Help! I have a problem with my licence!
  • 10 Oct 2022
  • 3 Minutes to read
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Help! I have a problem with my licence!

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Is it * definitely * a licensing issue?

If you are in doubt whether the issue you are experiencing is licence related, it is easy to confirm. In the majority of cases, there will be a message (error/warning) clearly stating that there is an issue with your licence and you need to contact us. The locations of these messages vary.

  • User interface - a pop-up window details the licence problem.
  • Running a simulation via the UI - the simulation window contains a log of all the messages from the engines.
  • 1D river engine - the messages are in files with extension lf1 and/or zzd.
  • 2D engine - the messages are in files with extension lf2 and/or log.
  • 1D urban engine - the messages are in a file with extension rpt.
  • TUFLOW - the messages are in a file with extension tlf.

Is it a problem with all models?

If you are unable to view or run particular models, check the number of nodes/cells. You may need an add-on or a different edition of the software. To check what functionality is available with your licence, please follow the instructions in Is my licence sufficient?

Is your licence up to date?

Your licence needs to be updated annually, or whenever you purchase additional products. A common issue is trying to run a new version of the software without updating the licence container (USB dongle or software lock). To update your licence, please contact us at support@floodmodeller.com.

If your answer was ‘yes’ to all of the above...

My licence is a USB dongle licence (standalone):

  1. The USB dongle is not recognised. You may try to resolve this by following the instructions in Is my dongle working? 
  2. You have reached the limit of available concurrent instances of Flood Modeller. The details of how many instances are available through your licence are explained in How does my Flood Modeller licence work? For further instances, you may need to purchase additional licences. Please contact us at sales@floodmodeller.com.

My licence is a software lock licence (standalone):

  1. The software lock has been deactivated/broken. Confirm the status by following the instructions in Is my software lock working? You may send us a request to reactivate the licence by following the instructions on the page Create a container context file. Please note that this may incur additional costs to you (depending on the reason of deactivation).
  2. You have reached the limit of available concurrent instances of Flood Modeller. The details of how many instances are available through your licence are explained in How does my Flood Modeller licence work? For further instances, you may need to purchase additional licences. Please contact us at sales@floodmodeller.com.

My licence is a software lock licence (network):

  1. The software lock has been deactivated/broken. Confirm the status by following the instructions in Is my software lock working? You may send us a request to reactivate the licence by following the instructions on the page Create a container context file. Please note that this may incur additional costs to you (depending on the reason of deactivation).
  2. You have reached the limit of available concurrent instances of Flood Modeller. The details of how many instances are available through your licence are explained in How does my Flood Modeller licence work? For further instances, you may need to purchase additional licences. Please contact us at sales@floodmodeller.com.
  3. You are unable to pick up the licence from network. Assuming you are connected to your company’s intranet and this is not due to internal IT issues, it may be that the licence server and/or modelling machine(s) are not configured correctly. To confirm the licence server is configured correctly, please follow the instructions on the page Network Licence Admin Guide (you may need to contact your IT department for this).

My licence is a USB dongle licence (network):

  1. The USB dongle is not recognised. You may try to resolve this by following the instructions in Is my dongle working?
  2. You have reached the limit of available concurrent instances of Flood Modeller. The details of how many instances are available through your licence are explained in How does my Flood Modeller licence work? For further instances, you may need to purchase additional licences. Please contact us at sales@floodmodeller.com.
  3. You are unable to pick up the licence from network. Assuming you are connected to your company’s intranet and this is not due to internal IT issues, it may be that the licence server and/or modelling machine(s) are not configured correctly. To confirm the licence server is configured correctly, please follow the instructions on the page Network Licence Admin Guide (you may need to contact your IT department for this).

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