Troubleshooting 6.0
| 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 The information below may be out of date or may not apply to the most recent version of the software. |
XSI Foundation, Trial, or Student/Teacher Stops Working
Problem
You were able to run XSI, but now when you try to start XSI (Trial, Foundation, or Student/Teacher version) you get this error:
Error: there is no interactive license available to run XSI
There two different problems that can cause the Trial to stop working:
- Your computer went to sleep (hibernation or standby mode) or was rebooted or restarted.
- You connected to a different network (for example, at first you were not connected to a wireless network, but then you when did connect to the wireless network, the Trial stopped working).
UPDATE The first problem (reboot, restart, hibernation, standby) is resolved in 6.01. If you are still running 6.0, you should upgrade to 6.01.
If you are not sure which problem you have, try this:
- Start the License Manager (click Start > All Programs > Softimage Products > License Manager).
- Click Manage Key Database and then click Generate Request Code.
If you get unrecoverable application error, then you have problem 1. See Solution 1 below.
If you get a WRONG SYSTEM ID error, then you have problem 2. See Solution 2 below.
If you are able to successfully generate a request code, then see Solution 3 below.
If you cannot generate a request code, then contact support@softimage.com.
Solution 1
This problem typically happens after you put your computer to sleep (hibernation or standby mode). Sometimes the problem may occur after rebooting or turning the computer off. When you have this problem, trying to generate a request, install keys, or list keys will give these errors:
******** Generating key request code ******** SPM_FATAL ERROR (C:\WINDOWS\system32\spm\spm_keyib.exe) : (pid=976) unrecoverable application error.
********** Installing license keys ********** SPM_FATAL ERROR (C:\WINDOWS\system32\spm\spm_keyib.exe) : (pid=2064) unrecoverable application error.
******** List contents of KeyDataBase ******** SPM_FATAL ERROR (C:\WINDOWS\system32\spm\spm_keyib.exe) : keyfile "C:\WINDOWS\system32\spm\spm-kf" is corrupted (2). Check for correct keyfile/machine or keyfile/dongle combination.
Error: We could not read your hostID.
To fix the problem:
- In the License Manager, click Manage Key Database and then click Rename Key Database.
- Click Install Keys, click the .keys file, and click Open.
- Close the Manage License Keys dialog box (click the X in the window title bar).
- Start the license server and then try to start XSI.
To avoid the problem, you may want to stop the license server before putting your computer to sleep or rebooting.
You can stop the license server from a batch file with the net command:
net stop spmd
For example, you could put this net command in a batch file, and then put the batch file (or a shortcut to the batch file) on your desktop.
The license server should start automatically when you turn on the computer. However, if the computer is coming out of sleep mode (hibernation or standby) you would need to start the license server manually. You can do this too with the net command:
net start spmd
Solution 2
The other possible cause for this problem is that the license server is looking at the wrong network adapter.
For example, suppose you activate Foundation at home over the weekend. Everything runs file. Then you go to work on Monday morning, connect to your company network (perhaps via wireless), and then Foundation refuses to start.
First, check if your "host ID" has changed:
- Start the License Manager (click Start > All Programs > Softimage Products > License Manager).
- Click Manage Key Database and then click Rename Key Database.
- Click Generate Request.
You will get something that looks like this:
* 0.9b Anybody 0 > Flash5 -999999999999--ETX (2 PentiumPro) Windows NT 5.1 [2600] -ESPM-0 #0 CR88P2EC 4LZH38VX NFWXE10C TXYF0D7J 65L8ACAX PAMDTNK9 FC6FEF27 6YYJJFK9 WMRHT6MZ 9P27GA9W RDRK4PY0 G5P1WSPF GMH3M6AL Z3AL1X22 G3G08
The part in bold is the host ID. It is generated from a network adapter on your computer.
- Now click Install Keys. You should see a .keys file. The name of the .keys file is also a host ID.
- Does the host ID in the name of the .keys file match the host ID in the request you generated? If the two host IDs are different, then we have found the problem. Contact mailto:support@softimage.com. Send us the request code you just generated, and the name of your .keys file.
Solution 3
Make sure you have a license installed. Click List Keys. You should see something like this:
KeyDataBase: Created: Mon Jan 15 2007 15:08:59 Last change: Mon Jan 15 2007 15:08:59 2 keys from SOFTIMAGE (key install level 100): progname version lic# beg_date end_date cpu# type #-999999999982 2.0 1000 FL XSIFndA32 6.0 1 12/20/06 <> 01/19/07 LNL
If you have a license key, try to start the server (click Start Server). If you do not have a license key installed, click Install Keys, click the .keys file, and click Open. Then try to start the server.
If the server starts, then try to start XSI.
If XSI still won't start, then:
Open an XSI command prompt (click Start > All Programs > Softimage Products > SOFTIMAGE XSI 6.0 > Command Prompt).
1) In the command prompt, run this command
echo %SPM_HOST%
What does the echo command print?
It should print
- localhost
- the name of your computer
- the ip address of your computer
- if the environment variable is not set, it will print "%SPM_HOST%"
2) Run this command
telnet localhost 7050
Do you see SPMD_ACK?? where the ? are happy faces?
If you do, press Ctrl+] and then type "quit" and press Enter.
License Activation Failure
There are many possible reasons for a License Activation Failure:
- Error: We could not read your hostId
- Wrong System ID
- keylevel already used up
- cannot open port IBU on dongle SI0
- can't access dongle at IBU
Generating request code failed
Problem When you click Get Trial, you get this error:
Generating new request code ... failed
When you get this error, you should try to manually generate a request. The error message you get can help track down the cause of the problem.
To generate a request:
- Start the License Manager (click Start > All Programs > Softimage Products > License Manager).
- Click Manage Key Database and then click Generate Request Code.
Solution
Possible errors:
Error: We could not read your hostId
Problem When you try to use your registration code to get a license, you get this error:
--------------------------- Key File Generation based on Registration Code --------------------------- Error: We could not read your hostId. We need this information to activate your software. Please contact Support@softimage.com to resolve this issue. --------------------------- OK ---------------------------
When you get this error, you should try to manually generate a request. The error message you get can help track down the cause of the problem.
To generate a request:
- Start the License Manager (click Start > All Programs > Softimage Products > License Manager).
- Click Manage Key Database and then click Generate Request Code.
Solution
Possible errors:
Possible causes:
- Your spm-config.ini file is set up for a dongle, but you do not have one. This usually happens to customers who purchased a new copy of the Academic version, which is now dongleless. Edit the config file and change DONGLE_TYPE to ETX.
- In the License Manager, click Edit Config File.
- Scroll down until you see the line that starts with "DONGLE_PORT".
- Change DONGLE_PORT to ETX.
- Click Save.
- Your Ethernet card is disabled. Dongleless licensing requires at least one network adapter.
- You do not have a C drive. Contact support@softimage.com.
- You have an old license key database (spm-kf file) on your system. In the License Manager, click Manage Key Database and then click Rename Key Database. Then try again to get your license. This problem can occur when you have an old key database file on your system (eg at one time you had a dongle plugged into the computer).
WRONG System ID when activating the Trial or Foundation or Student versions
Problem
When you try to activate a license, you get this error:
Wrong SYSTEM-ID for SPM license keyfile "C:\WINNT\system32\spm\spm-kf" KeyDataBase: dongle_host -XXXXXXXXXXXXXXXXXXXXX-SI0 != SysID: kima -XXXXXXXXXXXX--ETX".
Solution
Your computer at one time had a licensed verion of XSI installed on it, and the old license key database was left on the system.
- In the License Manager dialog box, click Manage Key Database.
- Click Rename Key Database.
- Try again to activate your license.
keylevel already used up
Problem
When you try to download or activate a license, you get this error:
--------------------------- Installing Keyfile --------------------------- ********** Installing license keys ********** SPM_FATAL ERROR (C:\WINDOWS\System32\spm\spm_keyib.exe) : keylevel already used up; No keys installed. --------------------------- OK ---------------------------
Solution
In the License Manager dialog box, click Manage Key Database and then click Rename Key Database.
This error may simply indicate that you are getting the exact same license you already have installed.
The keylevel in incremented everytime you get a new license. So if the keylevel is 111 for your 5.0 licenses, the keylevel should be 112 when you get your 6.0 licenses. If the keylevel of the downloaded license is the same as your current license, then most likely nothing has changed. Unless you now using a different dongle.
To check what licenses you have:
- Open the License Manager,
- In the menu bar, click Server > Query License Server. Click Query all licenses and then click Run Query.
But if you then Query all licenses again, you should see the same licenses you had before.
If you are trying to get your 6.0 licenses and you are getting this error, contact support@softimage.com
SPM Error "can't access dongle at IBU"
- Is DONGLE_TYPE set to ETX ?
- To check the DONGLE_TYPE setting in your SPM configuration file:
- In the License Manager, click Edit Config File.
- Scroll down until you see the line that starts with "DONGLE_TYPE".
- Is DONGLE_TYPE set to SI0? If so, change it to "ETX" and then click Save.
- Then try again to generate a request.
- If you can generate a request, then try Get Trial again.
- Do you have a C drive?
- There is a known problem with the license server when a computer does not have a C drive.
- If this is the case, contact mailto:support@softimage.com.
- Are your Ethernet cards (network adapters) disabled ?
- If so, you need to enable at least on card. The license manager needs to connect with an Ethernet card/network adapter to generate a request.
"cannot open port IBU on dongle SI0" and "can't access dongle at IBU" errors
Problem
When you try to generate a request or install keys, you get "cannot open port IBU on dongle SI0" or "can't access dongle at IBU".
Solution
If none of these troubleshooting tips work, do not panic, all is not lost. Contact mailto:support@softimage.com and we'll figure it out.
- If you do not have a dongle, then you need to edit your spm-config.ini file and change the DONGLE_TYPE to ETX. If you get "can't access dongle at ETX" then contact mailto:support@softimage.com.
- In the License Manager, click Edit Config File.
- Scroll down until you see the line that starts with "DONGLE_TYPE".
- Change DONGLE_TYPE to "ETX"
- Click Save.
- If you have a serial Sentinel dongle, the problem is that by default the license server is configured for a USB iButton dongle.
- In the License Manager, click Edit Config File.
- Scroll down until you see the line that starts with "DONGLE_PORT".
- Change DONGLE_PORT to COM1 or COM2.
- Click Save.
- Then try again to generate a request.
Check that you have the right dongle driver installed.
Open the Device Manager (click Start, right-click My Computer, and click Manage).
The dongle should be listed as SPM Devices.
If the dongle is listed as 1-Wire Devices then you need to update the driver:
- Right-click the dongle and then click Update Driver.
- Click No, not this time.
- Click Install from a list or specific location (Advanced).
- Click Don't search. I will choose the driver to install.
- Click USB iButton holder for SPM.
- Click Next.
- Click Finish.
If the dongle does not show up in Device Manager, unplug the dongle and then plug it back in.
If Windows does not recognize the device, try all other available USB ports.
If no other USB port works, install SPM and the dongle on a different computer. If the dongle does not work on another computer, it is most likely a defective dongle and you should contact support@softimage.com.
Check the Task Manager for any stray SPM processes.
- Close the License Manager.
- Open the Windows Task Manager.
- On the Processes tab, look for any processes whose name starts with "spm".
- If you find any (eg spm_keyib.exe) kill the process.
- Then start License Manager and try to generate a request. If you can generate a request, then your problem is resolved.
Reinstall the dongle driver from the command-line:
cd C:\spm SIInstDriver.exe /uninstall C:\spm spmibu.inf SIInstDriver.exe /install C:\spm spmibu.inf
Error: there is no interactive license available to run xsi
There are many possible causes for a "no interactive license" error, including:
- The SPM license server is not running.
- There are no licenses installed.
- There are no licenses available.
- The license server cannot communicate with the dongle.
- The SPM_HOST environment variable is not set correctly.
- Security software (such as Zone Alarm) is blocking XSI from communicating with the License Server
To check if the license server is running
- Start the License Manager (click Start > All Programs > Softimage Products > License Manager).
- If you can click the Start Server button, then the license server is not running.
- If the license server will not start, check that your license keys are installed.
To check if your license keys are installed
- Start the License Manager (click Start > All Programs > Softimage Products > License Manager).
- Click Manage Key Database and then List Keys.
- If there are no licenses installed:
- Click Manage Key Database
- Click Install Keys.
- Click the .keys file and then click Open.
- The .keys file are located either in C:\spm (6.01) or C:\windows\system32\spm (6.0).
- Close the Manage License Keys dialog box (click the X in the right hand corner of the window title bar).
- Click Start Server.
- Start XSI.
To check the dongle
This section applies only to Essentials/Advanced customers who have a dongle.
- First, make sure it is plugged in.
- Check that the dongle appears in the Device Manager.
- Open the Device Manager (click Start, right-click My Computer, and click Manage). The dongle should be listed as SPM Devices.
- Expand SPM Devices. If you see a yellow circle with an exclamation mark, reinstall the dongle driver:
- Right-click the dongle and then click Update Driver.
- Click No, not this time.
- Click Install from a list or specific location (Advanced).
- Click Don't search. I will choose the driver to install.
- Click USB iButton holder for SPM.
- Click Next.
- Click Finish.
- Try to generate a request:
- Click Manage Key Database and then click Generate Request Code
- If you get " cannot open port IBU on dongle SI0", then the dongle is the problem.
Check the SPM_HOST environment variable
The SPM_HOST environment variable is set by setenv.bat.
- Open a Softimage command prompt (click Start > All Programs > Softimage Products > SOFTIMAGE XSI 6.0> Command Prompt).
Type this command and press ENTER
echo %SPM_HOST%
This prints the value of the environment variable SPM_HOST. What value is printed?
XSI uses SPM_HOST to find the license server.
Possible values of SPM_HOST are:
- The name of the license server computer (the computer where the license server and dongle are installed). You can use the hostname command to get the name of a computer.
- The IP address of the license server computer. Use the ipconfig command to get the IP address.
- Nothing. If SPM_HOST is not set, XSI assumes that the license server is the local computer. If SPM_HOST is not set, then the echo command will print "%SPM_HOST%".
Check the port used by XSI to communicate with the license server
In the Softimage command prompt, run the following command:
telnet <hostname> 7050
-or-
telnet <ipaddress> 7050
-or-
telnet localhost 7050
where
- <hostname> = the name of your computer (without the <> brackets)
- <ipaddress> = the IP address displayed when you run the ipconfig command (without the <> brackets)
You should see something like this
SPMD_ACK☺☺
- To exit the telnet session, do this: press Ctrl+], type quit, and press Enter.
If telnet cannot connect:
Check that your firewall (for example, Zone Alarm) is not blocking the port used by the SPM license server. By default, SPM uses the port 7050. To check which port SPM uses, look in %windir%\system32\drivers\etc\services.
If you still cannot get a license, then check that SPM is using a free port. In a text editor, open %windir%\system32\drivers\etc\services. Find the line that looks like this:
mi-spm 7050/tcp #
Now check if another program (http://www.petri.co.il/quickly_find_local_open_ports.htm) is using the same port as mi-spm.
If so, edit the services file so that mi-spm uses a free port. Then restart the SPM License Server service.
