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"License service is either not installed or not running. Please use system manager utility to resolve your issue." - Error while trying to open Ginesys HO Web or Desktop

Owned by Tech Contributor (Unlicensed)
Last updated: Aug 25, 2020 by Arindam Banerjee (Unlicensed)
4 min read

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 IP instead of system name is recommended as resolving system name may create problem in many networks.

    • 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 active Windows username of application server. Administrative access not required. For domain environment, where Server and workstations all are domain members, no credential is required. If server is domain member but workstations has mixed membership (domain and workgroup) then use any domain username.

    • Domain user password:
      Password of specified Windows user.

  • 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.

https://ginesys.atlassian.net/wiki/spaces/PUB/pages/389611521

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.

Using the system without an active anti-virus or endpoint protection has high risk of virus propagation. During troubleshooting of any issue, it might be required to remove any security application from the system to ensure that the security application doesn’t block or restrict any operation. But security application must be reinstalled shortly as soon as the condition is verified. Ginesys never recommends to keep the system unprotected.

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

 

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https://ginesys.atlassian.net/wiki/spaces/PUB/pages/389644327

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