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SYMPTOMS

An error occurred while trying to open Ginesys HO Web or Desktop. The following message may appear after user tries to login into the application.

License service is either not installed or not running. Please use system manager utility to resolve your issue.

The problem may appear from one, many or all workstations of Ginesys Head-Office. The cause and troubleshooting may differ based on problem impact area.

CAUSE

Difference in service communication in Ginesys Web and Ginesys Desktop

For Ginesys Web, all service communications happen from the application server only. Database connectivity or License Service connectivity are made by the Web Service within the GInesys application server only. Hence for any connectivity error appeared in Ginesys Web doesn’t depend upon the connectivity between Ginesys server and workstation. We need to check on application server only.

On the other hand, for Ginesys Desktop or utilities, the service connections are made from the system where the application is being accessed from. Any error while accessing Ginesys Desktop or utilities has to be analyzed based on the affected nodes. That means the troubleshooting will differ if the problem is occurring from one node or multiple nodes.

Scenario 1: Issue in all systems, including Ginesys HO application server.

Probable Cause:

  • Ginesys License Manager setting has incorrect values of host and port.

  • A firewall or an antivirus application on Ginesys HO server is blocking inbound requests to Ginesys License service. Generally, the port for Ginesys HO license service is 9000.

Scenario 2: Issue in all workstation systems but working properly on HO application server.

Probable Cause:

  • Ginesys License Manager setting has incorrect credentials.

  • A firewall or an antivirus application on Ginesys HO server is blocking inbound requests to Ginesys License service. Generally, the port for Ginesys HO license service is 9000.

Scenario 3: Issue in one or few workstation systems but working properly on other workstations and HO application server.

Probable Cause:

  • Network connectivity issue between HO server & affected workstation system(s).

  • Antivirus application in workstation system may block application’s normal activities.

RESOLUTION

CHECK 1: 

Verify HO server system configuration details in Ginesys License manager settings.

Steps:

  • Open Ginesys License manager.

  • Select the “settings” tab.

  • Verify or re-enter the correct details.

    • Machine Name: IP of Application server (Using system name may create problem sometimes)

    • Port: By default port is 9000

    • Domain: Name of the application server for workgroup environment. Name of the domain for domain environment.

    • Domain user name: Any Windows user name of application server. Administrative access not required. For domain environment, use any domain username.

    • Domain user password: Password for above user login.

  • Save & Close.

CHECK 2:

Check connectivity of Ginesys License service port: 9000 using telnet command from workstation system. Telnet Client should be enabled for this check.

telnet <HO server IP> 9000

If the screen goes blank, that means connectivity is OK. Else, the failure message will come for connectivity error.

If error received, check further in the server’s firewall and anti-virus configuration.

CHECK 3: 

Verify or add exception in Windows Firewall for inbound access to Ginesys License service. This is only applicable if Windows Firewall is turned on and in use. If Windows firewall is off or inactive, skip this check.

How To: Add a Windows Firewall rule to allow an inbound TCP port access

CHECK 4:

Temporarily disable antivirus in the workstation system then check port connectivity test again. We can also try uninstalling the anti-virus temporarily .

If the issue is not happening when anti-virus is not present but error comes once anti-virus is active, then necessary exceptions to be given. For exception, please refer anti-virus product documentation or contact anti-virus support.

Do not leave the HO server keeping Anti-virus service disabled or uninstalled.

This should resolve your issue, in case you face it again please contact our Ginesys Care portal - https://care.ginesys.in/ 

How To: Install work station or terminal in Ginesys HO

How To: Install work station or terminal in Ginesys HO

HO WS - "License service is either not installed or not running. Please use system manager utility to resolve your issue." - when trying to open Ginesys LaunchPad from single HO workstation or terminal

/wiki/spaces/TEC/pages/1942749302

HO WS - "Ginesys workstation is not found installed in this system, Ginesys Desktop can run only if Ginesys workstation is installed."- when trying to open Ginesys LaunchPad from HO workstation or terminal.

"Ginesys workstation is not found installed in this system, Ginesys Desktop can run only if Ginesys workstation is installed."- when trying to open Ginesys LaunchPad from HO workstation or terminal.

HO WS -"The drive or network connection that the shortcut ‘GINESYS.Ink’ refers to is unavailable. Make sure that the disk is properly inserted or the network resource is available"- when trying to open Ginesys LaunchPad from HO workstation.

"The drive or network connection that the shortcut ‘GINESYS.Ink’ refers to is unavailable. Make sure that the disk is properly inserted or the network resource is available"- when trying to open Ginesys LaunchPad from HO workstation.

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