--- title: "Troubleshoot installation and licensing" canonical: "https://help.vicon.com/space/Nexus220/897712642/Troubleshoot%20installation%20and%20licensing" format: markdown --- Find suggestions on how to solve the following issues when using Vicon application software with Vicon Product Licensing and the Sentinel RMS License Manager. > Macro (toc) > Macro (scroll-pagebreak) ## Vicon software fails to find license ### Issue In some cases, if IPv6 is set to **On** in the network properties on the client PC, the server fails to respond to license list requests and the software does not find a license. ### Solution In the Windows network properties, turn off IPv6 (see [Assign an IP address to a port](https://help.vicon.com/space/Connect/1607823/Configuring+network+card+settings+in+Windows+11#Assign-an-IP-address-to-a-port)). This enables Vicon Product Licensing to display the license list and the Vicon software to find a license.  ## Dongle license not recognized in Vicon Product Licensing and Windows Device Manager ### Issue If you're using Windows 11 with a Sentinel  dongle driver that is earlier than 7.6.0, your dongle is not recognized, producing an error in Vicon Product Licensing and the Windows Device Manager. ### Solution Download the latest Sentinel dongle driver (7.6.0 or later) from the [Thales Support Portal](https://supportportal.thalesgroup.com/csm?id=kb_article_view&sys_kb_id=e88691ba37edcb08cc47261953990e80&sysparm_article=KB0016514) and install it. > Macro (scroll-pagebreak) ## Pre-9.8 Sentinel License Manager fails to display network licenses ### Issue If you uninstall the latest version (9.8) of the Sentinel RMS License Manager and install an older version, none of your previously available network licenses are displayed. ### Solution If you need to use an older version of Sentinel RMS License Manager: 1. Copy: *C:\Program Files (x86)\Common Files\Safenet\Sentinel RMS License Manager\WinNT\lservrc * to * C:\Program Files (x86)\Common Files\SafeNet Sentinel\Sentinel RMS License Manager\WinNT\lservrc * 2. Either reboot the machine or stop and then restart the Sentinel RMS License Manager service. > Macro (scroll-pagebreak) ## Vicon Product Licensing 1.6 or later fails to display earlier (pre-9.8) license server versions ### Issue If you're using Vicon Product Licensing version 1.6 or later, versions of the licensing toolkit (Safenet SDK) earlier than 9.8 are not displayed in the **Available servers **list or in the 9.8 version of the WlmAdmin utility. ### Solution To specify a license server on your network: 1. In **Vicon Product Licensing**, go to the **Product License Location** list (lower half of the dialog), right-click on the line that shows the relevant Vicon software license and then click **Set License Type**. 2. In the **Change License Server** dialog, select **Use a Specific Network License Server**, enter the name in the **License Server** field, and click **OK**. For more information, see [Set the license server](https://vicon-help.atlassian.net/wiki/spaces/Nexus220/pages/897712579). ## Multiple messages about lost/restored license displayed in Vicon Nexus Log ### Issue When you're using a version of Nexus later than 2.17, network licenses using a license server with a Sentinel RMS License Manager version that is earlier than 9.8 report license lost/restored messages in the Log. ### Solution Update your license servers to use Sentinel RMS License Manager 9.8 or later. > Macro (scroll-pagebreak) ## Network option not available in ‘Request a license’ dialog ### Issue After you have tried to install Vicon Product Licensing and Sentinel RMS License Manager, when you go to select the **Network license** option in the **Request a license** dialog in Vicon Product Licensing, the Network option is deactivated (gray) and unselectable, as shown in the following image. This indicates the **Sentinel RMS License Manager** service is not running or not installed. > ![License server unavailable in Vicon Product Licensing](media://00725f36-c6d5-49e9-bbcc-03b50a7af83c) > Macro (scroll-pagebreak) ### Solution The **Sentinel RMS License Manager** service may be unavailable for several reasons. Check the following suggestions and solutions: > Macro (toc) #### Sentinel RMS License Manager is missing or stopped in Windows Services - Check Windows Services to see if Sentinel RMS License Manager is missing, stopped or running. The following image shows the License Manager running in Windows Services: If Sentinel RMS License Manager is missing or stopped, install it or restart it. If it is running, check if the installer has failed to unblock port 5094 (and 5099). For network licenses to work, these ports must be unblocked on both the client and the server. If these ports are not unblocked, this may be due to: - The option to unblock the ports not having been selected during installation of the License Manager. In this case, rerun the installer and select the option to unblock the ports. - A User Account Control (UAC) issue during installation, a Group policy that blocks these ports, or firewalls between the server and client. To resolve these issues, contact your network administrator. > Macro (scroll-pagebreak) #### Vicon Product Licensing is installed but the Sentinel RMS License Manager service is missing on the server If Vicon Product Licensing has been installed but the service is missing on the server, there may be an issue with the installer loading the service. - To manually load the service, use the *loadls.exe *utility found in: *C:\Program Files (x86)\Common Files\SafeNet Sentinel\Sentinel RMS License Manager\WinNT*