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Getting Started
This article is designed as a general troubleshooting gambit for licensing issues with ClearEdge3D products EdgeWise and Verity + Rithm. It is called a licensing gambit, because one of these steps is usually the resolution for a majority of licensing issues that we deal with in tech support and so we always start here. “Licensing issues” here is defined as – “I am trying to open the software but I’m getting X license error.” You should check to see if you are able to open the software after each individual step in the Gambit. Even if the first step or subsequent steps do not fix your issue, still perform every step in the list. Realistically these steps could be performed in any order, but we put them in order of most likely to fix the issue to least likely. However, all of these are still more likely than unlisted troubleshooting steps to resolve the issue so it’s recommended to still perform every step.
If you are receiving a different error when attempting to activate a license, transfer a license, or anything else licensing related, refer to the Frequently Asked Questions and Licensing Errors articles.
The Gambit
Step 1: Ensure you are connected to a license.
For node-locked network licenses, ensure you set up the license properly by referring to the setup document for EdgeWise or Verity + Rithm. Especially pay attention to the Client Configuration section; people often miss this. If you are working remotely, ensure you are connected to VPN. If multiple people have access to the software, ensure the number of seats in your license hasn’t been exceeded.
For node-locked standalone licenses, ensure your license appears in the list here on your machine. 91033 is the vendor ID for EdgeWise and 109705 is the vendor ID for Verity + Rithm. You can click on the Features button under the Actions column to see if any of your features have expired. If they have, contact your sales representative. For standalone licenses, seeing two 91033 vendor IDs in the list is normal and expected.
For legacy-dongle network licenses, ensure the dongle is glowing green when plugged into the server. Also ensure that the client is pointed to the server using the Network IP Configuration Editor.exe found here: C:\Program Files\ClearEdge3D\EdgeWise\Tools. If you are working remotely, ensure you are connected to VPN. If multiple people have access to the software, ensure the number of seats in your license hasn’t been exceeded.
For legacy-dongle standalone licenses, ensure the dongle is glowing green when plugged into your machine.
Step 2: Restart your services.
For any type of license, open up the windows Services by searching for it in the windows search bar. This should be done on the machine that contains the license, and the client machine (in the case of a network license setup). Scroll down until you see any services beginning with the word Sentinel. Right-click those services and Restart them one at a time.
Step 3: Reinstall your ClearEdge3D software as admin with Force Install Licensing Environment (for node-locked licenses) or Force Install Sentinel Drivers (for legacy-dongle licenses). Then restart your computer/server.
Step 4: Have IT check anti-virus/anti-malware to see if any programs are being flagged/quarantined. We know for a fact that SentinelOne and Kapersky have issues with this licensing system.
IT should look out for any programs with the names: ClearEdge3D, EdgeWise, Verity + Rithm, Thales, Gemalto, Sentinel, PointsLoader
If you are still experiencing issues, please email support@clearedge3d.com with any screenshots of errors you are receiving and any steps you may have conducted from the gambit.