What Should I Find Out Before Requesting Technical Support on MATRIXx Licenses Issues?

Primary Software: MATRIXx
Primary Software Version: 7.0
Primary Software Fixed Version: N/A
Secondary Software: N/A

Problem: I am having problems using my MATRIXx licenses. What information should I find out before requesting technical support?

Solution:

What operating system are you using?
MATRIXx is supported on Windows and several versions of Unix. Important is also the version of the operating system.
What version of MATRIXx are you using?
Are you using node-locked or floating licenses?
Node-locked licenses can only be used on the machine where they are installed. They are only supported in Windows. Floating licenses are installed on a specific machine, but can be used from any machine on the network.
What is the hostid of your server (or computer in the case of node-locked licenses)?
Use lmhostid or one of the alternative methods described in the System Administrators Guide to find your hostid.
If you are using floating licenses, are you using redundant servers?
Did you successfully generate a license file?
If the license file was not successfully generated, note any errors that were reported. Also verify that the license.dat file was updated by checking its modified date.

For floating licenses:

Were you able to start the license server?
When using floating licenses, the license server must be running. Refer to the MATRIXx System Administrators Guide for your operating system.
What information is recorded in the debug.log file?
The debug.log file will contain useful information that will isolate what is causing the problem.
If the server started, what are the responses from lmstat -a and lmdiag?
If the server is started lmstat and lmdiag will return information about the status of the license server. Lmstat and lmdiag should be run both on the server and the client.
Are you able to use the licenses on the server? On a client?
If you are not able to use the licenses on a client, verify that you have a network connection by pinging the server from the client. Also verify that the license manager is running on the server. Also verify that you have a current copy of license.dat on the client.

Refer to the MATRIXx Web page linked below for contact information.

Related Links: Manuals: MATRIXx All Revisions

MATRIXx Wep page (www.ni.com/matrixx)

Attachments:

Report Date: 04/09/2003
Last Updated: 01/05/2005
Document ID: 2W88THOH