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How to Troubleshoot Softkey License Issues

Don Dickinson
10/18/2016
Single User Licenses
Softkey
Network Licenses
Softkey
Troubleshooting
Green USB keys
Red USB keys

NOTE:  Before continuing this article, you should be certain that you have a softkey license, or a red / green USB key (either a single user or network key). The License key numbers are normally in the format L1XXXXX

                

 

If OpticStudio cannot locate a network softkey or red USB network key

This section applies if your computer connects to a server with a red USB network key, or softkey license (normally displayed in the Zemax License manager with a number like L1XXXXX, and "Network" for the license type ), rather than a license installed on your computer. An example is below.



Go through each step one at a time. Test Opticstudio in between each one.

1. Check your OpticStudio version (displayed when OpticStudio opens). Network softkeys are only compatible with version 15.5 or higher. Also, a minimum of version 15.5 Sp3 is required to display the license information properly.
2. Verify the license server's name is specified in the Sentinel Admin Control Center, per the "Installing on the Client Machine" section of "How to Install the Network License Version of OpticStudio"
3. Check your network connection is active. if your computer is connected wirelessly, verify you are connected to the appropriate wireless network. If you are accessing a network key at your business, make sure you are connected to the internal company wireless rather than the "guest" network.
4. Open your Start Menu, then the Zemax License Manager. If there is a check in "Use Black USB key", remove it.
5.  Restart the Sentinel LDK service or reboot the computer to restart the license manager service. 

 

If OpticStudio cannot locate a single user softkey or Red/Green USB key

This section applies if your softkey or green USB license is installed on your computer, and does not show up in the LIcense Manager, or if the USB key is not lit up. It would normally appear like so:



Go through each step one at a time. Test Opticstudio in between each one.

1. Check your OpticStudio version (displayed when OpticStudio opens). Single-user softkeys are only compatible with version 15.5 or higher. Also a minimum of version 15.5 Sp3 is required to display the license information properly.
2. Restart the Sentinel LDK service or reboot the computer to restart the license manager service.
3. Open Zemax License Manager. Click the "License Information" tab.

     Are there any licenses listed there?

          If NO, Check the Sentinel Admin Control Center to see if the licensing software is working. 
          If YES, check the "Support Expiration" date. If it says "0001" rather than an actual month/day/year, there is a problem with the license itself. Move to the "Common Errors" section of this page and read the "Cloning error" section.

Activation issues

Key Transfer issues

You may get errors completing a key transfer.

Either of the errors can happen when applying a transferred softkey.  If you get the following error, this means the license was removed from the server but failed to apply to the machine. This is usally due to a problem with the licensing software on the machine.

 







 

Common Error Messages

 

Missing or unable to find Vendor Library Error

If you attempt to activate or transfer a softkey, then check the Sentinel Admin Control Center "Sentinel Keys" page, you may get a error stating "Unable to find Vendor library".

This error means that you are missing a file called haspvlib_114811.dll, which is required to use Zemax licenses. You can automatically reinstall this file following the procedure below. If you prefer to fix it by manually copying the file, or are not allowed / unable to run this script, move to the section Manual Vendor library repair method.

1. Download the Sentinel LDK repair file (Sentinel_LDK_Repair.exe) from this direct link
2. Open the downloaded file, click OK, then the "Extract" button.



3. It will automatically create the default C:\Sentinel_LDK_Repair folder, extract the files and open the folder for you.

TIP: You may change the folder it extracts to, but be sure to make note of the location to complete the below steps.




4. Open the install.bat file. It will ask for permission to run the Windows Command Processor. Click YES, and it will proceed to copy the DLL to the appropriate location, as below:

 



5. Note that this process will automatically reinstall the Sentinel LDK License service, restart the Sentinel LDK service and so should immediately fix this error. After completing the process, Check the Sentinel Admin Control Center to see if the license no longer shows the vendor error. If this was an error transferring or activating,  you will need to re-apply the transfer code again. The OpticStudio license should appear properly. If it doesn't, move on to the Getting Help section below to contact Zemax support.

 

Manual Vendor library repair method

 

If you are not allowed to run the batch file in the above steps, you may manually copy the haspvlib_114811.dll file instead. Note that you need administrator rights to do so.


1. You will find the file in one of the following locations:

  • c:\program files\Zemax License Manager (This is normally only an option if you have installed the standalone Zemax License Manager on a server to manage a network license)
  • c:\program files\Zemax OpticStudio (Note that OpticStudio must be version 15.5 or later).

2. Once you have located the haspvlib_114811.dll file, copy it to the following folder.

C:\Program Files (x86)\Common Files\Aladdin Shared\HASP

3. After copying the file, either Restart the Sentinel LDK service or restart your computer.
4. Check the Sentinel Admin Control Center to see if the license no longer shows the vendor error. If this was an error transferring or activating,  you will need to re-apply the transfer code again. The OpticStudio license should appear properly. If it doesn't, move on to the Getting Help section below to contact Zemax support.
 

License shows an invalid support expiration date in the License Manager or "disabled" in the Admin Control Center


Fig 1 invalid expiration date

Fig 2 - The "Sentinel Keys" section of the Admin Control Center showing a cloned license

 

If your license ends up in the cloned status, it has been disabled and is unusable. There are several situations this can occur, but the fix depends on your situation.

The only troubleshooting option is to transfer away the license, and back again to the same computer using the Zemax License Manager. See the knowledge base article Transferring and Updating a Softkey License

If that fails, please move to the Getting Help section to contact Zemax Support. Include as much information possible about your situation and a screen shot of the Sentinel Keys page ( http://localhost:1947/_int_/devices.html) that shows the exact error. Please include answers to as many of the following questions as you can:

What happened just before the key was disabled?
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?
 

License check out issues (Softkeys only)


This applies to those with a network softkey license not single-user licenses. You may experience issues with the license check out feature, which is used to borrow a license seat for use when not connected to the network where the license server resides. Here are the most common issues and fixes.

Issue - A license seat was checked out. When the computer restarted, it was no longer available in the Zemax License Manager.


This is an issue that affected OpticStudio 17.0 through 18.1. The vendor of our softkey licensing released an update that addressed this issue, and it will be included in the next OpticStudio 18 service pack. To fix this issue now, you may upgrade to the latest version of the softkey runtime.

TIP: We recommend doing this procedure on the server as well as each client machine.

1. Check out a license seat, and check it back in again. This is required to reset the license seat count.
2. If possible, disable any antivirus software temporarily, as some are known to block the install process. 
3. Download the Sentinel LDK repair file (Sentinel_LDK_Repair.exe) from this direct link
4. Open the downloaded file, click OK, then the "Extract" button.



5. It will automatically create the default C:\Sentinel_LDK_Repair folder, extract the files and open the folder for you.

TIP: You may change the folder it extracts to, but be sure to make note of the location to complete the below steps.




6. Open the install.bat file to install 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.



7. After about 30 seconds to 1 minute, you should get a message confirming it finished successfully.
8. Restart the computer.
9. Confirm the update succeeded. Open the Sentinel Admin Control Center at the top of the Zemax License Manager and click the "About" button. Verify the "Runtime Installer" shows at least 7.63 per the screen shot below.
 

10. Check out a license seat again and restart the computer. Open the Zemax License Manager to ensure the checked out license is still listed. If you still have troubles, move to the Getting Help section of this article.
 

Issue - I pressed the Check Out button and received an error stating "The server administrator has disabled license check out".


Contact your network administrator and ask them to enable license check out on the server is enabled. Refer them to this knowledge base article: How Do I Monitor and Control Usage of the Network Key?

 

Issue -  I pressed the Check Out button on the client and received an error stating that the check out could not be completed.


Fix 1 - Be sure that there is an available seat to check out. See the screen shot below to see where the number of available seats are displayed. For example, If there are a total of 25 seats and 0 available, there are none available. You can free up a license seat by closing all instances of OpticStudio, then launching the Zemax License Manager from the Start Menu instead.  Try to check out again.

Fix 2 - If there are available seats, and the check out process still fails, contact your network administrator and ask them to restart the Sentinel LDK license manager service on the server.

 


Issue - The Check Out button is greyed out and unavailable.

Look through the list of keys to ensure you do not already have a license checked out. To do so, Look for a license with a line stating 
Checked out until and a Check In button similar to the screen shot below.

If you do not find a checked out license, then your network must use a Red USB dongle, which does not support license check out.

 

 

Repairing the Softkey Runtime

This will uninstall all licensing components and reinstall them. Note that this will not remove any Zemax softkey licenses already installed on the machine.

1. If possible, disable any antivirus software temporarily, as some are known to block the install process. 
2. Download the Sentinel LDK repair file (Sentinel_LDK_Repair.exe) from this direct link
3. Open the downloaded file, click OK, then the "Extract" button.



4. It will automatically create the default C:\Sentinel_LDK_Repair folder, extract the files and open the folder for you.

TIP: You may change the folder it extracts to, but be sure to make note of the location to complete the below steps.




5. Open the remove.bat file 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.



6. After about 30 seconds to 1 minute, you should get a message confirming if it finished successfully.
7. Restart the computer.
8. Open the C:\Sentinel_LDK_Repair folder again, and open install.bat. Again, it will ask for permission to run the Windows Command processor. Click YES.
9. You should get a message confirming if it finished successfully after about 1 minute.
10. Restart the computer to complete the setup. 
11. Move to the "Check the Sentinel Admin Control Center" section to verify if the license is working.

 

 

Check the Sentinel Admin Control Center

The Sentinel ACC web interface is installed to manage any softkeys on your computer, or on your network. 

1. Open a web browser and go to http://localhost:1947 or click "Launch Admin Control Center" at the top of the Zemax License Manager.
2. If the page does not open, see "Repairing the Softkey Runtime" above. 
3. Click the "Sentinel Keys" link on the top left.



4a  Single-user licenses: You can identify softkeys on your computer by checking the "Location" column. The "Sentinel Keys Available" line shows your local computer name on the network. It will also tell the status of the license under the "key type" column. If you see any error (in RED writing), move to the "Common Error Messages" section. If not you are done!

4b. Network licenses: If this page opens, but there are no keys listed, follow the additional troubleshooting steps on "If the License Is Not Found" part of this article How To Install The Network License Version Of OpticStudio.
 

Addendum: Restarting the Sentinel LDK service


If restarting the computer is not an option during the troubleshooting process, you can restart the Sentinel Service. Go to Start, and search for services.msc, or open Control Panel > System and Security > Administrative Tools > Services. Right-click on Sentinel LDK License Manager and select Restart. 

Getting Help

If you are still unsuccessful, please contact Zemax Support for further help. Please include your Windows Version (7,8,8.1, or 10), license key number (L1XXXXX), any error messages you receive, and what steps on this page you have already tried.

Also, if possible, include a screen shot of the following items: