Maya 2019 (& other 2019 products) licenses not working

[guillaumeboucher6709]

Hi, I work for a public school and I have been task with creating an SCCM deployment of the different Autodesk products such as Maya 2019, 3ds Max 2020, MotionBuilder 2019, etc. By the way, I do this each year. So, I'm not new to this. But this time no licenses for the 2019 & 2020 products work. But if I open a 2018 product everything works correctly. I tried a few things to correct the problem like updating the NLM application on our license server to 11.16.2.0. I also input new licenses in case my first licenses file is corrupt. But the problem is still present. When I launch Maya 2019, for example, the process maya.exe launch in memory, sometimes I can even see the splash screen, then it close automatically. In the logs file I can see that it close because I have no license available for Maya 2019 on the server!  But when I check I have something like 3000 licenses available! And yes, the server is responding correctly and it's a single flexlm server. I already open a case with Autodesk (case # 15413560). After a few days I didn't even received any news other than the case is indeed open. So, are we the only one with this problem?

Thanks in advance for the help!

Guillaume

[Stephen.Blair]

Could be a PIT file problem. Does the process find ProductInformation.pit?

There may be some log files written.

Use Process Monitor to check.

And if necessary, compare against a working system.

[Stephen.Blair]

Also, unless there's a denial in the server debug log, it's going to be something like the PIT file.

[Stephen.Blair]

Send me the Process Monitor log, and I'll check it out.

Also, check %TEMP% for any MayaCLM*.log or MayaADLM*.log and send the most recent.

[guillaumeboucher6709]

Hi Stephen, I just did a new test and the result was the same. Maya 2019 splash screen appears and close immediately.But I did find this error in the MayaCLM log file under the %TEMP% folder.

2019-06-14 11:15:00: ====== BEGIN MAYA CLM LICENSE DIAGNOSTICS (level 2) ======
2019-06-14 11:15:00: INFO: MAYA VERSION: Autodesk Maya 2019
2019-06-14 11:15:00: INFO: initialize: GetInstance (Success)
2019-06-14 11:15:00: INFO: CLIC Runtime Version: 7.1.4.0
2019-06-14 11:15:00: INFO: Clic API version in Maya: 7.1.4
2019-06-14 11:15:01: INFO: Just before initialize: ClicInitialize
2019-06-14 11:15:02: INFO: initialize: Initialize Status 0 (Success)
2019-06-14 11:15:02: INFO: initialize: RegisterLicenseEventHandler Status 0 (Success)
2019-06-14 11:15:02: INFO: initialize: RegisterLicenseEventHandler Status 0 (Success)
2019-06-14 11:15:02: INFO: doSetFeatureInfo: SetFeatureInfo (Key="_LOCALE", Value="en_US") Status 0 (Success)
2019-06-14 11:15:02: INFO: doSetFeatureInfo: SetFeatureInfo (Key="_LOG", Value="C:\Users\ADM-GB~1\AppData\Local\Temp/MayaADLM-14-06-2019.log") Status 0 (Success)
2019-06-14 11:15:02: INFO: doSetFeatureInfo: SetFeatureInfo (Key="_CASCADING", Value="1") Status 0 (Success)
2019-06-14 11:15:02: INFO: doSetFeatureInfo: SetFeatureInfo (Key="_DEF_PROD_KEY", Value="657K1") Status 0 (Success)
2019-06-14 11:15:02: INFO: doSetFeatureInfo: SetFeatureInfo (Key="_DEF_PROD_VER", Value="2019.0.0.F") Status 0 (Success)
2019-06-14 11:15:02: INFO: Just before checkoutLicense: GetFeatureAuthorization
2019-06-14 11:15:02: INFO: checkoutLicense: GetFeatureAuthorization Status 1 (Failure)
2019-06-14 11:15:02: ERROR: checkoutLicense: Failed to authorize license
2019-06-14 11:15:02: INFO: shutdown: normal exit

Thanks again for the help!

[Stephen.Blair]

Are there any logs in %LOCALAPPDATA%\Autodesk\Logs from that same time?

Can you try starting Maya from the command line?

set FLEXLM_BATCH=1

set FLEXLM_DIAGNOSTICS=3

"C:\Program Files\Autodesk\Maya2019\bin\maya.exe" -log %TEMP%\maya_2019_startup.log

[guillaumeboucher6709]

Are there any logs in %LOCALAPPDATA%\Autodesk\Logs from that same time? I only find the log "clm-14-06-2019.log". I also tried to launch Maya 2019 using the 3 commands you provided me and I didn't get the "maya_2019_startup.log" log file. Guillaume

[Stephen.Blair]

Can you get a Process Monitor log? 

At the very least, we'll make sure nothing obvious is missing

• Download Process Monitor and extract it to a folder
  https://technet.microsoft.com/en-us/sysinternals/processmonitor.aspx
• Start Process Monitor and start capturing events (CTRL+E or the magnifying glass icon)
• Start Maya
• After Maya doesn't start, go back to Process Monitor and stop capturing events
• Save the Process Monitor log to a .PML file
• Zip up the log and send it (you can DM me)
  

[guillaumeboucher6709]

Here's the log files you need.

Guillaume

[Stephen.Blair]

Hi Guillaume

The ProductInformation.pit file is indeed missing.

Do you use the thin client setup usually? I didn't see anything about that in the Process Monitor log.

[guillaumeboucher6709]

Hi Stephen, "Do you use the thin client setup usually?" Since I need to create a network deployment to silently install multiple applications, I use the "Create Deployment" function from the installer. And, under my account in the Autodesk web page, I generated my 3000 seats license file. I also check my license server to make sure that the 3000 seats license are visible and accessible. In fact, it's the same procedure I use each year. The only difference I can see is that with the 2018 launch, the PIT files are installing properly. But with the 2019 launch the PIT files are missing. So, it seems to be a problem on the client side. Or am I mistaking? Thanks again for the help! Guillaume

[Stephen.Blair · Accepted solution]

It looks like a problem with the deployment. Either the deployment is missing some files, or something's going wrong during the actual deployment.

I don't work with deployments much. If you can get Autodesk support involved, that should help.

[guillaumeboucher6709]

OK Thanks for the information. Have a good day! Guillaume