Unable to Retrieve Product Information, Please Contact Technical Support
Posted by Jason Poitras on 10 August 2007 03:22 PM
MicroSurvey License Manager and Firewalls
You run the MicroSurvey License Manager and get the following error: "Unable to retrieve product information, please contact Technical Support."‚ After you press OK, the License Manager doesn't display any information.
In most cases, firewalls on personal or server computers can cause issues when the License Manager tries to access the license server hosted at our corporate office.
1. In the vast majority of cases this problem is resolved by activating the key from a different computer which acesses the internet a different way. In most cases users will make arrangements to take the USB key home at night in order to do this, although accessing the internet from any computer outside of your office is all that is necessary. Please see "Method 2" described in this article for instructions.
2. If for some reason it is not possible to use Method 2, you may wish to reconfigure your firewall or internet security arrangements. This may require the services of the company IT staff or contact with your intenet service provider.
To correct the issue you have to give special permission to the License Manager software. Please consult with your Network Administrator, or refer to your firewall documentation on how to add program exceptions, or to check for blocked programs.
The firewall may need to be configured to allow the program called "LicenseManager.exe" access to the internet, over TCP Port 1433. Please refer to your manufacturer's instructions for configuring‚ your software firewall program, hardware firewall, or internet router.
The URL for the web location License Manager accesses is:
TCP Port 1433
Another step that can be tested is to temporarily disable any firewalls that you suspect could be blocking the License Manager.‚ You can disable the Windows‚ Firewall by following these steps:
Similarly, if you are on a small network you may be able to bypass your router by connecting the internet cable from your Cable or DSL modem directly into your computer's ethernet port.
Note: Turning off the firewall should be used at your own risk, and only if you understand the risks involved in turning it off.‚ If the License Manager is successful and the key is updated correctly, please remember to turn the Windows Firewall back on.‚ Once the key is activated, you don't require the License Manager to run your software.‚ It will only be used to update the key when new service packs, or new releases are available.
Other issues? Link directly to License Manager Troubleshooter.