Troubleshoot User Credential License Activations

All users are being migrated to this new user credentials license activation type. For this type of activation, the information is managed via an online portal system as well as accessible from within Thermo-Calc. Customers are being contacted directly by email to provide the necessary information to install and use your purchased products. During the transition from using the old license file activations, some users may need to contact support for assistance.

This section is specific to troubleshoot some common problems with the user credentials license activation option.

About User Credentials License Activations

When Activate Online Does Not Work

If the fields become empty (i.e. go blank) when you click Activate Online, this means that the final step of the license activation has failed. You need to contact support to troubleshoot further.

Close the license activation window.
Go to the bottom left corner of Thermo-Calc and click to open the Event Log window.
Copy all the red error messages and send these to your local support contact should you have one. Otherwise copy and paste these into an email and send to support@thermocalc.com.

Firewall or Anti-virus Issues

If you have trouble with a local or non-local firewall or anti-virus software blocking Thermo-Calc from accessing LicenseSpring API, then try this solution.

Make an exception allowing Thermo-Calc to connect to the following IP addresses through TCP ports 443 and 80:

34.250.134.210
34.251.49.36
52.18.228.254
54.78.102.217

Proxy Service or SSL Certification Issues

If you see this error

ERROR LicenseManager: . Thrown at: com.licensespring.internal.services.LicenseSpringApiRetryer:tryCauseMessage:LineNo:96 PKIX path

then it is either because you are behind a proxy server OR the SSL certification has failed.

For both of these types of issues you typically need to contact your organization's IT department for assistance.

A proxy service is used for an Internet connection, which blocks the connection. Use the Proxy Settings option available on the license activation window, or contact your proxy service provider to make an exception.
For SSL certification: The Let's Encrypt root public CA should be installed (ISRG Root X1). This is included in all supported OS, but can be missing in the organization's security service.

Other Common Errors

Some general troubleshooting suggestions are included in this section.

Problem Suggested Solution

Problem	Suggested Solution
The incorrect password is entered	There can be issues when you copy and paste passwords from other sources. Check that no extra spaces were accidentally copied at the beginning or end of a password, and that all of the string is included in the selection.
Offline activation procedure was initiated but not completed, thus blocking the final activation.	It is recommended that where possible an online activation is used instead. First try to fix this issue by deleting the `ls_activation.req` file on your computer as described in the step for Offline Activation described for your specific OS. In other cases, once an offline activation is attempted, and if it does not work, the license can still be registered by the license software as being activated, thus blocking the final activation. Contact support@thermocalc.com to reset the license.

The incorrect password is entered

There can be issues when you copy and paste passwords from other sources. Check that no extra spaces were accidentally copied at the beginning or end of a password, and that all of the string is included in the selection.

Offline activation procedure was initiated but not completed, thus blocking the final activation.

It is recommended that where possible an online activation is used instead.

First try to fix this issue by deleting the ls_activation.req file on your computer as described in the step for Offline Activation described for your specific OS.

In other cases, once an offline activation is attempted, and if it does not work, the license can still be registered by the license software as being activated, thus blocking the final activation. Contact support@thermocalc.com to reset the license.