SPM Troubleshooting
| Note: This article refers to older versions of SPM and the License Manger. The information below may be out of date or may not apply to the most recent version of the software. |
SOFTIMAGE uses the Software Protection Manager (SPM) to protect and license its software components.
An SPM license server is defined as a computer that has the SPM daemon running on it and grants available licenses upon request. For license servers running on Windows and Linux systems, this computer also requires a hardware key (dongle) and a TCP/IP connection.
An SPM client is a machine running XSI and protected with the SPM system. SPM clients contact the SPM server and ask for licenses to run XSI. An SPM client may be the same computer as the one defined as the SPM server (in the case of a standalone installation) or a computer connected to the server on the same network communicating through a port.
| If you have a USB dongle, make sure that it is NOT plugged in the USB port of the computer before installing the SPM components. |
Before the licensing files are installed, the Setup program checks for the TCP/IP networking protocol (Windows and Linux only). You can install XSI before installing TCP/IP, but you will not be able to start the server until you install TCP/IP and your license key information has been entered and validated.
| Table of contents |
Log Files
Refer to the following log files to help you troubleshoot installation and usage activity of the SPM server:
Efficient SPM Server
To efficiently run an SPM server with multiple client connections, it is recommended that you not run memory-intensive activities on the SPM license server. You may lose the connection to the server, which results in corrupted renders.
- If you lose the connection, a dialog box appears in which you can choose to Retry the connection, Abort the process, or Save the scene currently loaded in XSI.
- If this is a recurring problem, it’s probably because the server’s memory is swapping repeatedly, causing the license server to lose its connection to the hardware key.
To avoid this situation, either add more RAM to the SPM server or move the SPM server to a computer that will not be used for rendering or other intensive applications.
Also consider the following:
Common Licensing Problems
The following can cause licensing problems:
- The hardware key is not installed.
- You don’t have a serial port for the dongle. In this case, purchase a USB-serial adapter or use a USB dongle.
- An error in the license file. This can be either a typographical error or a mailer/editor line wrap error. The contents of the request file that you created and the license keys file that you received from Softimage must not be modified or they will not work correctly.
- The license key file does not match the hardware key installed. You may have installed the wrong license key file for the installed dongle.
- You are not logged on as administrator (or super user) while installing and configuring your license server.
- Make sure that the SPM_HOST variable points to an SPM license server, for example:
SPM_HOST=spmserver1
- SPM is very time-sensitive. Before installing SPM, make sure that the correct date and time is set on all your computers (clients and servers).
Common Error Messages, Possible Causes, and Solutions
Saving an Empty File
Error Message
********** Installing license keys ********** ******** Creating new KeyDataBase ******** SPM_WARNING (C:\WINNT2K\System32\spm\spm_key.exe): validation-code version 0.0 is from an old SPM-version. SPM_FATAL ERROR (C:\WINNT2K\System32\spm\spm_key.exe) : (pid=1584) unrecoverable application error.
Possible Causes and Solutions
- An error occurred when copying and pasting from the license keys file. Make sure that the keys are entered correctly.
- The hard disk was full. Free some space on the disk and try again.
Cannot Connect to the COM Port
Error Message
******** Generating key request code ******** SPM_FATAL ERROR (C:\WINNT2K\System32\spm\spm_key.exe) : can't access dongle at COM2:. Access denied.
Possible Causes and Solutions
- The dongle may be on a different port. Edit the spm-config file to specify the correct port.
- A previous installation of a Wacom tablet may be blocking access to the port. Disable the Wacom tablet service.
Cannot Open Port
Error Message
******** Generating key request code ********
SPM_FATAL ERROR (C:\WINNT2K\System32\spm\spm_key.exe):
can't open port COM1: for dongle type "SI0".
The system cannot find the file specified.
Possible Causes and Solutions
- Your computer doesn’t have a serial port. Purchase a USB-serial adapter or use a USB dongle.
- Your serial port has been disabled in the BIOS. Run your BIOS configuration utility and enable your serial ports.
Keylevel Already Used Up
Error Message
********** Installing license keys ********** SPM_FATAL ERROR (C:\WINNT2K\System32\spm\spm_key.exe) : keylevel already used up; No keys installed.
Possible Causes
- The license is already installed.
- You are trying to install an old license.
Wrong SYSTEM-ID for SPM License Keyfile
******** Generating key request code ******** SPM_FATAL ERROR (C:\WINNT\system32\spm\spm_keyib.exe) : Wrong SYSTEM-ID for SPM license keyfile "C:\WINNT\system32\spm\spm-kf"
Possible Causes and Solutions
- If you are installing a new license key on a machine with a previously installed license key, you need to delete the spm-kf file. This is a hidden file, so you will need to display hidden files to see it.
- On Windows systems, the file is located in the \system32\spm directory.
- On Linux systems, the file is located in the /var/spm directory.
Cannot Find Token
Error Message
License check for feature 'XSIWindows' was denied. SPM Error: Can't connect to any SPM license server.
Possible Causes and Solutions
- Your license server is down. Make sure that it is running.
- You license server cannot be located. Make sure that the SPM_HOST variable is set correctly.
- All your licenses are taken. You are trying to run more seats of XSI over your network than your license covers.
Other Problems
Performance drops when connected to the network as an administrator, while accessing a local SPM server
You may experience a performance drop in XSI on startup, scene loading and rendering from a render region, if your machine is connected to the network and you are logged on as administrator local to your machine, while accessing a local SPM server. Solution
- Do not log on as administrator: log on as a valid user to your network domain.
