Diagnose problems with the TEAMserver's Floating Licenses

Sometimes, when you attempt to request a floating license from a TEAMserver, Déjà Vu will tell you that it was unable to obtain the license. It will usually give you a reason for this, and you can use this information to help you understand why the request was not granted, and what you can do about it.

Possible causes

Following are the most common reasons why you may be unable to request a floating license:

If the URL is incorrect

If the URL you give Déjà VU is not correct, it will not be able to locate the TEAMserver and connect to it. If this happens, you will see the following message:

Unable to request a floating license from the specified TEAMserver.

Common errors made when entering a URL include:

  • Misspelling the URL.
  • Using the wrong letter case. The TEAMserver part of the URL must be spelled exactly as shown here.
  • Not entering the /TEAMserver part of the URL, when using the HTTP protocol.
  • Entering the /TEAMserver part of the URL, when using the TCP protocol. In this case, you should type only the DNS name, or the IP address, or the TEAMServer, and nothing more.

If there are problems that make it impossible to connect to the server

If it is not possible to connect to the TEAMserver at all, e.g. because the server machine is not responding, or because your network connection is malfunctioning, or there is a firewall between you and the TEAMserver that is blocking the connection, Déjà Vu will not be able to request a license. In this case, it will tell you:

Unable to request a floating license from the specified TEAMserver.

If you suspect this may be the case, check the status or your network or Internet connection, and check the status of the TEAMserver machine itself. If you cannot do this yourself, ask someone who is able to.

If the password or username are incorrect;

If the username or password that you provide to Déjà Vu are not recognized by the TEAMserver, it will deny the request for a license, and Déjà Vu will tell you this:

The specified login is not valid.

If this happens, make sure that:

  • The username and password are spelled correctly. This includes using the right letter case.
  • That the username or password have not been changed. If they have, use the updated credentials.
  • That your account on the server has not been disabled or deleted.
  • That you are using the correct URL. If you work with 2 or more TEAMservers, it's possible that you are unwittingly providing Déjà Vu with the URL to one of them, but giving it the credentials that correspond to another.

If you still cannot obtain a floating license

If, after having done all this, you find that you are still unable to request a floating license from the TEAMserver, you can use a diagnostic we have made available. This tool will send a request to the TEAMserver you specify. It will then display detailed information about the response it receives form the TEAMserver, which you can read yourself, or add to a new Ticket.

To use the diagnostic tool:

To use the floating license diagnostic tool, you will need to know the address of your TEAMserver's floating license service. This is not the same as the address you use to request a floating license. To find this address:

  1. Locate the config file for the WebService of your TEAMserver.
  2. The file you are looking for is called web.config. It is located inside the folder \Web\WebService, which is located in TEAMserver's installation folder (usually C:\Program Files (x86)\ATRIL\Déjà Vu TEAMserver).
  3. Once you have found the file, open it with a text editor, e.g. Notepad.
  4. Look for the tag called licenseServiceURL.
  5. The address of the floating license service is inside that tag. It will look like this:

Once you have that, you can use the diagnostic tool:

  1. Download the diagnostic tool.
  2. Unzip the contents of the ZIP file to a temporary location, on one of the computers where Déjà Vu that has trouble requesting a floating license from the TEAMserver.
  3. Run the FloatingLicenseDiagnostics.exe application.
  4. In the URL field, type the address of your TEAMserver's floating license service.
  5. Leave the Code field as it is.
  6. Click on Connect.
  7. The TEAMserver will display a dialog window showing the response returned by the TEAMserver.
  8. If the response shows a problem, you can read it to identify the cause, or take a screenshot of the information and attach to a new Ticket.
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