Licensing issues

LeifHagen

We have multiple users in our organization that are experiencing trouble with Office license. Any other that are having trouble? @Solibrians

Patrick

Having some issues as well, but it doesn’t seem to affect everyone.

Matti

Hi @LeifHagen @Patrick — thank you for raising this.

We’re aware of reports of Solibri Office licensing problems affecting some users and organizations, while others appear unaffected. That pattern matches what we’re seeing on our side as well, and we’re actively investigating with our licensing team.

To help us narrow this down, it would be useful if affected users could share:

Exact error message shown at startup or during license checkout (a screenshot helps)
Solibri Desktop version
Whether the issue happens every time or only sometimes
Whether the user is on a borrowed/offline license or standard online checkout
If possible, affected users can also send details to [email protected] and reference this thread so we can correlate reports.

We’ll update here once we know more.

Thanks for your patience while we look into this.

Patrick

@Matti

Happens every time I try to launch.
Version 26.4.1.108

Matti

@Patrick try delete .solibri folder in your home directory and start Solibri again. Also send the contents of the log
“C:\Program Files\Solibri\SOLIBRI-26.4.1\log\runtime.log” to [email protected] or private message to me in society.solibri.com

Matti

@Patrick Try adding this line to “C:\Program Files\Solibri\SOLIBRI-26.4.1\Solibri.vmoptions”
-Djavax.net.ssl.trustStoreType=WINDOWS-ROOT

Patrick

Tried all of the above, didn’t work, BUT now it started working again.

Patrick

And then it stopped again.

LeifHagen

Most of our users are on version 25.12.0.84, we have tried the steps as described without success. We get the same error message as Patrick. For me it happens every time, other users sometimes get a license. All our users are on standard online license. Have already shared logfiles with support.

LeifHagen

Any updates regarding this issue? @Solibrians

Patrick

Still here. Was mostly gone Friday, but appeared again today.

fmohus

Same error message here - Solibri Office 26.4.1.108. Persistent error, have tried uninstall and reinstall, same problem. Runtime log attached.

runtime.log

Matti

Could you test that you are able to load following certs:

https://api.solibri.com/cert
should give a page: MIIHBjCCBO6gAwIBAgIQD8dHLMPmUhK…

http://cacerts.digicert.com/GandiCert.crt (copy url to browser)
should download a crt file size around 2KB

fmohus

The first one returns a result as you indicate: MIIHBjCCBO6gAwIBAgIQD8dHLMPmUhKWlpzoDn25RDANBgkqhkiG9w0BAQsFA… etc…

The second one doesn’t return anything - just gives a timeout.

Matti

Try copy the second URL to browser

fmohus

Yep, 2kB file.

SigneLaksaa

@Matti - How’s it going with the investigation? We have a lot of people both in COWI and Multiconsult struggeling to open Solibri Office.

tonigyllenberg

@SigneLaksaa said in Licensing issues:

@Matti - How’s it going with the investigation? We have a lot of people both in COWI and Multiconsult struggeling to open Solibri Office.

We are investigating as we speak. Currently this seems to be very focused in Norway. We’ll report back here as soon as we have more information to share.

tonigyllenberg

Is there anyone here currently who would be able to connect with us in a call to help investigate directly while logging in?

SigneLaksaa

@tonigyllenberg you can call [email protected]