Learning Forum

[scott campbell]

Exceedingly frustrated with the abysmal support from Ansys on your product.

We've been waiting for over 6 weeks for a solution to a license issue with the Zemax/Research optics software.

We were just told to make a new post (yet again) in this forum.

Here are the highlights.

1 - The license is installed on our license server.

2 - The software has been freshly installed on the client's computer.

3 - The correct license server (port number and hostname) have been confirmed as correct in the licensing settings application and we get a green checkmark when testing the license.

4 - Under the web licensing setting, the "shared" option is off (and I have tried it both ways with the same result)

Please let me know if there's anything else I should check.

More details from previous posts/emails below.

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scott campbell

6 days ago

Public

Assistance needed with Ansys Academic Research Optics license.

Trying to work with a faculty member to get them connected to the licensing server for this software.

Nothing we have tried has worked yet and could use some help.

The license is showing as installed and active on the licensing portal, but he is still not able to connect and activate from the user end.

Customer ID# 601853 (Miami University of Ohio)

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Rajeshwari Jadhav 

Hi Scott,

Please add the details (port no. and hostname) in the Ansys Licensing Settings(launch as an admin) from the client, let me know if you face any issues after it.

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Rajeshwari Jadhav 

Also be sure under web licensing> shared web option should be off.

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scott campbell 

I have added and confirmed with the test button that the server settings & port number work correctly in the licensing settings application. It shows the green checkmark.

I have completely uninstalled and deleted the folder for zemax optical from program files to make sure all possible settings cached there were removed.

I reinstalled the software and I am still getting the same error.

When you try and start the program it shows the startup splash screen for an unusually long time (10 minutes) each time you try and run the program before it fails and goes back to the licensing window.

Even after restarting the licensing server (not just the application, the entire server) I still get the following message:

"One or more Ansys Zemax products were detected, however all licenses appear to be in use. Please try again later."

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scott campbell 

Forgot to mention that I did check that the sharing option is set to off.

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scott campbell 

Any update, our researcher can not access this software and it is impacting his summer research plans.

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Yuichiro Hiyoshi 

scott campbell

Thanks for the post.
If you have a technical questions, we encourage you to post technical questions related to Ansys products in each physical channel of the Learning Forum. Please visit the following pages.
https://innovationspace.ansys.com/forum/

"Ansys Products" channel is most appropriate to discuss installation/license issue.

Thank you,

 

Previous post here:

 

https://innovationspace.ansys.com/community/profile/?rajeshwari-jadhavansys-com/

[Rajeshwari Jadhav]

Hi Scott,

May I know who is your Account Manager?

[mgaddam]

I am having same issue. Is the problem resolved?