2012

then I am (almost) okay!

But, nevertheless, somebody should have put a notice on the support site to let clients know, I think. I've been unable to work for 36 hours and had to ask my client for prolongation.

And no, I didn't know about the escalating possibility. It's the first time I'm using SDL's support system, so I was not aware about this possibility ...
I called the hotline twice today, but the automatic messaging system told me the tech reps were currently busy and that I should submit a support ticket and/or leave my phone number to be called back ...



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SDL Community  Identity Verified
United Kingdom
Local time: 17:16
English
Please provide error message Jun 4, 2012

Hi Peter,

This came to my attention - I'm on the WorldServer team, and checked with a colleague for any known issues. They'll be getting in touch, but there's not enough information in the support case to tell right away what's wrong. Can you provide any error messages, or appropriate screenshots in the support case, so we can assist you?

Thanks,
Debbie Maguire
SDL


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SDL Community  Identity Verified
United Kingdom
Local time: 17:16
English
On the escalation process Jun 4, 2012

Peter Adolph wrote:

And no, I didn't know about the escalating possibility. It's the first time I'm using SDL's support system, so I was not aware about this possibility ...



Hi Peter,

On this ... go to My Support and then look at the bottom of the page just uinderneath the big red button. It says:

"SDL Support Escalation Process"

You can access a short document that explains how to do this.

Regards

Paul


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Grzegorz Gryc  Identity Verified
Local time: 17:16
French to Polish
+ ...
Nalpeiron incompetentware... Jun 4, 2012

Peter Adolph wrote:

Thx, Greg, but I don't touch the network server (I let my IT consultant do that ...),

On the license server, he should wide open TCP/UDP, ports 137, 138 and 139.
It's a little bit too much permissive but it should always work.

I.e. The Nalpeiron licensing service is a incompetentware and it need very permissive firewall rules for NetBios.
It happened to me to activate Studio 2011 "correctly" but I had some server connection problems afterwards and Studio refused to work.
The question is:
a) do your Studio says it can' t connect the license server?
or
b) it says it cannot longer work in demo mode?
Just to make sure...

Of course, it's possible you found a bug.
The SDL implementation of Nalpeiron is a typical example of lack of competence, e.g. the 1.2 license server stated I have above 880000 concurrent connections for my 2 licenses...
Upgrade to 1.3...

but actually I feel convinced that the trial version, once activated, stores a license file somewhere on the local PC

Yes.
You're right, after the first run, some local changes are made, see below.
But basically they should be overwritten by the activation.

and that this file is not removed when you uninstall (to prevent re-install of the trial version I imagine ...).

AFAIK the Nalpeiron licensing incompetentware stores its data in 3 locations:
- registry (Search for Nalpeiron), it includes the first installation date;
- a sector in the track zero of the system HDD (usually physical 62, counting from 0), it contains some not human readable encrypted data;
- two ADSs in the Windows directory (usually c:\Windows), they contain some not human readable encrypted data.
Nonetheless, at least the the second and the third category should be overwritten by the local server registration data.
I.e. you should rather receive a message you can't access the license server...
Try to relicense.

I have succeeded in requesting and obtaining network licenses from 3 other PCs in the office (1 where the trial version was installed and working, but not yet expired, and 2 'virgin' PCs where I installed Studio 2011 for the first time, i.e. no expired trial version).

If your IT guy is smart enough, he will be able to erase all the Nalpeiron data and restart the trial, if really necessary.

I'm not sure if today's a bank holiday in UK, but I have not heard from SDL Support yet, despite an expectation for them to respond within 24 hours of logging the Support ticket (there's probably a good explanation for this, but shouldn't their system then tell me when I could expect a response from them?).

God save the Queen and punish SDL

Cheers
GG

[Edited at 2012-06-04 23:18 GMT]


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Peter Adolph
Local time: 17:16
Member (2006)
English to Danish
+ ...
TOPIC STARTER
@Debbie/SDL ... this is what I see Jun 5, 2012

Hi Debbie

Jean from SDL sent me this KB link, but it doesn't fit my situation entirely: http://kb.sdl.com/#tab:homeTab:crumb:7:artId:4255

This KB displays the error message that I receive (before this error message, the programme tells me "Active license: Trial expired", and I'm urged to activate ...), but the KB's description of the error source does not fit:
I downloaded the licensing server toolkit v1.3 last week, and this is what my IT consultant installed on Saturday. I downloaded the trial version on 3 or 4 May or so, installed in on my local PC and it expired on Saturday - on Sunday I tried to activate the license.

I have uninstalled and re-installed about 3 times on my PC now, and I still get the same error. I got the same error on the other (older) PCs for a start, but after several restarts the licensing server suddenly started to releasing the licenses.

Frustrating regards
Peter


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Peter Adolph
Local time: 17:16
Member (2006)
English to Danish
+ ...
TOPIC STARTER
Issue finally solved ... Jun 5, 2012

It seems that despite using the correct licensing server toolkit (v1.3) and having the necessary licenses in place, my trial version kept remembering that it had expired and was therefore unable to perform an update which the SDL tech rep then managed to install. After that, the programme has no problem in requesting/obtaining the network license, and I am finally able to work again.


Here's the description of the solution:
[For future reference, the solution for this issue was installing the latest update for studio.
For this we needed to browse to this ftp site: ftp://leuvenftp.sdlintl.com/Article_4077/
If you are prompted for an username , please type hotfix , no password is required.

Downloaded the update for Studio and as you were able to see Studio was working fine.]


It took about 10 minutes to solve.

I wish SDL's support system had been able to respond faster. I logged the case Sunday afternoon and expected that I'd be contacted during Monday (and yes, it was the Queen's big day yesterday, but then I should have received some notification about the delay (we don't celebrate her here in DK...) or the support system should have forwarded my support ticket to another branch that was open (if I understand it correctly, SDL support has offices in different time zones); I did categorize the issue as 'critical' as I was not able to work.

Well, anyway, I'm finally happy again.


peter

[Edited at 2012-06-05 09:14 GMT]


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