License Troubleshooting

This article covers License troubleshooting suggestions for common errors.

The Gambit

The steps below can help resolve many common licensing errors.

Step 1: Ensure you are connected to a license.

Software network keys:

Reference the Server Setup page to ensure server setup and license activation are complete.

Please also note the Client Setup section; both Server and Client Setup are required for an end-user to access a server-hosted network license.

If you are working remotely, ensure you are connected to VPN. If multiple people have access to the software, ensure the number of available seats on your license hasn’t been exceeded.

Software standalone (local) licenses:

Ensure your license appears in the list here on your machine. 91033 is the vendor ID for EdgeWise. 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.

USB (legacy) network licenses:

Reference the Server Setup page to ensure server setup and license activation are complete.

Please also note the Client Setup section; both Server and Client Setup are required for an end-user to access a server-hosted network license.

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.

All USB keys:

Ensure the USB glows green at the end when plugged into a USB port.

  • If the USB is not glowing, open the Device Manager in Windows, expand Universal Serial Bus Controllers, and ensure you see SafeNet Sentinel Hardware Key. If the SafeNet Sentinel Hardware Key is not detected in the Device Manager, try other USB ports, and then proceed to next steps.

Step 2: Restart your Sentinel Services.

For any type of license, open the Windows Services app by searching for it in the Windows search bar. This should be done on the machine where the license was activated, 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 software licenses) or Force Install Sentinel Drivers (for legacy USB licenses). Then restart your computer/server.

Step 4: Have IT check anti-virus/anti-malware logs to see if any programs are being flagged/quarantined.

Logs should be checked for any programs/files with the names: ClearEdge3D, EdgeWise, Thales, Sentinel, FARO.


Common Errors

Common license-related error messages and how to resolve them.

(400) Bad Request. Activation not allowed as remaining quantity is 0


This error message means that your activation code has already been applied. Keep in mind, our activation codes are single-use only unless otherwise stated. First ensure that another person in your organization hasn’t activated the license by accident. If the license has been activated by someone accidentally or the license has been activated on the wrong machine, please contact licensing@clearedge3d.com so we can perform a license transfer.


ERROR: License Key not found


This error is a general catch-all when our software cannot communicate with the license file as expected. Refer to The Gambit for general troubleshooting.


License Expired

You can confirm expiration of a software license by visiting the Sentinel ACC Features page. Contact your Sales Representative to discuss renewal.



This version is newer than your maintenance contract allows. Terminating program.

If you have a perpetual license, your maintenance contract determines which versions of the software you have access to.

  • If your maintenance contract is active and kept current, you will have access to all releases.
  • If your maintenance contract has lapsed/not been renewed, you will only have access to EdgeWise versions released prior to the date that your maintenance contract expired.

To confirm a maintenance expiration date/Latest Available Version, please contact support@clearedge3d.com or Licensing@clearedge3d.com.

To bring your maintenance contract current, please contact your Sales Representative.


Unable to connect to the licensing server.

This error usually appears when the software is having trouble pulling a license from a network server. Confirm your network connection, then refer to The Gambit for general troubleshooting.


Another update must be installed first


This error usually occurs within the RUS-LicenseTool when you are attempting to activate a V2C license file that has been sent to you. Usually this error means that you were sent a different V2C previously but it was never activated. Refer back to your previous emails from support@clearedge3d.com or licensing@clearedge3d.com and see if there were any V2C files that were previously sent to you. Apply that V2C file first, and then produce a new C2V to send to the licensing admin. If there were no previous V2C files sent your way, then please contact support@clearedge3d.com.


(400) Bad Request, pending Updates exist

This error is essentially the same as the one above, Another update must be installed first. Follow the directions for that error first and then if the issue persists, please contact support@clearedge3d.com.


Could not access Sentinel protection key, process canceled!

This error appears within the RUS-LicenseTool when attempting to generate a C2V license file. Usually this occurs when the tool can’t read the key, or the licensing service is not running.

Ensure you are generating the .C2V file on the machine where the license was activated. From there, refer to The Gambit for general troubleshooting.


Error in generating Request Code = 209

This error occurs when attempting to produce an REQ file from the SecureUpdateUtility tool for Legacy USB keys. Usually this occurs when the tool can’t read the key, or the licensing service is not running.

Ensure you are generating the .REQ file on the machine where the USB is plugged in. From there, refer to The Gambit article above for general troubleshooting.

If you are still experiencing error messages or unexpected License behavior, please email support@clearedge3d.com with screenshots of any errors you are receiving, and any steps you have already conducted from this page.