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CS Connect

Troubleshoot CS Professional Suite license application process stuck in a loop

When you install or update a CS Professional Suite program, or if you change your licenses and need to redownload them, you may experience the following problems:
  • A message that the licenses were successfully installed, but the license process starts over from the beginning.
  • The applying licenses window appears to freeze or never finishes.
If this happens, try the following steps to help troubleshoot.

Run as administrator

  1. Right-click the program icon.
    • Select
      Run as administrator
      .
    • If
      Run as administrator
       isn't an option, select
      Properties
      , then the
      Advanced
       tab, and mark
      Run as administrator
      .
  2. Open the program and try to download the licenses again.

Delete previously installed licenses

  1. Open the program and select
    Help
    ,
    About
    , then
    Download Licenses
    .
  2. Mark the checkbox to
    Delete all previous installed licenses
    .
  3. Continue with the license installation process.
note
This option isn't available for every CS Professional Suite program.

Use Task Manager

  1. Open Windows Task Manager.
  2. Select the
    Processes
     tab and stop all setup.exe processes.
  3. Open the program and try to download the licenses again.

Apply manually

You can manually apply licenses by copying license files from the
Tools
 folder to the
Licenses
 folder. Go to the following locations for each application. FileCabinet CS licenses are updated and included with the following product licenses.
  • UltraTax CS: X:\WinCSI\Tools\UTLICYY\Licenses (YY is the year of UltraTax CS you are updating)
  • Practice CS: X:\WinCSI\Tools\PracticeCSLic\Licenses
  • Accounting CS and Workpapers CS: X:\WinCSI\Accounting CS\updates\l<FirmID>.zip\always\licenses
    note
    Rename the l<FirmID>.
    zpd
     file extension to l<FirmID>.
    zip
     in order to access the folders within it (<FirmID> is the Firm ID the product is licensed to).
  • Fixed Assets CS: X:\WinCSI\DSW\updates\l<FirmID>.zip\always\licenses
    note
    Rename the l<FirmID>.
    zpd
     file extension to l<FirmID>.
    zip
     in order to access the folders within it (where <FirmID> is the Firm ID the product is licensed to).
  • ToolBox CS: X:\WinCSI\Tools\ToolBoxCSLic\Licenses
  • Creative Solutions Accounting: X:\WinCSI\Tools\CSALic\Licenses
After you go to the location for the product, follow these steps:
  1. Select
    Edit
    ,
    Select All
    , then
    Edit
    ,
    Copy
    .
  2. Go
    X:\WinCSI\Licenses directory
     and select
    Edit
    , then
    Paste
    .
    note
    For UltraTax CS 2014 and newer, paste the licenses into the
    X:\WinCSI\Licenses\UTYY
     folder.
note
If the UTLICYY, CSALic, PracticeCSLic or the ToolBoxCSLic directory doesn't exist, contact product support.

Internal use only

  • Support: Be sure and verify their licenses is EMS. You'll want to make sure the license is current for the application they are trying to apply. Licenses with NLU (No Longer Using) or expired will not apply. Also, if a note appears in Flash of "AR hold" (we should not be supporting them with an AR hold), their licenses will not apply.
  • Our user may experience a "
    license loop
    " after applying the license via CS Connect if the Creative Solutions Registry (
    32-bit:
    HKEY_LOCAL_MACHINE/SOFTWARE/Creative Solutions/CSI Tools/AppPath or 64-bit: HKEY_LOCAL_MACHINE/SOFTWARE/Wow6432Node/Creative Solutions/CSI Tools/Installation
    ) is not pointing to a proper application installation path (WinCSI). You can adjust/correct this registry key either by accessing the
    RegEditor
     and correcting the
    AppPath
     value to point to X:\WinCSI, where X is the proper network/local drive where CS Applications are installed, or simply run a
    desktop setup
     for the application in question from X:\WinCSI\[application]\Desktop\Setup.exe, where X is the proper network/local drive the application resides on. Either solution should update the
    HKEY_LOCAL_MACHINE/SOFTWARE/Creative Solutions/CSI Tools/AppPath (for 32-bit machines) or HKEY_LOCAL_MACHINE/SOFTWARE/Wow6432Node/Creative Solutions/CSI Tools/Installation (for 64-Bit machines)
     and allow the licenses to be properly applied your next time. If the AppPath value is not updating or you are unable to change it in the RegEditor, then that generally indicates lack of local administrative rights to the workstation the user is logged into. Have our user log out and log into windows with administrative credentials and perform the steps above again until it is successful.
  • If the
    CSI Tools
     registry key is pointing to the correct WinCSI installation path, but our user is still experiencing the "license loop," double check and run the
    setup.exe
     under
    \WinCSI\Tools\[ProgramLic folder]
    . For instance, for 2010 UltraTax CS, the location would be X:\WinCSI\UT10\Lic\setup.exe. Note that in the same folder you should expect to see another folder called
    Licenses
     with all user license files. If no files exist in the
    Licenses
     folder, that usually means that the CS Connect license retrieval process has not copied those files and the process will fail. Check the CSI Tools registry again, redownload the licenses from CS Connect and try again.
  • Accounting CS, although rare, verify they have the LicensePath in their networkinstallation.ini file.
[appSettings]
LicensePath=..\Licenses\
  • If all the above steps fail, but our user is able to download the licenses via CS Connect, and they're just having trouble applying them, try the following (this is only to be performed if the setup.lic file emailed is blocked on user's end by their Email / Firewall).
    1. Access CS Connect and
      download the license
      .
    2. Once the licenses have been downloaded, do not install them as the process will most likely fail.
      Cancel out of CS Connect
       and close the application.
    3. Using
      Windows Explorer
      , navigate to
      X:\WinCSI\[application folder]\updates
      . For instance, for 2010 UltraTax CS, navigate to
      X:\WinCSI\UT10\Updates
      .
    4. Locate the license file you just previously downloaded using CS Connect - it will be called IfirmID.zpd. For instance
      I199910.zpd.
    5. Rename
       the ZPD extension to ZIP.
    6. Extract
       the IfirmID.ZIP anywhere to our user's hard drive (e.g. Desktop).
    7. Inside the extracted folder (the folder on the Desktop will be named
      always)
      , you will see a Licenses folder with the content of all licenses.
    8. Copy
       the content of \always\Licenses into \WinCSI\Licenses.
    9. Open
       the CS Application to confirm the process was successful.

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