Revised SIM Support Practices for LM Standalone and Networks



Common SIM Issues for LM Standalone and Networks

This document is meant to explain some of the common issues with new LM style SIMs. If you have any questions, please email simsupport@.

When requesting assistance in SIM support, please be sure to include your siminfo.log, lservrc file[1], and most current license file.

These new Standalone licenses will work as far back as SURFCAM 2002. In certain cases with older builds such as SURFCAM 2002, it may be necessary to manually copy the new license file into the same directory as the surfcam executable and then rename it to LSERVRC (without any extension).

Installation of a License File:

In the past it was possible to manually install a license file by opening SURFCAM and navigating to Tools > Passwords. This feature will no longer work with the new licenses. To install a license file you must now install the License File Installer v4.5 (or higher).

For Single (Standalone) Seats:

• License Installation will be the same as before. All you will have to do is double-click your license file and the License File Installer will do the rest. The License File Installer will inform you if the license file was properly installed. After the license has been installed, the Installer will not close until you close it manually.

• This new Installer allows you to program multiple SIMs at once using multiple USB ports. After this is completed, you then have the ability to remove the SIMs and insert other SIMs for license installation (this is completed by clicking “install” again). This process can be repeated as necessary. When completed you may close the Installer manually by clicking “cancel.”

For Network Seats:

• No change has been made to the process of installing a network license. Remember: before installing the license file, it is important to stop the SentinelLM service (easily done from the Start Menu) and then double-click the license file. After the license file has been installed you can then restart the SentinelLM service.

The new Standalone seats will be reflected in SURFCAM’s Help>About SURFCAM screen. The old licenses used to be shown as:

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This shows the SIM number (SURFCAM assigned SIM number, not the number physically on the SIM). The new licenses will instead be shown as:

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This reflects the System number as well as the fact that it is a local (Standalone) license. No change has been to network licenses and they will be shown in the same way that they always have been.

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Now that the Standalone licenses are the same style as Network licenses, they display the same in SURFCAM’s Help>About SURFCAM.

Note: In SURFCAM builds of Velocity 4 and earlier, the System Expiration Date will show “None” after the end of 2009. For timed SIMs, SURFCAM will still report on startup that a license will expire in x days.

Time Tampering:

With the new licenses, clearing a time tamper from any system is similar to the previous method for clearing a network time fix. When a time tamper error occurs, contact simsupport@ to request the proper time fix files.

After Surfware has returned a time fix file and time fix utility follow these instructions to apply the time fix to your system:

1. Unzip the ZIP file with the time clean utility and the time fix files to C:\Temp (it may be necessary to change the extension to ZIP before attempting to unzip it)

2. Navigate to the directory you unzipped the files and double click the batch (.BAT) file. This will typically have “timefix” at the front of the time fix filename

3. A log file (clean.log) will be generated in the same directory. If SURFCAM still reports a time tamper, check the log file to see if time tampering was cleared properly

Note: The above instructions apply to standalone licenses. For network licenses, one must first stop the LM service (from the Start menu) and then restart after the time fix has been applied. With a network, the steps are performed on the server itself.

Error Messages:

The following is an error message that may occur with V5:

➢ A new license file will be required to access TrueMill operations past April 15 (in xx days). Please contact your dealer to obtain a license to continue using TrueMill.

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This error occurs if you have not yet installed a new license file that has been updated to include your TrueMill options. Please contact your dealer to receive a new license.

After the license has been installed, you may still see the error upon opening SURFCAM. To ensure that the license has been properly installed, go to Help > About SURFCAM to check to see that your TrueMill option(s) are listed as seen below.

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If TrueMill is listed, you can ignore the license error. It will continue to appear through the end of April. We are sorry for any inconvenience.

These are error messages that may occur with Velocity 4 B248 and earlier releases:

➢ Msg50309: Generic error when a license is denied by a server.

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This is a message that can be generated by a time tamper. To clear the message, try to reinstall your most recent license file using the License File Installer v5.0. If, after performing this, SURFCAM reports an error about a time tamper, request a time fix from simsupport@.

➢ Msg50312: Server has found evidence of tampering of the system clock.

or

Sentinel LM: Error[26]: Request denied due to clock tamper detection.

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This message is a result of the system (or server) clock changing more than the Sentinel allotted time. Request a time fix from simsuppport@.

➢ Msg50313: Other error with code C800100D.

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This message means that the SIM has expired. Contact your dealer.

➢ Msg50319: Cannot check out old license.

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This message means that there is a problem with the LSERVRC file. Either delete it and then open SURFCAM or install a new license file.

Note: For LM network licenses, the only option is to install a new license file. Contact your dealer to get a new license file.

➢ SentinelLM: Error[3]: Unknown server host “Unknown”.

or

SentinelLM: Error[19]: Failed to add license code “7…” to the license server on host “Unknown.”

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These messages occur when SURFCAM is opened for the first time with a SIM that has a license file which has not previously been installed on the computer (or the license on the SIM is newer than the one in the LSERVRC file). This error can be ignored and SURFCAM will work properly.

➢ SentinelLM: Error[18]: No license code is available for feature “[system number] ver 1.0” on host “no-net”.

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This message can happen when the LSERVRC file has become corrupted. Delete the current LSERVRC file and start SURFCAM, reinstall your most recent license file or create a copy of the most recent license file in the same directory as surfcam.exe and rename the license file to be LSERVRC (no extension).

If neither of these steps works, you may have a conflict between two programs that share the same licensing software (such as Vericut). Check your environment variables for “LSERVOPTS” and if one exists perform the following:

1. On the afflicted computer, right click My Computer and choose Properties. Click the Advanced tab and then choose Environment Variables

2. Look through the System Variables. There should be one named “LSERVOPTS” and its value should be “-s ‘[file location]’”

3. Go to this file and open it. Below the other licenses, paste the license strings from the LSERVRC file (this is in the same directory as the surfcam executable). The license strings will be the lines that do not begin with a “#” symbol—they will always begin with a “7”

4. Save the newly appended license file and SURFCAM should run

Should problems persist, send this special license file (the one in the LSERVOPTS location), a copy of your LSERVRC file, and a copy of your most recent license file to simsupport@.

➢ Error[6]: Unknown server host “Unknown”.

or

Msg50311: Feature is node locked. Check to see if SIM is attached.

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This message occurs when the SIM is no longer detected during a SURFCAM session. Check to see that your SIM is attached. If so, try putting your SIM in another port to test that it is the SIM instead of the USB port that is failing. If moving to a different port does not seem to solve the problem, attempt to install a new license file. This occasionally clears up the problem as well as forcing an update to the siminfo.log.

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[1] This file (which has no extension) can be found in the users’ Velocity folder along with the siminfo.log and the surfcam executable.

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