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Authored By

Don Dickinson

Abstract

This article covers common issues when activating a new license or transferring an existing one to a new machine. 

Contents

Downloads

Zemax License Repair Kit


Sometimes you will encounter an issue completing an activation for an Opticstudio or Lensmechanix license, or completing a transfer for the license. This article will go over the most common errors, fixes, and links to request help from Zemax support if needed. 

Before getting started

Before continuing this article, you should be certain that you have a softkey license installed on the machine you are troubleshooting. The License key numbers are normally in the format L1XXXXX.




Activation issues

This section describes common issues encounted when activating a softkey license for OpticStudio or LensMechanix. See Transfer issues if you cannot complete a license transfer. 

 

Error: The activation code provided is invalid or Internal error occurred

The two most common errors when activating a softkey license are shown below. These are "The activation code provided is invalid..." and "Internal error occured."

 

the activation code provided is invalid.     internal error occured

 

These errors are often caused from the incorrect application of an activation or transfer code, and they can often be easily resolved using by working through the questions below.

  1. Has the license already been activated on a different machine? If you are trying to activate a license you just received, be aware the activation code can only be used once. After activation, the license then has to be transferred from the activated machine to a different machine. See the article "Transferring and Updating a Softkey License" for information on how to transfer a license.
  2. If the license has not previously been activated, what is the format of the activation code? If it starts with "ZU," you will need to ensure that you are using a version of the Zemax License Manager (ZLM) released May 2019 or later (Opticstudio / Lensmechanix 19.4 or newer). Go to the Opticstudio Downloads or Lensmechanix Downloads page to download the current version. 
  3. Was your license previously activated or transfered to this machine but stopped being displayed in the ZLM? If so, the licensing runtime software has likely stopped working, and you need to repair it. See Repairing the licensing runtime
  4. Are you trying to activate your license using a transfer code? If you are trying to use a license transfer code on the "New Key" tab in versions of the ZLM dated Nov 2018 or earlier, make sure to include the brackets in the code - (). The brackets are required to differentiate a transfer code from a new activation. See Transfer issues.

Note: If you are trying to transfer a softkey license and receive the error, "The activation code provided is invalid..." or "Your activation code is not correctly formatted...," see Error: Transfer code not correctly formatted or Internal error occured. The steps for resolving these issues are outlined in this section. 

 

Error: Unable to apply softkey..., Key service is not working, or Unable to Find Vendor Library

 

unable to apply softkey license information to this machine.     The key service is not working properly     

unable to find vendor library. Please refer to the link how to troubleshoot softkey license issues in the help tab.

 

These errors are typically due to a problem with the licensing software on the machine or a network error. Try restarting the machine and try to activate again. If it still fails, See Repairing the licensing runtime. If it still fails, you may need to activate offline

 

Error: An unknown error occurred...

Typically this means that your machine cannot reach our activation server. Often this is due to firewall restrictions at your organization. if possible, try activating from a different internet connection such as at home or on public wifi hotspot. If you cannot change your internet connection, follow the offline activation procedure.

an error has occured during the activation process. please make sure you have a valid internet connection.

 

Transfer errors

You may receive an error when completing a softkey license transfer. This section covers the most common errors by error message.

 

"Apply License" is grayed out

The "Apply License" option only exists in Zemax License Manager's dated before May 2019 (Opticstudio 18.9 or older). This issue occurs when your transfer code is in the wrong format for the version of the software you have installed, or is incomplete. Be sure to enter the entire transfer code including all brackets. If this doesn't resolve the issue or you still cannot select the Apply License button, check your transfer code format as below. You need to verify what version of the software it is compatible with. 

 

Transfer Code Format
(Including brackets and parentheses)
Version
|(12345x-sas3-ews53-3232)| ZLM May 2019 or later (OpticStudio 19.4+) 
(12345x-sas3-ews53-3232) ZLM Sept 2016 or later (Opticstudio 16.5+)
{12345x-sas3-ews53-3232} ZLM Aug 2016 or earlier (OpticStudio 15.5-16)

 

Note: If your transfer code is in this format: |(12345x-sas3-ews53-3232)|  - with the || brackets surrounding it, this is a subscription license. These transfer codes can only be used in May 2019 or later Zemax License Manager or Opticstudio / Lensmechanix 19.4+ releases. If you need to upgrade, go to the Opticstudio Downloads or Lensmechanix Downloads. For network licenses hosted on a server, you only need to upgrade the Zemax License Manager. This is located in the Resource Files section of the Opticstudio Downloads page.

 

Error: Transfer code not correctly formatted or Internal error occurred

If you receive either the error, "Transfer code not correctly formatted..." or "Internal error occurred," you have either mistyped your transfer code in the ZLM or you are using the incorrect version of the ZLM to complete your license transfer. 

 

your transfer code is not correctly formatted, please copy and paste directly from the email.     internal occurred

 

To correct these errors, follow the steps outlined below.

  1. Ensure that you have applied the transfer code on the correct tab in the ZLM. For versions of the ZLM released after May 2019 (OpticStudio 19.4+), apply the transfer code on the "Receive License" tab, not the "New License" tab. For versions of the ZLM releaseed before May 2019 (OpticStudio 18.9 or older), apply the transfer code on the "New Key" tab.
  2. Enter your transfer code exactly as it was received, with all brackets included - either |()| or (). 

    Note: If your transfer code is in this format: |(12345x-sas3-ews53-3232)|  - with the || brackets surrounding it, this is a subscription license. Subscription license transfer codes can only be used in May 2019 or later releases of the Zemax License Manager or Opticstudio 19.4+. Go to the Opticstudio Downloads or Lensmechanix Downloads page to update your software. If you are logged into a server hosting a network licenses, just upgrade the Zemax License Manager. This is located in the Resource Files section of the Opticstudio Downloads page. Also

In addition to the error messages above, you may also receive one of the two error messages below: "The activation code is invalid..." or "Your activation code is not correctly formatted..." In these cases, follow the same steps above to complete the license transfer. 

 

the activation code provided is invalid.     your activation code is not correctly formatted

 

Error: Unable to apply softkey... or Unable to find Vendor Library

This is due to a problem with the licensing software on the machine or a network error. Try restarting the machine and try to complete the transfer again. If it still fails, See Repairing the licensing runtime

 

unable to apply softkey license information tothis machine. please restart your machine and try again.  the key service is not working correctly. Please restart your machine and try again.

unable to find vendor library

 

Unknown error reading certificate from Zemax server.

This error is a bit misleading as it implies a server issue. Typically, if you get the above error, this means the license transfer file failed to apply to the machine due to a network error or license service failure on your machine. Try restarting the machine and apply the transfer code again. If it still fails, See Repairing the licensing runtime and try to complete the transfer again. If you still cannot complete it, move to the Getting Help section to request additional support from Zemax. 

 

unknown error reading certificate from zemax server. if this error persists please contact support and provide your transfer key.

 

Repairing the licensing runtime

Repairing the licensing runtime software can resolve issues that arise while trying to activate a license, complete a license transfer, or when an activated license disappears from the ZLM. There are several ways to do this. 

Method 1 (Opticstudio 19.4 or newer) 

If you are using a version of Opticstudio that predates OpticStudio 19.4 or a version of the Zemax License Manager dated before May 2019, Skip to Method 2.

For versions of OpticStudio 19.4 and newer, follow the steps below.

  1. Open the Zemax License Manager. TIP: Searching for "Zemax license" from the Windows Start Menu will locate it no matter what Zemax software you have).
  2. Navigate to Troubleshoot...Check HASP Drivers. Selecting this options will attempt to check for and repair a missing vendor library and attempt to restart the licensing service. 

If you get a popup asking for permission to run, click Yes or Allow. Once it is done, you should receive the messages, "HASP Vendor Library: okay" and "HASP Service: okay," as shown below. If you see any "failed" messages at the end of the process, proceed to Method 2.  

 




Method 2 (all versions)

The second method for reparing the licensing runtime software applies for all versions of OpticStudio. To complete this process, follow the instructions below. 

  1. If possible, disable any antivirus software temporarily, as some are known to block the install process. 
  2. If OpticStudio is installed on the machine, open the file "C:\program files\Zemax Opticstudio\opticstudio_prerequisites.exe. If only the Zemax License Manager is installed on the machine (keyserver machines only), open the file "C:\program files\zemax licensemanager\licensemanager_prerequisites.exe." Both of these executable files will reinstall the licensing runtime as well as other components needed. You should see a window similar to that shown below. 

 

 

  1. Restart the computer.
  2. To verify that the licensing runtime installed correctly and is working, move to the "Verify the license runtime" section below. If it is not working, proceed to Method 3.

Method 3 (all versions)

The third method for reparing the licensing runtime software applies for all versions of OpticStudio. To complete this process, follow the instructions below. 

  1. If possible, disable any antivirus software temporarily, as some are known to block the install process. 
  2. Download the Zemax License Repair kit from the Article Attachments.
  3. Open the downloaded .zip file and Extract all files within to a new folder.

 

 

  1. After extracting, open the folder you extracted to, then the file "HASPusersetup.exe." It will walk you through the install. You can simply click Next at each step as there are no special steps required. If it says a newer version is already installed or otherwise fails to complete, move to Method 4.

 

 

  1. Open the file "Restore_vendor_dll.bat" to copy the DLL file Zemax requires to the correct location. It will open a command prompt window for a short time and may ask for approval to run; if it does, click Yes
  2. Restart the computer to complete the setup.
  3. Move to Verify the licensing runtime

Method 4 (uninstall and reinstall)

The final method for reparing the licensing runtime software applies for all versions of OpticStudio. It involves uninstalling and reinstalling the software. To complete this process, follow the instructions below. 

  1. If possible, disable any antivirus software temporarily, as some are known to block the install process. 
  2. Download the Zemax License Repair kit from the Article Attachments.
  3. Open the downloaded .zip file and Extract all files within to a new folder.


     
  4. Open the folder you extracted to, then the file "remove.bat" to uninstall the licensing software. It will ask for permission to run the Windows Command Processor. Click YES, and it will proceed to run the uninstaller as below.

 

 

  1. After about 30 seconds to 1 minute, you should receive a message confirming if it finished successfully.
  2. Open the file "install.bat." Again, it will ask for permission to run the Windows Command processor. Click YES.
  3. After about 1 minute, you should receive a message confirming it finished successfully. Make note of any errors.
  4. Restart the computer to complete the setup.
  5. Move to Verifying the license runtime.

Verifying the licensing runtime

  1. Open Zemax License Manager.
  2. Select Launch Sentinel Admin Control Center. This link is either located at the top of the Zemax License Manager (Nov 2018 or earlier), or on the "Troubleshoot" page (May 2019 or later).

         
     
  3. Your web browser should open to the Admin Control Center Help page, as shown below. If this completes as expected, your licensing runtime software is working correctly. If this page gives an error message, try another repair option

 

 

Getting help

If you are still unable to resolve your license issue, contact Zemax Support.

Please include as many of the following items as you can with your request:

  • License key number (L1XXXXX)
  • Activation or transfer code
  • A description of the issue you are having and any error messages you received
  • What you have already tried to resolve it
  • A screenshot of:
    • The Zemax License Manager "License Information" or "View License" page
    • The "Sentinel Keys" page and "Diagnostics" page from the Sentinel Admin Control Center