If the issue persists...

If your license activation issue persists even after you complete these described solutions, please follow the suggestions below.

Clear license information from your computer and retry

  1. Stop the Loftware Cloud Proxy Service.

  2. Delete the Loftware license file. Go to %PROGRAMDATA%\Loftware\Loftware and delete License.db.

  3. Modify the product configuration file. Go to %PROGRAMDATA%\Loftware\Loftware and open product.config in any text editor.

  4. Delete the following XML nodes including their content:

    <Activation>...</Activation>
    <LmsCloud>... </LmsCloud>
    <ControlCenter>... </ControlCenter>

  5. Start the Loftware Cloud Proxy Service.

Your license information is removed. Retry activating your license.

Send trace log files to Loftware support team

If your troubleshooting is unsuccessful, send your Loftware trace log files to Loftware support. Your trace log files include essential details that help us find solutions to your problems.

To collect your trace log files, run Loftware in tracing mode:

[Tip] Tip

Disable tracing mode after you resolve the issue. Tracing mode slows down processing on your computer. Enable this mode only when Loftware technical support is working with you on troubleshooting.

  1. Close your Loftware applications.

  2. Open Services on your computer and stop:

    • Loftware Cloud Proxy Service

    • LoftwareAutomation Service (if you are using Automation)

  3. Navigate to the System folder:%PROGRAMDATA%\Loftware\Loftware

  4. Make a backup copy of your product.config file.

  5. Open the product.config file in a text editor. The file has an XML structure.

  6. Add the element Common/Diagnostics/Tracing/Enabled and assign value True.

    Example 2. Example 

    <?xml version="1.0" encoding="utf-8"?><configuration>    <Common>        <Diagnostics>            <Tracing>                <Enabled>True</Enabled>            </Tracing>        </Diagnostics>    </Common>...
</configuration>

  7. Start the Loftware Cloud Proxy Service.

  8. Start your Loftware application.

[Note] Note

After you save the product.config file, Loftware automatically applies the setting.

Your tracing files (*.LOG extension) appear in the %PROGRAMDATA%\Loftware\Loftware System folder.

After you reproduce the issue with enabled tracing, disable tracing in product.config file or restore your original product.config file.

            <Tracing>                <Enabled>False</Enabled>