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.

  • Activation/Deactivation failed – flxActTransactionSend failed 51412 (or 51306)
    Commonly a problem with a virtual machine that requires assistance from GWB support.

    • Please see the Further support section at the bottom of this page

  • 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.

  • 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.

  • 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.

  • 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.

  • 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 2023 is installed, you will need to reinstall GWB12 or obtain a GWB 2023 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.

  • ChemPlugin module is not found in Python
    Please confirm the correct version of Python installed. If the correct version of Python is installed, check your Path and PYTHONPATH environment variables are set correctly.

    • The embeddable version of Python and the distribution from the Microsoft Store are not meant for normal Python development and may encounter issues with user set environmental variables. Please download and install either “Windows installer (64-bit)” or “Windows installer (32-bit)” from Python's distribution page, whichever corresponds to your GWB installation.

    If the correct version is installed, verify that the user PATH and PYTHONPATH environment variables are set correctly. You can always rerun the original GWB or ChemPlugin SDK installer and check "Set user PATH and PYTHONPATH environmental variables" on the last step of your installation to automatically set paths.

    To check environmental variables are set correctly, open Control Panel, and choose “System and Security” followed by "System". Choose “Advanced system settings”, then click on “Environment Variables”. This will bring up all environment variables set on your machine. If you have ChemPlugin installed and activated via a GWB Professional subscription, your Path variable should be set to your GWB installation directory (e.g. “c:\Program Files\Gwb”). If you have the ChemPlugin SDK installed, your Path variable should point to your ChemPlugin directory (e.g. “c:\Program Files\ChemPlugin”). Your PYTHONPATH variable should point to the "src" subdirectory within your GWB or ChemPlugin directory. To check that the PATH Environment variables are set correctly, enter the following commands in Python's Command line: 

    import os,sys
print(sys.path)
    This should return the path to the src folder where the GWB or ChemPlugin is installed. It may look something like this C:\\Program Files\\Gwb\\src 
    print(os.listdir('C:\\Program Files\\Gwb\\Src'))
    The returned list should contain "ChemPlugin.py". 
    print(os.environ['GWB_BIN_PATH'])
    This should return the path of the GWB or ChemPlugin install folder. It may look something like this: C:\Program Files\Gwb 
    print(os.listdir(os.environ['GWB_BIN_PATH']))
    The returned list should contain "chemplugin.dll".

  • Symbol font is missing
    GSS and plotting apps (Act2, Tact, Gtplot, P2plot, and/or Xtplot) cannot find GWB symbol font. 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 or open plot file to verify that the warning no longer appears.

  • Cannot save or open files with non-ASCII characters in file name
    Change your Windows display language and computer system locale to the same language. Alternatively, try enabling Unicode UTF-8 for worldwide language support.

    • In your Windows menu, search and open the computer’s “Settings” application. In the Settings app, navigate to Time & Language > Language and Region. Take note of the “Windows display language” selected.

    Open “Administrative language settings”. In the Region dialog that launches, check that the language selected in the section “Current language for non-Unicode programs:” is the same as your display language. If the languages are different, change your locale language to match the display language and click “OK”. Once the change takes effect, you can try saving or opening your file again with non-ASCII characters.

    If it is not feasible to set your system locale language in sync with the display language, you may consider enabling Unicode UTF-8 for worldwide language support. To do so, return to the Region dialog, click on “Change system locales...” in the “Language for non-Unicode programs” section. In the “Region settings” dialog that opens, check the box next to “Beta: Use Unicode UTF-8 for worldwide language support” to enable it.

    Click “Ok” to exit. Once you have enabled this setting, you will need to restart your computer for the change to take effect.

  • 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, GWB Community users should post to the GWB Support Forum; paid users should contact GWB support. Be sure to include with your post or message a description of your problem and screenshots of any error messages you receive.

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