ACD/Labs: Application fails to start

Description

This article describes common reasons why ACD/Labs applications may fail to start and provides recommended troubleshooting steps.

• Expired or conflicting license keys remain in the License Server configuration.
• The license type or product assignment is incorrect in the License Server.
• The activation is still associated with a previous machine after an operating system upgrade, machine rename, or migration.
• License Server conflicts exist, such as multiple License Server installations using the same port, an incorrect or not accessible port is used, or mixed seat and named-user license types are present in one license server.
• An older Desktop client cannot connect to a newer License Server version.
• Web application services do not start automatically after a server reboot.
• Required integration components or dependencies, such as ChemStation DDE, are disabled or unavailable.

Solution

Use the following steps to identify and resolve the startup issue:

1. Confirm the type of failure: client installation in broadcast mode, client installation using a License Server, License Server startup failure, License Server configuration issues, web application startup failure, or integration-related startup issue.
2. For standalone or broadcast installations, remove expired or conflicting license keys, enter the current/new keys, and activate the license if required.
3. Verify that the correct product is licensed and assigned to the appropriate users or seats in the License Server.
4. If the software was moved to a new machine, or if the operating system was upgraded or the hostname changed, deactivate the license on the previous machine before activating it on the new or updated machine.
5. Review the License Server configuration. Any warning displayed in red at the top of the window usually provides helpful information about the issue.
6. Verify the License Server version and confirm that the installed Desktop client is compatible with it. If the client is older than the supported version or older than the license server version, install the latest Desktop client and test the application startup again.
7. For web applications, confirm that all required services are running after a server reboot and restart them if needed.
8. Check any required third-party integrations or dependencies and confirm they are enabled and functioning correctly.

If the issue remains unresolved, collect a detailed description of the problem, relevant screenshots, logs, license details, and environment information, then submit a request to Support.