An error was encountered while retrieving the software license information. Unable to communicate with the licenses service...

Symptoms

  • When attempting to log in to Vanguard V4 Client, get the following error:  An error was encountered while retrieving the software license information. Unable to communicate with the licenses service.  Please verify the "Sentinel RMS License Manager" Service is running on the server computer <Server computer IP>.  If a firewall is present, ensure that UDP port 5093 is allowed.
  • An error occurred while logging in. Please verify your account information and try again.

Environment

  • Attempting to log in to Vanguard V4 Professional Client after recently updating server(s) and client(s).

Cause

  • Unknown.

Resolution

  1. On the server computer:
    1. Open up the Firewall advanced settingsadvancedsettings.PNG
    2. Click Inbound Rules in the upper left corner in the Windows Firewall with Advanced Security windowadvancesecurity.PNG
    3. Double-click Sentinel RMS License Manager(s).  Then in the Properties dialog, click the advanced tab and add the Domain (and if necessary Public) rules(s).rules.PNG
    4. Click OK and attempt to login with the remote client.

KB ID: DD2686235


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