License server does not support this product (-18)

Symptom

Sometimes, when a user tries to access a floating license, the following error message is displayed in the License Check window.

Cause

The most common causes of this error are as follows:

• Not adding new license file to Innowera License Server.
• Not restarting Innowera License Server after adding new license file,
• Not restarting Innowera License Server after deleting old license file after adding a new license file.

Solution on the Server

1. Enure that all the relevant license files (.lic) are copied in the folder where Innowera License Server is running.
2. check for the MAC address of the computer running license server has been changed or otherwise as license files are locked to MAC address. If MAC address in license file mismatches with the actual MAC address of the computer on which license server is running, license server will not load that license file and you will face this error.
3. This error may also occur when the temporary license on Innowera License Server has expired.

Solution on the client side

1. Update the ProR.Lic on the client computer and ensure that it contains only the following line.

   SERVER <IPAddress> ANY <PortNumber>

   Replace <IPAddress> with the actual IP address and <PortNumber> with the assigned port number of Innowera License server.

2. If you are the administrator of the license server then, try restarting the license manager and then try to run Process Runneragain. If you do not administrate the license server, then contact your administrator to have the license server restarted.
3. Ask your license administrator to ensure that the Host ID or IP Address listed in the ProR.Lic file matches with the Host ID or IP Address in the SERVER line.

For further assistance, please create a support case on Salesforce. You can also send debuglog.log and licusage.log files. Generally, these files can be found where rlm.exe is running in the license server folder.