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BuildIT

Construction

Metrology

Projector

FARO® Knowledge Base

Licensing Troubleshooting for BuildIT

Overview

In this article you will find various troubleshooting instructions to solve common licensing issues with BuildIT Metrology, Projector, and Construction. In most cases, the user may better understand the status of their license via the License Manager. The License Manager can be accessed within BuildIT via the top menu  “Help > License Status”.

Additional license information can be found using the Sentinel Admin Control Center by typing http://localhost:1947 in any web browser, and then choosing Sentinel Keys or Products from the side menu.

If you are not able to find your issue in this list, please contact support@builditsoftware.com detailing the problem with screenshots of the License Manager and Sentinel Keys screen from http://localhost:1947.

1) How to Generate C2V Files

Some issues require users to generate and send a .C2V file to the customer service team. The following instructions explain how to generate it.

  1. If you need to generate a C2V file associated to a Dongle license, plug the dongle in before continuing.
  2. Launch BuildIT. If applicable, make sure that the dongle was plugged in before launching.
  3. Close the FARO licensing window if it appears.
  4. Click “License Manager” in the next window or close all pop up windows and from the top menu bar select “Help > License Status”.
  5. Click on Collect license information, input a name, and save the .C2V file.
    BuildIT_Lic_Collect.png
  6. Verify that the .C2V file is not an empty file (file size = 0 kB). If the creation of the .C2V file from BuildIT fails, or an empty file was generated instead, follow these instructions:
    1. Go to Driver and Utility Downloads for BuildIT Metrology
    2. Download the Gemalto RUS Licensing Tool
    3. Extract the folder and run the RUS_NNQVC.exe file
    4. Check “Installation of new protection key”
      BuildIT_CV2viaRUS.png
    5. Click “Collect Information”, input a name, and save the .C2V file

2) Difficulty Starting the Trial License

Symptoms:

  • For 2019.5 or later versions of BuildIT, when a user attempts to start the trial via the Trial button in the License Wizard. The trial initially appears to have been successfully activated, however, it then enters into a loop as if it was not activated.
    BuildIT_LIC_TrialLoop.png
  • If user tries to activate the trial using the License Manager window, the Start Trial link is disabled as if the trial had been activated and the number of Days Left field is empty.
    BuildIT_LIC_TrialBlank.png

Solution:

A permanent fix will be included in a future release. For now, there are 2 workarounds to activate the license depending on whether the user has already tried to activate the license through the License Wizard.

Solution 1: The user has already tried to activate the trial and the Start trial link in the License Manager is disabled:

  1. Please contact support@builditsoftware.com and add “Difficulty to start the trial license from the FARO license window” in the description or subject of your email. The customer service agent will create a 7-day trial softlock license manually through our EMS licensing system.

Solution 2: The user has not tried to activate the trial:

  1. Launch BuildIT.
  2. Close the License Wizard and do not click the Trial button (the trial button in this window has an issue and it is blocking the trial license from activating).
    BuildIT_LIC_DontClickTrial.png
  3. Click “License Manager” on the next window.
    BuildIT_LIC_LicenseMangerButton.png
  4. Click the “Start Trial” link in the License Manager window.
    BuildIT_LIC_ManagerStartTrial.png

3) License Is Disabled Due to Cloning (Hardware Change)

Symptom:

License stops working. The License Manager indicates that the license is disabled. In http://localhost:1947/_int_/products.html the license is in "Cloned" status and indicates that it has being disabled due to cloning (hardware change).
BuildIT_LIC_Sentinel_Clone.png

Solution:

Please contact support@builditsoftware.com with the C2V file attached (see How to generate C2V files above) and add “Product license is disabled due to cloning (Hardware Change)” in the description or subject of your email. The customer service agent will check in your C2V file through our EMS licensing system and clear the “Cloned” status. Then, the agent will send you back a V2C file for activation.

4) Error Message: “UpdateTooNew” When Applying a License Update

Symptom:

When the user tries to apply a license update without applying previous license updates. The following message will appear:
BuildIT_LIC_UpdateToNew.png

Solution:

Apply the license updates as instructed in order as they were sent. If you do not have any previous pending update, please contact support@builditsoftware.com with the C2V file attached (see How to generate C2V files above) and add “Error Message: “UpdateTooNew” when applying a license update” in the description or subject of your email. The customer service agent will check in your C2V file through our EMS licensing system to remove any pending updates and generate a new Protection Key update. Then, the agent will send you back a V2C file for activation.

5) Error Message: "Activation failed. Product key exhausted" on First Application of Product Key

Symptom:

The following error is seen when applying a new product key for the first time on a fresh install.
BuildIT_LIC_Exhausted.png

Solution:

Please contact support@builditsoftware.com with a screenshot of the Access Log via http://localhost:1947/_int_/log.html?count=20 and add “Error Message: "Activation failed. Product key exhausted" on first application of product key” in the description or subject of your email.

Sample Access Log:
BuildIT_LIC_SentinelAccessLog.png

6) Error Message: "Sentinel SL secure storage I/O error or USB request error"

Symptom:

The following error is displayed: “Sentinel SL secure storage I/O error or USB request error"

Solution:

The latest HASP driver needs to be installed or reinstalled. To do this, follow the instructions from sections “Uninstall the Old Driver” and “Install the New Driver” in the following article: Uninstall and Reinstall SafeNet Sentinel HASP License Driver and FARO Remote Update System (RUS)

7) Error Message: "Vendor lib cannot be found" When Activating Demo License

Symptom:

The following error is seen when applying a demo license:

Applying update from file C:\Users\USER\[...].v2c
Update failed:
Vendor lib cannot be found

Solution:

Please contact support@builditsoftware.com with a screenshot of the Access Log via http://localhost:1947/_int_/log.html?count=20 and add “Error Message: "Vendor lib cannot be found" when activating demo license" in the description or subject of your email.

8) Error Message: "Communication error between application and local License Manager" When Applying License

Symptom:

The following error is displayed: “Communication error between application and local License Manager"

Solution:

The latest HASP driver needs to be installed or reinstalled. To do this, follow the instructions from sections “Uninstall the Old Driver” and “Install the New Driver” in the following article: Uninstall and Reinstall SafeNet Sentinel HASP License Driver and FARO Remote Update System (RUS)

9) Error Message: "at Faro.Licensing.Ux.Helpers..." When Applying a Trial License Key

Symptom:

After applying a trial license key, the the following error message is displayed:
BuildIT_LIC_UXHelperError.png

Solution:

Please contact support@builditsoftware.com with C2V file attached (see How to generate C2V files above), add “Error Message: “at Faro.Licensing.Ux.Helpers..." when applying a trial license key” in the description or subject of your email, and a screenshot of the error. The customer service agent will apply the trial license manually to your C2V file through our EMS licensing system and send you back a V2C file for activation.

10) SuperPro dongle stops working after Windows update 1803

Symptom:

The SuperPro dongle is not detected by the computer and BuildIT launches in viewer mode. This may happen when a Windows update has been applied recently (Windows 10, build 1803 or later) and the version of BuildIT is older than 2018 SP3.

To verify the Windows version, navigate to Start  > Settings > System > About
BuildIT_LIC_WindowsVersion.png

Solutions:

There are two solution options:

Solution 1: Upgrade BuildIT to 2018 SP3 or later, or upgrade the SuperPro dongle to our new license system if possible (contact support@builditsoftware.com for this).

Solution 2: Revert to the previous Windows version

11) Dongle License Not Detected

Symptom:

The Dongle is connected but not detected by the License Manager (a dongle license is not shown in the License Manager).
BuildIT_LIC_ManagerNoDongle.png

Solution:

The latest HASP driver needs to be installed or reinstalled. To do this, follow the instructions from sections “Uninstall the Old Driver” and “Install the New Driver” in the following article: Uninstall and Reinstall SafeNet Sentinel HASP License Driver and FARO Remote Update System (RUS)

12) Error Message: “The license key was found, but it is only valid for the version X.X and before”

Symptom:

Your license is out-to-date and it is not valid for newer versions than X.X.

Solution:

Please contact support@builditsoftware.com, add “Error Message: “The license key was found, but it is only valid for the version X.X and before”” in the description or subject of your email, and explain what version of BuildIT you are trying to run. The customer service agent will generate a Protection Key update if applicable.

13) Software License No Longer Found by BuildIT

Symptom:

License not available upon a system boot.

The License Manager service should access the driver after the driver is fully loaded. The driver isn’t being fully loaded before the license manager tries to access it. 
In an upcoming release (no release date yet), Gemalto has modified the code by adding a status check to see that the driver is fully loaded before the license manager accesses it. 

This results in the sentinel keys not being detected at: http://localhost:1947/_int_/devices.html

gemalto_notfound.png
 

Solution:


Solution 1 (Temporary):
  1. Open Services in Windows. Search "services" in the Windows start menu and it should appear in suggestions.

    services_buildit.PNG

  2. Find the "Sentinel LDK License Manager"

  3. Right-click on  "Sentinel LDK License Manger" and click "Restart". Ensure its status is "Running".

    Note: This is a one time fix.

    restart_buildit.png

  4. Double-click "Sentinel LDK License Manger", change the "Startup type" to "Automatic (Delayed Start), and click Apply.

    delayedstart_buildit.png

Solution 2 (Permanent):

14) Error Message: "Activation failed. An error occurred while sending the request." when Applying a License Product Key”

Symptom:

The following error is seen when applying a product key.
BuildITLic_ActivationFailed-AnErrorOccurred.png

This might be cause due to lack of internet connection on the computer or network permission issues.

Solution:

Check your internet connection

  • If the computer is not connected to the internet, connect it if possible
  • If the computer is effectively connected to the internet or connecting to the internet is not possible, contact support@builditsoftware.com with C2V file attached (see How to generate C2V files above). Add “Error Message: "Activation failed. An error occurred while sending the request." when applying a license key” in the description or subject of your email and the product key that was intended to be applied. The customer service agent will apply the license manually to your C2V file through our EMS licensing system and send you back a V2C file for activation, if the product key activation has not been complete yet.