Troubleshooting with authorization in the license manager

Problem: The Sign button is unavailable in the License Manager window.

Solution:

  1. Check the accessibility of the web resources webservices.encycam.com and encycam.com using command-line commands: a) ping webservices.encycam.com b) ping encycam.com If successful, the service response time will be returned. Otherwise, resolve the connectivity issue to these services with your local system administrator.
  2. In the default browser, execute the request: https://webservices.encycam.com/api/v1/status If the licensing service is accessible, the response should be: {"status":"OK"} Any other response will indicate a connection error with the licensing service. Fix with your system administrator network settings according to the returned error.
  3. Repeat the request in the default browser (Edge or Internet Explorer), which uses system-wide proxy/network settings instead of its own configurations, as the License Manager relies on these.
  4. Run the command in the command line: curl "https://webservices.encycam.com/api/v1/status" If successful, the response should be: {"status":"OK"}. If an error code is returned, work with your system administrator to adjust network settings accordingly.
  5. Check that in the network settings IPv4 protocol is active and IPv6 is disabled.

Problem: The License Manager fails to start.

Solution:

Close the License Manager and delete the following directory: %temp%.net Restart the License Manager and verify if the issue persists.

Problem:

Unable to identify the issue, or the solutions above did not resolve it.

Solution:

Send a message to technical support at: support@encycam.com Include a description of the problem, reproducible steps (if possible), and attach the archived file: "%temp%\SCLicenseManagerLog.txt"