The most common installation issues are license related. Before getting into more specific topics, it helps to get familiar with how XPSWMM/XPStorm license works. Regardless a network or standalone license, the program checks three things before letting the user to use it,
- Is there a dongle connected locally or remotely? The details are defined in the *.ini file in the installation folder.
- Does the dongle match the *.xcf file? Usually the *.xcf is located in the installation folder.
- Does the program match what is licensed in the *.xcf file?
If it passes all three steps, then you can use the program. Therefore, when you get an error message about the following, you should go through the steps listed below:
- Dongle not found
- No valid license
1. Make sure the *.xcf and the dongle matches
Run the XPDiagnostic tool to verify the dongle serial number matches the dongle number.
For the 2019.1 versions, go to the installation folder: C:\Program Files\Innovyze\xpswmm2019.1.2_x64. Then run the XPDiagnostic tool shown below:
The top section shows the dongle serial number, the four digit number, which should match the bottom results from the *.xcf file.
If the dongle number does not match the *.xcf file, please contact firstname.lastname@example.org.
2. Make sure the *.xcf matches the invoice and the installed program
Check the XPDiagnostic output at the bottom.
If the *.xcf is for XPStorm, then you need to use the XPStorm installer, vice versa. If the *.xcf does not match your invoice, please contact email@example.com.
3. XPDiagnostic Tool cannot find the dongle
If the XPDiagnostic tool cannot find the dongle, there are a few common causes:
- If you are using MS remote desktop, then the diagnostic tool cannot access the USB dongle. You need to use other ways to access the computer.
- Make sure the dongle light is on. Try to plug into a different USB port.
- The dongle driver might not install successfully. Here is how to check it.
- Check the "services".
- Make sure the sentinel services are on.
- Check the "services".
- If the installer failed to install the driver for the dongle, a manual install will be needed. Please refer to Manual Installation for instructions.
4. I cannot find the dongle on the server
For a network install, it is the same steps as step 3. If it is a virtual machine, following the USB virtualization software’s instruction to check the dongle is correctly connected to the VM.
5. I can find the dongle on the server, but the client is not working
- Run the diagnostic tool on the client, and make sure the *.xcf matches the dongle number on the server, and “network” option is “on”.
- Open the “swmxp.ini” in the installation folder, make sure the “server” IP address or name is correct, and you can ping from the client computer.
- For more advanced network diagnostic, please refer to Troubleshooting Common Installation Errors.