Most error messages that end-users encounter with the software's network license need help from internal IT and cannot be resolved by OLI. This article provides IT administrators with steps to troubleshoot these issues. Please proceed with this troubleshooting guide before contacting OLI Support.
1. Ensure OLI Network License Server is Turned On
As the administrator, open the OLI Network License Server application on the server machine. If the "Start" option is available, click "Start."
If the server is confirmed to have started but the user is still unable to access the software, proceed with the subsequent steps.
2. Ping the Server from the Client
Ensure that the end user's machine is able to connect to the internal server hosting the OLI Network License Server.
To verify connectivity, open the Command Prompt in Windows and enter, "ping [IP_address_of_server]" (omitting the brackets).
If the connection is confirmed but the user is still unable to access the software, proceed with the subsequent steps.
3. Swap Hostname for IP Address or Vice Versa
Occasionally, utilizing the IP address instead of the hostname, or vice versa, can effectively resolve connection issues.
Within the software, instruct the user to select "Security Options" in the Security Error window.
Below the serial number input fields, access the dropdown menu located in the "Network License" section.
If the IP address is currently entered, attempt to enter the hostname. Conversely, if the hostname is causing the issue, try entering the IP address.
If this does not resolve the connection issue, please proceed to the final step.
4. Assign a Port
If the preceding three steps have not resolved the connection issue, it is strongly advised to open a port specifically designated for the OLI Network License Server. A comprehensive step-by-step guide is available here: OLI Network License Server - Opening a Port in Windows Defender Firewall
If the end user is still unable to connect to the software after this step, please submit a ticket to the OLI Support Center.