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[Chris.Hazlewood]

One of our customers is trying to run a user install on an XP Pro workstation from the Windows 2000 license server.  The server says that it has there are 6 licenses in use with 4 that are free.  In reality, there are 5 that are in use.  This new XP Pro workstation would have been the 6th.  When he gets ready to run the config wizard and get a sequence key from the server he gets the error "Cannot access a sequence number from license file."  I had them go into the registry to give everyone full access to the J.River folder under HKLM as well, but it still gets the same error.  What am I missing?

[deanna]

Hi Chris,

That particular error message usually means that you left the "Comments" field blank when running the installation.  Here's the link to our Forum topic "ICE.TCP Pro error messages explained"
       http://yabb.jriver.com/ice/index.php/topic,12.0.html
If you didn't leave the comments field open, check was version of Pro the server is installing and advise.

[Chris.Hazlewood]

He tried putting the comments in , but still got an error. 

He points at the "licenses" folder on the server and now he gets the error "There is no license information for your company in that directory."  The location is \\SERVERNAME\icetcp5 server\tcp5 user\licenses. 

He still gets that before mentioned error "Cannot access a sequence number from license file."

He is running ver. 5.1.09. 

[Chris.Hazlewood]

 

BUMP

[Chris.Hazlewood]

This morning he manually assigned a sequence number using License Admin from the server and went back to the workstation to finish up the install, but then he got an error afterwards stating "Error reading the profile you have selected."  He can click "OK" which takes him out of the installation completely without finishing.

[deanna]

Did you/your customer look at the link I mentioned previously.  It also explains the error message he is now getting.  Have you confirmed that the TCP5_User folder is shared with "FULL" access to both read and write, and that the customer can write to the Admin TCP5_User folder?
When he tried the manual assigning of a sequence number, did he copy just a sequence number or the whole "Licenses" folder?

[Chris.Hazlewood]

I saw the parts about "Error Accessing Sequence Number from License File" and "No license information was found for your company in that directory," but he has put something in the comments field and he also has 4 available licenses.  That is why he went into License Admin on the server and manually assigned a sequence number to the new PC.  I had him check the sharing for the folder as well.  When assigning a sequence number, he pointed at the license folder and not just a sequence number. 

He restarted the install by removing TCP Pro through Add/Remove Programs and also deleting all the registry keys.  He is going to try it again tomorrow morning.

[deanna]

Another common mistake is that customers sometimes enter the workstation name/information in the Users folder on LicenseAdmin, or already have another workstation listed by the same name.  This will sometimes block the licensing process.  Is this a possibility?

[Chris.Hazlewood]

It seems that he is having a permissions problem between local and domain user ID's on that PC.  Once he figures that part out, we can revisit this issue.

[jimn]

It seems that he is having a permissions problem between local and domain user ID's on that PC.  Once he figures that part out, we can revisit this issue.

I think this is the cause of the problem. There is a definitive test to confirm (or eliminate) permissions as the source of this error. On the client workstation use an explore window to go to the license folder on Pro license server, and try to create a junk file (call it "junk") in the license folder. This is exactly what configwiz must do (create a file) to obtain a sequence number, so if the user can't neither can Configwiz.

JimN

[Bob]

Or you could follow the instructions for a remote install:
Remove the "manually added user" from licenseadmin (there are only VERY rare situations in which you should manually enter a user).

Copy the license folder and configwizard.exe (or configwizard44.exe) from the licenseadmin server (in TCP5_USER) onto the root of a floppy or USB pen drive.

Take the floppy or pen drive to the machine that you need to sequence. Run configwizard from the floppy/usb drive. Don't change the license folder location, configwiz knows it's on the root of the floppy/usb drive. Uncheck get config profile when you get to that step. Put in a username AND comment. Finish. You will now have a working sequence number on that PC.

Copy the license folder back from the floppy/usb drive to the licenseadmin server so that it's updated to see the new user. You are done.

[Chris.Hazlewood]

He got the the application installed now, but he is still having trouble running it.  I looked at his PC and the domain credentials are not coming down to the server completely.  He is having policy issues.  Thanks for all your help.