New Support Cases reporting SPLM Licensing issues. Please provide . . .
Solution
When opening a new Support Case (ticket) to report any SPLM Licensing issue (i.e for NX, Simcenter 3D, Nastran, Teamcenter and several other PL products), please begin by providing the following information
1. For a licensing error an end-user experiences with the application:
NECESSARY:
a.
DUPLICATE the exact / specific operation which resulted in the licensing error being reported.
b. Provide the
USERNAME@CLIENTHOSTNAME of the user who experiences the licensing error.
c. Provide the
TIME of DAY the user experiences the licensing error.
Additional / bonus (could be helpful):
Provide the licensing error (i.e. screenshot, or verbatim error) the user experiences.
Have the user upload a syslog file that represents the error scenario (helpful to answer 1c and 1d)
2. MOST IMPORTANT: From the SPLM license server machine, please upload the following 2 items:
a.
The actual license file in operation b.
The splm_ugslmd.log file Seeing both the active content inside the license file and the license file's associated sold-to ID
are necessary.
If the SPLM License Server was setup using the default configuration and on a Windows 64-bit machine.
2a and 2b will be found under the following directory - C:\Program Files\Siemens\PLMLicenseServer\
The name of the license file might likely be - splm11.lic
3. For more general problems with the license server,
i.e. all users cannot launch the application implying the license server is down
Cannot start the license server i.e. vendor daemon status is down -97
perform and provide step 2.
The benefit of providing the above ahead of time enables the support agent to
a) more quickly and accurately assess the overall condition of the license server itself
b) and begin looking ahead to determine the necessary steps toward a solution.
Hardware/Software Configuration
Platform: INTL64
OS: windows
OS Version: 1064
Product: NX
Application: SYSTEM
Version: V1980
Function: SYSTEM_TOOLS
Ref: 002-8554539