Learning Forum

[songtao1]

Hi,

Our lab is experiencing an issue where all workstations fail to run LS-DYNA, displaying the error:

Server may be down or license service is not running.

After investigation, we found that the issue is likely caused by a recent university network upgrade that changed our workstation IP addresses. The host (server) machine can still run jobs successfully, so the license itself is active.

Can you help us add the following IP range to the server_data to resolve this issue?

New IP range:
129.128.134.000 - 129.128.134.255

Additionally, I have generated a new LSTC_SERVER_INFO file, but the forum does not allow attachments. Could you please let me know who I should contact directly and where I can send the file?

Thank you for your support!

[Nanda Veralla]

Hello user,

Which university/account is this? I just checked our database but couldn't find any account on your forum display name. Can you check with your account manager? Or check if you're eligible for customer support. We should be able to help you that way.

You are correct. Ansys employees are not allowed to handle attachments/links through the forum. Let us know how this goes.

Regards,

Nanda.

If you are not able to open Ansys help links, refer to this forum discussion: How to access the ANSYS Online Help

Also, we launched a public help documentation website: Ansys Help

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[songtao1]

Hi Nanda,

Thanks for your response.

Could you please provide an email address where I can send our lab’s account information for verification?

Best,
Songtao

[Nanda Veralla]

Hello song,

I checked with my colleague and pulled out your account details. It is handled by our Channel partner SimuTech Group. Please reach out to your channel partner manager, he can help you out to raise a ticket with them.

https://simutechgroup.com/

Hope this helps.

Regards,

Nanda

[songtao1]

Hi Nanda,

Thank you again for your response.

I was advised by your SimuTech Group to contact Ansys directly. Below is his message:

From: Nick

Hi Songtao,

All of our records seem to show the University of Alberta as being supported directly by Ansys, please go to Customer Support and Help Desk: Submit a Request | Ansys for support.

Thanks,
Nick

In addition, we also received the following reply from Thumbprint Solutions:

From: Markus, Thumbprint Solutions

Thanks for reaching out. I’m sad to inform you that all of MFAC’s academic accounts have been moved over to Ansys Direct, so we won’t be working with you for academic applications any longer.

We can certainly discuss commercial applications with your team, or of course when people graduate, but the Academic team will be taking over on all sales and support related matters.

I wish you the best of success in your future endeavors and hope we can cross paths again soon.

All the best,
Markus

This issue has now affected our lab for over a month. None of our workstations can run LS-DYNA.

We truly need help to resolve this issue as soon as possible.

Thank you so much for your assistance.

Best,
Songtao

[Nanda Veralla]

Hello songtao,

Thanks for the detailed response, and appreciate your patience. I can certainly understand the inconvenience caused. 

Can you share a snapshot of the error you're facing? All licenses we have issued in the last few years include all possible IP ranges, so an IP change shouldn't be an issue.

Could you confirm your Ansys account name and account number with us? I will check our database and let you know the best way forward.

Regards,

Nanda

[songtao1]

Hi Nanda,

Thanks for your help.

Please find attached picture of the error message when attempting to run LS-DYNA:

Regarding the Ansys account information — I just confirmed that our LS-DYNA license was not originally purchased through an Ansys-linked account. Instead, it was purchased directly through Thumbprint Solutions Inc.

However, Thumbprint has informed us that all academic accounts have now been transferred to Ansys Direct, and they are no longer handling academic-related support.

To assist with verification, I’ve also attached smoe of our lab's LS-DYNA license information for your reference.

University of Alberta Mechanical Engineering Department--- 1083941

Please let me know if you need any additional details to move forward.

Best,
Songtao

[Nanda Veralla]

Hello Songtao,

Yes, Ansys Direct will support your account from now on. However, there might be a transition period before you're eligible to raise a support case.

Meanwhile, can you try the following:

To point to the LSTC license server from the client machine, you will need 2 environment variables:

LSTC_LICENSE=network

LSTC_LICENSE_SERVER=hostname_or_IP_of_license_server

Can you check if this is properly setup already? The error most likely means you have a communication problem between the client machine and the LSTC license server.

Let me know if you need help in setting up environment variables.

Best,

Nanda

[songtao1]

Hi Nanda,

Thanks for following up. The issue has been resolved — it was most likely caused by a system update that modified the firewall settings.

After reopening the required port (31010), the client machines were able to connect to the license server again.

Really appreciate your support!

Best,
Songtao

[Nanda Veralla]

Thanks for letting us know. Your solution will help others. I'm closing this thread for replies.

Cheers,

Nanda