500 internal server error

- March 5, 2019 at 9:20 am
  
  Roberto Granito
  Subscriber
  
  Hi, from 02/03 is happening to many users and new installations this error and fail to access spaceclaim. I noticed that on that date windows did an update (lately the windows updates contrast spaceclaim I noticed and other programs). I tried to perform the following tests 1) Deactivation of firewall (domain network, public network, private network) but did not work, the error persists 2) Activation from the promt of the spaceclaim commands : cd C:Program FilesANSYS IncShared FilesLicensingwinx64 ansysls_client.exe -ActivateLicenseEntitlement ID but did not work, the error persists 3) deactivating windows defender : but did not work, the error persists (in some users arriving at this point spaceclaim starts, after started I can reactivate everything and continues to work spaceclaim) 4) restarted the computer, it still does not work 5 )Reactivated everything, firewall, defender ... arrested the pc. The PC is powered up now everything works I do not understand if the error is caused by windows or by the management of license servers. I wrote you all the steps because maybe you need your technicians Regards
- March 5, 2019 at 9:48 am
  
  Naresh Patre
  Ansys Employee
  
  Hello Roberto
  
  Thank you for sharing the detailed steps that you performed and good to know that Discovery SpaceClaim is up and running. This issue has already been reported and the concerned team is looking into it. I may reach out to you if some additional information is needed in this context.
- March 5, 2019 at 9:55 am
  
  Roberto Granito
  Subscriber
  
  Naresh Patre Hi
  
  certainly if you need more information you can ask, I hope I can help you
  Regards
- March 26, 2019 at 11:29 am
  
  Naresh Patre
  Ansys Employee
  
  Hello Roberto
  
  To investigate the httpsrequestexception error, the development team would need to know the UTC date & time of a sign-in attempt from within the product that led to the error below. Will it be possible for you to get these details?
- March 26, 2019 at 12:02 pm
  
  Roberto Granito
  Subscriber
  
  Hi, I don't think because when I solved the problem I had deleted all the log files and the various activations in the client's PC. I can attach the errors of another customer with the same problem that you had solved
  🛈 This post originally contained file attachments which have been removed in compliance with the updated Ansys Learning Forum Terms & Conditions
- March 27, 2019 at 5:20 am
  
  Naresh Patre
  Ansys Employee
  
  Hello Roberto
  
  The development team wants to know the UTC date & time of a sign-in attempt from within the product that led to the error. The log file doesn't provide these details. So the next time this error is encountered, I would request you to resend the log files along with the UTC date & time of a sign-in attempt
  - May 14, 2019 at 6:32 am
    
    Roberto Granito
    Subscriber
    
    Naresh Patre
    
    Hello today and another time this happened to a customer this error I attach you immediately the files you need.
    He logged in at 8:01 (see it also from the log file I put you in the folder).
    I noticed that this problem is always caused when the day before the PC updates to windows defender, I hope this can be useful to you to understand which is the cause of this error.
    
    Can I send you the files in a secure link?
    
    Regards
  - May 14, 2019 at 9:02 am
    
    Naresh Patre
    Ansys Employee
    
    Roberto
    
    I do not see any files attached here. I will send you a secure transfer link for uploading the required files.
    
    In addition to the files, please let me know the UTC time of a sign-in attempt, or the time zone of the user.
    
    You also mentioned that this problem is always caused when the day before the PC updates to windows defender. To confirm is this problem observed before the updates are installed or after installation?
  - May 14, 2019 at 9:11 am
    
    Roberto Granito
    Subscriber
    
    Naresh Patre I sent you the files, let me know if they arrived.
    
    The problem occurs after updating windows defender (automatic windows updates).
    The customer access time when the error occurred and 8.01 am (Italian time)
- March 27, 2019 at 8:21 am
  
  Roberto Granito
  Subscriber
  
  Naresh Patre Hi
  
  Certainly I will send you all the files you need in case you still find this problem, I'm glad to help your team.
  
  Can you tell me in which folder I'm going to get the files you need? Regards
- March 27, 2019 at 10:32 am
  
  Naresh Patre
  Ansys Employee
  
  Hello Roberto
  
  It would be the same files that you send earlier i.e. all files from %temp%.ansys folder, and the UTC date & time of a sign-in attempt from the user when this error is encountered in future.
- March 27, 2019 at 11:08 am
  
  Roberto Granito
  Subscriber
  
  I understood
  thank you
- May 21, 2019 at 7:14 am
  
  Naresh Patre
  Ansys Employee
  
  Hello Roberto
  
  The licensing team investigated the issue and noticed that the system was temporarily down at the time when customer encountered this issue. The Windows update should not have created any problem. To confirm, can you ask the user to deactivate the subscriptions and launch Discovery application again? This will attempt to communicate with the server again and if the connection is successful, the application will launch successfully.
  - May 21, 2019 at 7:19 am
    
    Roberto Granito
    Subscriber
    
    Naresh Patre Hi I did so and it started again
    
    Regards
- May 21, 2019 at 8:53 am
  
  Naresh Patre
  Ansys Employee
  
  Hello Roberto
  
  Thank you for confirming that the application started successfully. So to conclude, this internal server error occurs when the system is down. The next time if this error encounters, please suggest the users to wait for some time and then try launching Discovery application again.
  - May 21, 2019 at 8:58 am
    
    Roberto Granito
    Subscriber
    
    Naresh Patre Thank you
  - June 7, 2019 at 1:29 pm
    
    Roberto Granito
    Subscriber
    
    Naresh Patre Hi, do you have a server problem today? Because many are releasing this error
  - June 10, 2019 at 5:36 am
    
    Naresh Patre
    Ansys Employee
    
    Roberto yes, there are some server side issues which the concerned team is actively working on to fix it. Meanwhile, please advice the customers to deactivate the activation from command prompt and then activate it on required machine using activation command. The commands for deactivating and activating are mentioned in the below forum post: /knowledge/forums/topic/discovery-subscription-license-command-line-options/
  - June 10, 2019 at 9:14 am
    
    Roberto Granito
    Subscriber
    
    Naresh Patre Hi, fine thank you
  - June 10, 2019 at 9:32 am
    
    Roberto Granito
    Subscriber
    
    Naresh Patre Hi, I tried with the command prompt but even so it doesn't start spacecliam, I'll wait for the server to work.
    I only ask you for a favor, if you can write me when it works again.
    Thank you
- June 14, 2019 at 2:55 pm
  
  Naresh Patre
  Ansys Employee
  
  Hello Roberto
  
  The server issue has been fixed and the activations can be released from the account page. Please check it and let me know if you still see any issues.

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