EdgeWise License Errors

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Identifying the Problem

This article covers the source and solution of various EdgeWise License Errors.

The following solutions in this article almost always solve EdgeWise License Errors. However, if you still experience issues after trying all of the steps below, contact our support team, support@clearedge3d.com. Ensure you include a screenshot of your EdgeWise license errors and what steps you took to cause the issue. This will allow us to better assist you.


No License Available

No license available. Firstly, ensure your hardware key is plugged into either your machine (for standalone licenses) or the server (for network licenses). Additionally, check that the green dongle light is glowing and that you have not exceeded the allowed number of users (for network licenses).

No license available License Errors
Fig 1: No license available

Solutions (Standalone licenses)

1) Ensure your key is plugged in and is glowing green.

a) If the light is not glowing green then the drivers are probably not properly installed.

i) Reinstall EdgeWise with Force Install Sentinel Drivers checked.

b) Ensure the license dongle is glowing green, if it is not try plugging it into other USB ports.

2) Ensure EdgeWise is installed, you installed to the default directory, you unzipped the installer before attempting to install, and you are installing the proper EdgeWise executable to match the hardware key (standalone, or network).

a) Hit your windows key on your keyboard, type in Services, and hit Enter on your keyboard.

b) Scroll down until you see any services beginning with the word Sentinel and Restart those services.

c) Restart your computer and try opening EdgeWise again. If it still pops the error, continue to next steps.

2) First, go to this file path: C:\Program Files\ClearEdge3D\EdgeWise\Tools. Next, open the Secure Update Utility. Click Generate Request Code and save the file. Finally, send the file, along with your error message, to support@clearedge3d.com and a support representative can further assist you.


Solutions (Network licenses)

The Server Machine

1) The Network EdgeWise dongle should be plugged in and glowing green.

a) If the light is not glowing green then your drivers are probably not properly installed.

b) Ensure the Sentinel_Protection_Installer_#.#.#.exe is installed on the machine. (Network EdgeWise doesn’t necessarily need to be installed, however, if your license needs to be updated at any point, Network EdgeWise will need to be installed on the server to install the license exchange tool).

i) If the Sentinel_Protection_Installer_#.#.#.exe is not installed, then proceed to complete this step.

c) Ensure the license dongle is glowing green, if it is not try plugging it into other USB ports.

2) Ensure the Sentinel Services are running on the Server

a) Hit your windows key on your keyboard, type in Services, and hit Enter on your keyboard.

b) Scroll down until you see any services beginning with the word Sentinel and Restart those services.

f) Restart your server and have your the user try to open EdgeWise on their machine.

The User Machine

1) Unzip, then reinstall the Network EdgeWise executable. Reinstall Network EdgeWise to the default folder path.

a) Navigate to the following folder path: C:\Program Files\ClearEdge3D\EdgeWise\Tools

b) Run the Network IP Configuration Editor.exe

c) Insert the IP address of the server that is hosting the Network EdgeWise dongle and click Configure IP Address.

d) Navigate to the following folder path: C:\Program Files\ClearEdge3D\EdgeWise

e) Ensure the sntlconfig.xml file exists here. Copy this file to any Revit//Plant3D/PDMS folder path. (e.g. C:\Program Files\Autodesk\Revit 2020)

f) Ensure you have the proper amount of seats available to use Network EdgeWise. If your license only has 1 seat, and one user is currently using EdgeWise, another user will be unable to operate EdgeWise until the first user closes EdgeWise.

g) Have the user attempt to run EdgeWise or its plugins.

h) First, go to this file path: C:\Program Files\ClearEdge3D\EdgeWise\Tools. Next, open the Secure Update Utility. Click Generate Request Code and save the file. Finally, send the file, along with your error message, to support@clearedge3d.com and a support representative can further assist you.


Other Solutions

1) First, ensure that you have no other SafeNet dongles plugged into the same machine as they can conflict with each other.

2) Windows security settings may have prevented proper installed of the SafeNet drivers.

3) Go to Control Panel->Device Manager.

a) Find the Sentinel Key listing. It will have a yellow exclamation point if it was not installed properly.

b) Right-click the Sentinel Key listing and update drivers. Point it to the driver in: C:\Program Files (x86)\Common Files\SafeNet Sentinel\Sentinel System Driver\SetupSysDriver.exe

4) If you receive the error message “E0227 – Program Terminal Date/Time reached.”: You will need to update your licensing. Please email licensing@clearedge3d.com to update your license.

5) Double-check that you have placed a copy of the sntlconfig.xml file next to the executable of your deliverable Revit/Plant3D/PDMS.

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