Trouble shooting

General licensing issues

In the following we list the most common error messages related to licensing issues in ANSLAB you may receive.

• Failed to validate license: <Error details>
  Depending on the error details, this error is thrown for different reasons:
  • Licensing server not available - please try again later.
    This error indicates that the licensing server is currently not responding correctly. This may, for example, be due to maintenance downtime. Please try the installer again after one or two hours.
  • An invalid user name or password has been specified.
    This error is shown if you provided wrong user credentials to the installer. Please check the username and password and try again.
  • License is not active or the license has expired.
    This error indicates that your license has not been activated yet in the licensing system. Please allow up to two business days for the activation of your license. If this problem persists, please contact the ANSLAB support at support@anslab.net. If you are using a trial license this error may also appear if the license expired.
  • Your trial license has expired.
    You are using a trial license which already expired.
  • Requested ANSLAB version is not licensed.
    This may happen if an ANSLAB version, for which no valid license is available for the user credentials entered, has been selected in the ANSLAB installer. Therefore please ensure that the right ANSLAB version has been selected in the ANSLAB installer. If this problem persists, please contact the ANSLAB support at support@anslab.net.
• Licensing server not responding - please check your network connection and try again.
  Either the licensing system is down for maintenance or there is a problem with your internet connection. Please ensure that you have a working internet connection. If this is the case, the licensing system may be temporarily not aivailable. In this case please try again later.

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Installer

Some of the most common errors you might receive during installing ANSLAB (besides licensing issues, which are discussed above):

• Download of needed files failed
  This error appears if the installer is not able to download all the files needed for the installation. One cause may be a maintenance downtime of the ANSLAB download server. In this case please try again later. But there may also be other reasons for this error. If this is the case, additional information on the error cause is provided. Some of the possible errors are related to license validation problems (see above). In addition, the most common errors are:
  • Invalid download request. Please download the most recent version of the installer and try again.
    This error indicates that the installer you are using is not compatible anymore with the download and licensing system for ANSLAB. Please download the most recent installer and try again.
  • ANSLAB version requested is not existing.
    The cause for this error is an outdated installer, which requests an ANSLAB version which is no longer available for download. Please download the most recent installer and try again.
  • Could not open output file "ANSLAB-Folder\fileInventory_X.X.mat"
    This message may appear if you do not have the proper write permission in the installation folder selected. In this case try another folder for ANSLAB installation (e.g. "C:\ANSLAB").
• Extraction of ANSLAB files failed. Maybe the downloaded file has been corrupted. Please try again.
  The files needed for the installation have been downloaded successfully but one or more files seem to be corrupted. Please try to install ANSLAB again.

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Updating ANSLAB

Besides licensing issues (discussed above) the following errors might occur during updating ANSLAB:

• Creating temporary directory for the update failed. Please check file permissions inside the ANSLAB folder.
  For the update process a temporary directory must be created. If the file permissions inside the ANSLAB folder do not allow this, the update process will fail with this error. To resolve this problem, ensure that the user under which you are running ANSLAB has full write permissions inside the ANSLAB folder and restart ANSLAB.
• Checking for updates is currently not possible since the update server is not responding. Please check your network connection.
  Either the update system is down for maintenance or there is a problem with your internet connection. Please ensure that you have a working internet connection. If this is the case, the update system may be temporarily not aivailable. In this case please try again later.
• Checking for updates is currently not possible since the update server is not responding. Please check your network connection.
  Either the update system is down for maintenance or there is a problem with your internet connection. Please ensure that you have a working internet connection. If this is the case, the update system may be temporarily not aivailable. In this case please try again later.
• Download of needed files failed
  This error appears if the files needed for the update can not be downloaded. One cause may be a maintenance downtime of the ANSLAB update server. In this case please try again later. But there may also be other reasons for this error. If this is the case, additional information on the error cause is provided. Some of the possible errors are related to license validation problems (see above).
• Downloaded file inventory seems to be corrupted.
  During the update process a file containing information on the most recent file versions of ANSLAB is downloaded. This error indicates that the file has been downloaded but for some reason can not be read successfully. Maybe the file has been corrupted during the download process. Please try to update again (i.e. restart ANSLAB).
• Local file inventory seems to be corrupted or missing. A full re-installation of ANSLAB might be necessary.
  ANSLAB stores a file locally which contains the information on the version of all files of the currently installed version of ANSLAB. This error indicates that this file is either missing or unreadable. To resolve this issue a full re-installation might be the only working solution.
• Update of file inventory failed. Please check file permissions inside the ANSLAB folder.
  To successfully complete the update process, the local version information of the ANSLAB files must be updated to correspond to the updated files. This operation may fail if the file permissions inside the ANSLAB folder are not correct. To resolve this problem, ensure that the user under which you are running ANSLAB has full write permissions inside the ANSLAB folder and restart ANSLAB to re-initiate the update.
• ANSLAB file integrity test failed - a complete re-installation of ANSLAB might be necessary.
  To ensure that the update process has been carried out correctly, an integrity test of the updated ANSLAB installation is carried out after the update has been completed. If this integrity test fails you will receive this error. This may happen, for example, if a file which should be contained in your installation can not be found because it has been deleted. If one or more missing files have been identified, additional output is generated in the command window. To resolve this issue, a complete re-installation might be necessary.
• Unable to create backup folder - please check file permissions inside the ANSLAB folder.
  Before starting the update process, any file affected by the update will be backed up. For this purpose a temporary directory must be created. This operation may fail if the file permissions inside the ANSLAB folder are not correct. To resolve this problem, ensure that the user under which you are running ANSLAB has full write permissions inside the ANSLAB folder and restart ANSLAB to re-initiate the update.
• Extraction of ANSLAB files failed. Maybe the downloaded file has been corrupted.
  This error occurs if the patch files needed for the update process have been downloaded but they can not be read successfully. This may indicate that the files have been corrupted during the download process. Please try to update again (i.e. restart ANSLAB).

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