Troubleshooting

When I start Sequencher, why does it take a long time to start?

One reason this could happen is if you have switched from using a Sequencher KeyServer-based License Server to an RLM-based License Server and the Sassafras KeyAccess program still exists on your computer.  If you will be solely using an RLM-based License Server on your computer, uninstall the KeyAccess program.  This should result in a faster launch time.

I moved my Sequencher hardware key to a different computer but get the Sequencher License Manager dialog when I launch Sequencher. What’s wrong?

If you have Sequencher 5.2 or later and you received a license that is locked to the hardware key, you must also install the license file as well as move the key to the new computer.  For information on activating Sequencher using your license file, see the FAQ “How do I get a standalone license and how does it get installed?” If you have the original activation key, select the 'I have an activation key...', and follow through with the license installation. 

I run my KeyServer on Windows, but I am unable to log onto the Server from other clients. What do I do?

The firewall in Windows will not allow a remote client to log onto the server unless you open specific UDP ports. Below are two links which document how to get to the Windows Firewall administration panel and how to open ports. The two ports that need to be opened are UDP 19283 and UDP 19315.

http://www.microsoft.com/technet/community/columns/cableguy/cg0204.mspx

I run my RLM Server on Windows, but I am unable to log onto the Server from other clients. What do I do?

The firewall in Windows will not allow a remote client to log onto the server unless you open specific UDP ports.  The ports that need to be opened are UDP 5053, 5054, 50541.

When I launch Sequencher, why do I get the message ‘Sequencher could not obtain a valid license.‘?

You could get this message for a number of reasons.  The 2ndpart of the message will provide additional information on the particular cause, like ‘License has expired’, ‘Wrong host for license’, ‘Unlicensed platform’, etc.

I just got a new computer and now my license doesn't work, what can I do?

If you have a standalone license that was locked to your old computer, you’ll need to get a new license file that’s based on the machine configuration of your new computer.  Please contact Gene Codes Technical Support at support@genecodes.com for help with this.

When I click on the ‘ActivateMe@genecodes.com’ link, nothing happens. What should happen?

When you click on the link, an email client window should pop up with the To, Subject, and Body all filled in with information Gene Codes needs in order to create a software license for you.   You’ll need to have a default mail client set up on your computer with the “mailto” functionality enabled in order for this email process to work.  Once the email is generated as a result of clicking on the link, just send it on.

My license didn't arrive/I lost my license, can you send another?

Certainly, we’ll be glad to send you another copy of your original license file or help determine what happened to the file.  Simply contact Gene Codes Technical Support or your Sales representative and explain the situation.  We’ll take it from there.

When I start Sequencher 5.2 or later, I get a Sequencher License Manager dialog. Why?

You need a valid Sequencher license in order to launch Sequencher.  If you see this dialog, it could be due to one of the following reasons.

- No license exists in the expected location.  For information on activating Sequencher, see the FAQ “How do I get a standalone license and how does it get installed?

- The license is not compatible with the Sequencher product you are using.  For example, your current license has expired or is for a different version of Sequencher.

Why am I prompted for a password when I install Sequencher on my Macintosh?

The prompt is from your Macintosh operating system. When you install an application on OSX the operating system insures that you have administrative privileges by requiring a password.

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