Installation Troubleshooting

Please find below information to help you troubleshoot installation and activation of a fixed-node license.

If you are troubleshooting a floating license, please visit our separate floating license installation page and troubleshooting guide.

Resolutions to common issues

  • Activation failed – Fulfill count exceeded the available seat count
    Please deactivate from the computer currently running GWB to free up a copy for the new computer.
  • If you see an error message with “Fullfill count exceeded the available seat count”

    you'll need to deactivate the software from the computer on which it is curently running.

       Uninstalling the software does not deactivate your license. If the software has been uninstalled from the old machine, you need to reinstall in order to deactivate.

       Upgrading or renewing your subscription? Be sure to activate on the same machine running the previous license. If the previous license is installed on a different computer, you need to deactivate from the old computer and activate on the new machine, either before or after applying the upgrade.

    If the old computer is no longer accessible, please contact GWB support.

  • Activation/Deactivation failed – flxActTransactionSend failed 51412 (or 51306)
    Commonly a problem with a virtual machine that requires assistance from GWB support.
  • Please contact GWB support. Indicate whether you are using a virtual machine (e.g. Parallels).

  • Deactivation failed – Return limit reached
    The license has been moved too many times in the past year and requires a reset from GWB support.
  • A fixed-node license can be moved a limited number of times per year to cover maintenance needs before requiring a reset from GWB support. If you need to share the software with multiple users, please consider obtaining an additional software copy or upgrading to a network floating license for your workgroup or organization.

    Contact GWB support for help. Please provide the activation code for your license in the email.

  • Deactivation failed – 9999; Error processing the request
    Please activate and then deactivate with a special code, then deactivate your license.
  • If you encounter the error

    please activate using the code below

    tsfix

    then deactivate that same code. Once this is done, you should be able to deactivate your license.

    If you still can't deactivate, please contact GWB support.

  • Connection failed
    Check internet connectivity, temporarily disable firewalls or antivirus software, if any, and try again.
  • If your computer is not connected to the internet, please follow the procedure for offline activation and deactivation. Please note that offline activation is not available for GWB Community Edition.

    If your computer is connected to the internet, the software cannot connect to the license server and you will need to temporarily bypass whatever is blocking network access. You can try disabling your firewalls on your computer. This may look different on your machine.

    One disabled, try again to activate or deactivate.

  • License needs repair
    Try the repair option in the GWB Activation Utility.
  • Try repairing the license in the GWB Activation Utility. Select the license so that it is highlighted and then select Repair.

    If repair is unsuccessful, and you receive error 9999; Error processing the request, please proceed to the next bullet point.

    Otherwise, contact GWB support for help.

  • Repair failed – 9999; Error processing the request
    Please activate and then deactivate with a special code, then repair your license.
  • If you encounter the error

    please activate using the code below

    tsfix

    then deactivate that same code. Once this is done, you should be able to repair your license.

    If license repair is still unsuccesful, please contact GWB support.

  • Software is activated but the apps are grayed out on dashboard
    Check to see if the installed version of the software is appropriate for the license.
  • If you have a GWB12 license but GWB 2021 is installed, you will need to reinstall GWB12 or obtain a GWB 2021 license.

    If the installed version is appropriate for the license, please proceed to our sequence of general tips at the bottom of this page.

    If only React, Phase2, P2plot, X1t, X2t, and Xtplot are grayed out, and you are upgrading from GWB Community Edition, please proceed to the next bullet point.

  • Unable to run application – Could not find REACT.exe (or Phase2, ...). Please reinstall the software.
    Please run the installer for your paid version of the GWB software.
  • The GWB Community Edition installer does not include plug-in capabilities or the React, Phase2, P2plot, X1t, X2t, or Xtplot apps. If you install GWB Community then subsequently license and activate a paid version of the software, you will need to install the full version using the link provided to you. There is no need to uninstall GWB Community Edition—the other versions install over it.

  • GSS font missing
    Download and install the GWB TrueType font directly on your machine.
  • The GWB uses its own TrueType font of special symbols to mark data points on the diagrams it produces. The error message below indicates that the font was not succesfully installed with the rest of the software.

    Download the TrueType font “gwbsymbolext.ttf”, then double-click on the file to open.

    Select Install and close the dialog when completed. Launch GSS from the GWB dashboard to verify that the warning no longer appears.

  • Program can’t start because VCRUNTIME140.dll is missing
    Try reinstalling the software "as administrator" or download and install Visual C++ redistributable.
  • Try reinstalling the program to fix this problem. The program can’t find the Microsoft Visual C++ redistributable. Please try running the GWB installer "as administrator". Or, try temporarily, disabling antivirus software while you run the installer. If you're still having trouble, you can download and install (as administrator) the redistributables directly. Please download the appropriate 64-bit or 32-bit installer for your machine.

  • Error: fnpActSvcInstallWin failed with code=1007 (or 1002)
    Launch the GWB dashboard "as administrator".
  • Please right click on workbench.exe and select "Run as administrator". The normal installer is unable to install the updated Flexlm service, but running the dashboard as administrator should allow it to install.

  • Error: fnpActSvcInstallWin failed with code=1001
    Please restart the computer.
  • Can't install GWB on macOS
    Please see our tips for Mac users.

General tips for unresolved issues

If you don't see a resolution to your problem, please try the following:

  • Restart computer
  • Reinstall the software
  • Reinstall the software as an administrator (right-click on installer "Run as administrator")
  • Run the software as an administrator (right-click on dashboard or GWB app "Run as administrator")
  • Temporarily disable antivirus software, if any
  • Temporarily disable firewall, if any

Further support

If you continue to have difficulty installing your software after following the instructions on this page, please contact GWB Support. Be sure to include with your message a description of your problem and screenshots of any error messages you receive.