Leica Software License Support: CLM and EID Problems

Leica laser scanning software is licensed with an Entitlement ID (EID) that you activate in the Client License Manager (CLM). These are the license problems our support team sees most, with the steps that fix them. Steps marked Confirmed fix solved the problem for a customer. Related: Leica software licensing explained. Back to the Leica Support Library.

Jump to a problem (17)Cyclone license on a company server: clients get 'Cannot find license server'CloudWorx (BricsCAD plugin) doesn't see its licenseSoftware says there's no license even though the license is hosted on this computerMove a Cyclone / Register 360 license to a new computerSeveral users share one floating license (Cyclone, Pointfuse)EID won't activate after the original computer crashedLicense expired or a new EID is delayed and you need to work nowTime-limited license stops working before its 7 days are upPurchased add-on (e.g. Publisher Pro / WORKFLOW, CloudWorx) isn't showing upCLM shows 'Host broken' or 'Fulfillment record is untrusted'CloudWorx for Revit says the license isn't valid (server license)How a floating license can be usedFind your EID (license number)Can't export LGS or RCP from Register 360 PLUS (license error)Move licenses to a new license serverDoes Cyclone software need the internet?EID says it's checked out by someone else
Try these first. Start with the basics for any Leica software or license problem: restart the software and the computer; update the software, the license manager (CLM), Windows and graphics drivers, and scanner firmware so versions match; check the project, temp and export drives have free space (about 1.5 times the project size, about 3 times for E57 export); and open CLM to confirm the right EID is active.

Cyclone license on a company server: clients get 'Cannot find license server'

Applies to: Cyclone, Leica CLM

  1. Install CLM on the server AND on each client PC.
  2. Clients need unrestricted network access to the server (VPN connections are known to fail).
  3. Confirm the CLM version and license type (floating server vs node-locked) Leica issued.
  4. If returning the license fails with 'Host broken', see RG-046.

CloudWorx (BricsCAD plugin) doesn't see its license

Applies to: CloudWorx

  1. In the license prompt, click Yes and set the license server to "@localhost".
  2. Make sure the latest CLM matches the latest CloudWorx plugin: uninstall CloudWorx (Add or Remove Programs), then install the latest CloudWorx plugin and latest CLM from MyWorld or Datum's software page.
  3. If BricsCAD was updated, remove and reinstall CloudWorx afterwards.
  4. Confirmed fixCheck the edition. A trial of CloudWorx Pro can work while the purchased standard CloudWorx for BricsCAD doesn't support that BricsCAD license (root cause found by Hexagon support).

Software says there's no license even though the license is hosted on this computer

Applies to: Leica CLM, TruView

  1. Confirmed fixRestart the computer.

Move a Cyclone / Register 360 license to a new computer

Applies to: Leica CLM, Cyclone

  1. On the old PC open CLM, select the active license, click the arrow, then Return.
  2. On the new PC install CLM, click Add, enter the EID, activate.
  3. Don't return and re-add licenses repeatedly: after about 5 returns the EID locks and Leica must reset it.
  4. If the CCP is out of date, the old software installers may no longer be available and the EID won't activate the new release. Renew the CCP (reactivation fee if lapsed more than 6 months) or keep using the old PC.

Several users share one floating license (Cyclone, Pointfuse)

Applies to: Leica CLM

  1. Install CLM and the floating EID on a server everyone can reach, then point each user's software at that server.
  2. Don't pass the license around by returning and re-adding it on each PC; that locks the EID after about 5 returns.

EID won't activate after the original computer crashed

Applies to: Leica CLM, CloudWorx

  1. Confirmed fixAsk Datum to reset the license in Leica's system, then re-enter the EID.
  2. Subscription EIDs can be logged into from different computers without a reset.

License expired or a new EID is delayed and you need to work now

Applies to: Leica software

  1. Confirmed fixDatum can get a short bridge license from Leica (10-day training/demo or 15-day EID) the same day.
  2. Time-limited licenses are sold by the week and start when the EID is entered, so weeks can be staggered.
  3. Allow 3-4 days (plan on a week) for Leica to issue new EIDs. For multiple users, order one line item per EID.

Time-limited license stops working before its 7 days are up

Applies to: Cyclone REGISTER 360 PLUS

  1. Confirmed fixUninstall and reinstall the software, then re-enter the EID.

Purchased add-on (e.g. Publisher Pro / WORKFLOW, CloudWorx) isn't showing up

Applies to: Leica CLM

  1. Confirmed fixAdd-ons are added to the existing EID; no new EID is sent. Return the license in CLM and add it back (or update the EID) so it pulls the new options.
  2. Confirmed fixClose and reopen Register 360 so the license syncs.

CLM shows 'Host broken' or 'Fulfillment record is untrusted'

Applies to: Leica CLM

  1. Cause: the PC's hardware, operating system or network setup changed enough that the license store no longer recognises it.
  2. Install CLM Tools 1.4 or later and run CLM Admin (C:\Program Files (x86)\Leica Geosystems\CLM-Administration\clmadminsvr.exe).
  3. Click 'View installed licenses' and write down every EID listed.
  4. Click 'Reset TS' and confirm. All licenses are removed from the PC.
  5. Re-activate each EID. Error 7288 (seat count exceeded) means Leica must issue a replacement or reset; contact Datum.

CloudWorx for Revit says the license isn't valid (server license)

Applies to: CloudWorx for Revit, Leica CLM

  1. Confirm the CloudWorx EID is on the license server.
  2. Ask IT whether the server was updated or restarted, and refresh the connection.
  3. Restart your PC to get a fresh connection to the server.
  4. If an older version works on another PC, install the latest CLM on the server AND the PC; new plugin versions need the newer CLM.

How a floating license can be used

Applies to: Leica CLM

  1. A floating EID can be hosted on one PC, or on a server that several PCs use one at a time.
  2. Server-hosted: you must stay connected to the server while using the software (VPN may not work).

Find your EID (license number)

Applies to: Leica CLM

  1. Confirmed fixSearch 'CLM' in Windows, open it, and read the EIDs listed.
  2. Or check MyWorld or the Cyclone Cloud account.

Can't export LGS or RCP from Register 360 PLUS (license error)

Applies to: Cyclone REGISTER 360 PLUS, Leica CLM

  1. Install the latest Register 360 PLUS and CLM.
  2. Restart the PC and the software.
  3. Confirmed fixMake sure the EID was added in CLM before importing; close and reopen Register 360 so the license syncs.
  4. Confirmed fixIf the license still shows plain Register 360, return it in CLM and add it back so it updates to PLUS (which includes LGS/RCP export).
  5. Confirmed fixIf the subscription is current, you only need to download the latest version, not buy a new license.

Move licenses to a new license server

Applies to: Leica CLM

  1. Return the licenses on the old server, then activate the same EIDs on the new server.
  2. If return errors, Datum gets Leica to reset the EIDs.
  3. Confirmed fixIf a PC is wiped without returning its license, the EID locks; Datum gets Leica to reset it (usually next day).

Does Cyclone software need the internet?

Applies to: Cyclone, Leica CLM

  1. Only to activate the EID. After activation the software runs locally without internet.

EID says it's checked out by someone else

Applies to: Leica CLM

  1. Confirmed fixLook up the EID in MyWorld to see which computer has it.
  2. Confirmed fixIf that computer is dead or unavailable, Datum gets Leica to reset the EID.
Still stuck? Datum Tech Solutions is a Leica Geosystems Authorized Service and Distribution Partner. Send us screenshots or photos, your software or instrument details and what you have tried, and we will work it through with you, and with Leica when a reset or repair is needed. Contact our team.