10. License and support
10.1 Checking the license
You can check the license holder name and expiry date in the [About] dialog (2.5).
10.2 When license authentication fails
If license authentication at startup fails, a message appropriate to the cause is shown in the task pane.
When the license server cannot be reached
A warning (yellow) banner shows "Cannot reach the license server. Check your network connection and try again. If the problem persists, contact support." Check your network connection and try starting again after a while.
When there is a server response error
An error (red) display shows "License server returned an error response (HTTP nnn). Please wait a moment and try again." Wait a while and try again.
When the license verification result is an error
A message specific to the license server's response code is shown. At the end of the message, the response code (e.g., "(NG05)") is noted for support.
| Response code | Meaning | Response |
|---|---|---|
| NG04 | Your license has expired. | Ask your administrator to renew the license. |
| NG05 | The license seat limit has been reached. | Wait for a seat to free up, or contact your administrator. |
| NG01 | The license authentication parameters are invalid. | Contact your administrator or support. |
| NG02 | Authentication error (the authentication code does not exist). | Contact your administrator or support. |
| NG03 | Authentication error (the authentication code is invalid). | Contact your administrator or support. |
| NG06 | Invalid user. | Contact your administrator. |
| NG99 and others | An unexpected error. | Contact support with the response code. |
When no license is configured
An error (red) display guides you to check the manifest's startup parameter (the license key) and the user identification settings. Confirm that you are using the manifest officially distributed by your administrator.
10.3 When the startup configuration has a problem
If there is a problem with the startup configuration (the manifest's startup parameters), the "Startup configuration is invalid" screen is shown. Confirm that you are using the manifest officially distributed by your administrator. If the problem persists, contact support.
10.4 Contacting support
When you contact support, please also provide the following information (which you can check in the [About] dialog):
- The version, build date, and commit identifier
- The message shown (the response code, in the case of a license error)
- The situation and the steps to reproduce
For the support contact, see the support URL in the [About] dialog.