Question

Import Agent Won't Launch

Import Agent

Updated March 11, 2016

asked on March 9, 2016

We have a situation where we have migrated Import Agent to a new server however we are using the same host name. I get the following error each time -

"There was an error reading the license file. This program will exit. (Timeout)"

I've generated a new license file from the License manager as well as opened up the License Manager db and verified the hardware fingerprint is correct for this new server. I've attempted licensing Import Agent by host name, FQDN and IP all with no luck and the same hardware fingerprint is returned every time. Additionally I've uninstalled Import Agent completely, deleted all records from the registry and attempted to re-install. This server is isolated from the Licensing manager so the only way I can license it is through creating a new lf.licx for this server. The license is sent directly to this server and has not been modified in any way. The license is placed in C:\Program Files(x86)\LaserFiche\Import Agent\. There are no logs that I have found because Import Agent is never running to write to the log files.

Any ideas?

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Answer

APPROVED ANSWER

replied on March 11, 2016

A support case had been opened for this issue. The customer has a Rio system and the computer where Import Agent is installed is not able to connect to the License Manager server. Because of this, when Import Agent starts up, the license check will fail.

The solution was to move Import Agent to a server that can connect to the License Manager.

Note that this same requirement still exists when using the Laserfiche Directory Server.

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Replies

replied on March 9, 2016 • Show version history

looks like theres an issue with your licensing. Check your event viewer for more details.

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replied on March 9, 2016

By default Import Agent application writes to the Event Viewer application log , also the Log Level is set by default to High . Even if you were not able to launch the Import Agent application the logging should already be set. Review the Event Viewer logs files Application in particular look for errors or warnings around the time you try to launch Import Agent.

Try to launch Import Agent with option <Run as administrator>, check in Windows Task Manager >Process tab , it should display Import Agent Configuration Utility(32 bit). You can try also to launch Import Agent from windows Explorer ImportAgentConfig.exe

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replied on March 9, 2016

Thanks for the reply. I've done all of those things so far. I can attach the log to a case but it is quite literally 3 lines:

Service started

There was an error reading the license file. This program will exit. (Timeout)

Service shutdown

I was also sure to install as administrator and have logged into this server with the service account used for Import Agent and can access the license file as well.

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replied on March 9, 2016

Thank you for following the recommendations , since the Event Viewer log file does not provide much detail, please open a case through the support site , make sure to include the following information:

1. Version of Import Agent.

2. Copy of the license file lf.licx file from Import Agent install folder.

3. Run the tool showhwfp.exe which can be found in kb 1012618 from Import Agent machine and take a screen-print. attached this file to your case.

4. Check if you have more than one network card installed on the machine. Through command prompt run the command ipconfig /all > c:\inconfig.txt , submit the file to the case.

5. In case this is a Rio system, go to Laserfiche Directory Server Configuration page, go to Applications, select Import Agent and select the Instance associated to your server , then take a screen print (similar to the one below), if it is not a Rio system please skip this step.

5. Copy of application and system event logs files (unfiltered and in evtx format).

Import_Agent_instance_LFDS.png (29.91 KB)

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Import Agent Won't Launch

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