Q100724: How to generate debug logs for troubleshooting Login license issues

  1. The Foundry SANDBOX
  2. License Help
  3. Login-based Licensing

SUMMARY

If you are encountering any issues with your Individual or Teams Login licenses and cannot resolve the problem using the information in Licensing Online User Guide or the Support Portal Licensing Help section, then please generate debug logs by following the instructions below and send it to us on a support ticket.

 

MORE INFORMATION

The debug logs for Login licensing helps with troubleshooting licensing problems. These logs include lots of useful information about the licensing setup and errors such as:

  • Successful license activations
  • Communications with the website
  • Token file installation
  • Errors that occur during these processes

Please select your operating system below and follow the instructions to generate debug logs:

Windows
  1. Launch Command Prompt
     
  2. Run the following command to set the license debug environment variable:
    set FOUNDRY_LICENSE_DEBUG=1
     
  3. In the same prompt launch the software in question. Example using Nuke 16.0v4:
    "C:\Program Files\Nuke16.0v4\Nuke16.0.exe"

    NOTE: You will need to adjust the file path to match the software and version
     
  4. Attempt to license the application or use the application until the issue occurs
     
  5. Send the log files that are generated in the following directory, where <USERNAME> is the current active user:
    C:\Users\<USERNAME>\AppData\Local\Foundry\Logs 
     
MacOS
  1. Launch Terminal
     
  2. Run the following command to set the license debug environment variable:
    export FOUNDRY_LICENSE_DEBUG=1
     
  3. In the same Terminal console launch the application in question, for example Nuke 16.0v4:
    "/Applications/Nuke16.0v4/Nuke16.0v4.app/Contents/MacOS/Nuke16.0" 

    NOTE: You will need to adjust the file path to match the software and version
     
  4. Attempt to license the application or use the application until the issue occurs
     
  5. Send the log files that are generated in the following directory, where <USERNAME> is the current active user:
    /Users/<USERNAME>/Library/Application Support/Foundry/Logs
     
Linux
  1. Launch Terminal
     
  2. Run the following command to set the license debug environment variable:
    export FOUNDRY_LICENSE_DEBUG=1
  3. In the same prompt launch the application in question, for example Nuke 16.0v4:
    “/usr/local/Nuke16.0v4/Nuke16.0”

    NOTE: You will need to adjust the file path to match the software and version
     
  4. Attempt to license the software or use the software until the issue occurs
     
  5. Send the log files that are generated in the following directory:
    $HOME/.local/share/Foundry/Logs 



FURTHER HELP

If you're encountering Login license issues and have not yet already created one, please create a support ticket to let us know the exact issue encountered and the troubleshooting steps that have been taken, and include the debug logs from the steps above.

For more information on how to open a support request, please refer to this article: Q100064: How to raise a support ticket

 

FURTHER READING

For more information about licensing please see the Foundry Licensing Online Help

Related Knowledge Base articles for troubleshooting and understanding licenses can be found here:

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