Troubleshooting License Manager Problems

The following is a guide to troubleshooting problems with licenses using the Intel® Software License Manager. 

1. Are you using the latest version of the license manager?  You can download it from the Intel Registration Center in the Products list after signing in.  For more information, refer to "Intel® Software License Manager Getting Started." 
2. Are you unable to install or use a newer version product, but can still use earlier versions?  There may be one of three things going on:
   1. The license has recently been renewed with extended support, but the license file on the server was not updated.  Products can only check out licenses if the support expiration date is later than the product build date.  Make sure the license file used by the license manager has the correct support expiration date.
   2. The license is too old to support newer product versions.  In some cases licenses are not upgraded when newer product versions are downloaded, and don't have the necessary feature codes.  You can manually upgrade your license in the Intel Registration Center, which will issue a new serial number and retire the old one.  Make sure to replace the license file on your server and restart it.
   3. There is a known issue with Parallel Studio XE starting with release 2018 update 1. The installer incorrectly determines that the license server is unreachable for some systems. The only workaround is to set the environment variable INTEL_NO_CONNECTION_CHECK to 1 before starting the product installer.
3. Is your client using the correct license file?  Check your INTEL_LICENSE_FILE environment variable.  If it contains a file path, make sure the file contains the correct server name.  If the file does not contain USE_SERVER, make sure the file is the same one the license manager is using.  
4. Is the license file valid?  The license may be invalid if it has any of the following:
   1. An incorrect host ID or server name.  To update this information, follow these steps: "How do I change the Server/Host data I provided for my floating license?"  Note that if there are three license host servers, all three must have a unique name and ID.
   2. An expiration date earlier than the product build date. See #2 above if you have recently renewed.
5. Do you have any old or invalid license files in the license folder?  Be sure the folder(s) pointed to by INTEL_LICENSE_FILE or /opt/intel/licenses on the client machine only contains current files.  Having old files will add to the checkout time, particularly if they contain invalid server information.  On the license server, make sure the flexlm license folder only has valid floating license files. 
6. Is there a firewall preventing access to the TCP port for the license manager?  The default is 27009 or 28518*.
7. Is there a firewall preventing access to the vendor daemon port?  This can be specified in the license file, otherwise it is selected by the OS when the license manager is started/restarted.  Look for the port used by the INTEL daemon.
8. Is the license manager running?  On the server, run lmstat:
   1. For Linux execute lmstat -a -c <license file> where <license file> is the name and path to the floating license file. 
   2. For Windows execute lmutil lmstat -a -c <license file> where <license file> is the name and path to the floating license file.
9. Do you get the error message "command not found" when running any of the flexlm utilities, such as lmstat?  Check that your Linux Standard Base (LSB) compliance version is 3 or later.  See this article for a description and solution: FLEXlm License Manager 2.0 may fail when LSB 3 is not met 

As of July 2017, the default port for the license manager has been changed from 28518 to 27009 per Flexera* guidelines.

If you're still unable to use your floating license please file a support request. Visit our Get Help page for support options.

To better assist with your issue, please provide as much of the following as possible:

[NOTE: DO NOT ATTACH FILES OR SERIAL NUMBERS TO A USER FORUM POSTING UNTIL OUR SUPPORT TEAM HAS CHANGED YOUR POSTING TO PRIVATE STATUS.]

1. The serial number for your floating license.
2. The name of the specific Intel FLEXlm license manager server file you downloaded and installed.
3. OS and architecture for your license host server system(s).
4. OS and architecture for your client system(s).
5. The license files for both the server and client.
6. Values to which the INTEL_LICENSE_FILE (client) and LM_LICENSE_FILE (server) environment variables are set.
7. Verification that the Intel License manager is running (capture of the results of running the appropriate lmstat command)
8. A debug log.  On Linux* or OS X*, set INTEL_LMD_DEBUG to /tmp/licensecheckout.log and on Windows*, set INTEL_LMD_DEBUG to C:\temp\licensecheckout.log and run the client. Once the client finishes execution, attach the licensecheckout.log to the support issue.
9. If you are opening a support request about a segmentation fault issue, attach the stack dump.