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Hello Support Team and Community,

I'm a System Administrator. I'm reaching out for help with a licensing issue we've encountered with TimeXtender after updating our golden image.

 

Environment:

  • VMware Horizon: Version 2303
  • SCCM (System Center Configuration Manager): Version 2309
  • VDI Operating System: Windows 10 LTSC 1809
  • TimeXtender: Version 20.10.43.64

Problem Description: Following a significant update to our golden image, which included various software updates (except TimeXtender), the TimeXtender license is no longer recognized. This update was deployed following our standard procedure via SCCM, without any modification to the PowerShell script used for installing TimeXtender and deploying the Codeletter.xml license file.

Symptom: TimeXtender is requesting activation, whereas the license file, generated in October for our current version, should be valid and recognized automatically.

 

Questions for Support:

  1. License Management: Does TimeXtender use the "hardware ID" to generate the license file? This could explain why the license is not recognized following the creation of a new VM for the golden image.
  2. License Options: Is it possible to obtain a license that remains valid regardless of golden image updates or hardware changes? Are there different types of licenses that might be more suited to our environment and update methodologies?
  3. Problem Resolution: Do you have any recommendations, or are there specific troubleshooting steps we could follow to resolve this issue without introducing manual steps into our process, which is currently 100% automated?
  4. Logs and Diagnostics: Could you please inform us of the location of the TimeXtender logs that could help diagnose the license recognition problem?

Additional Context:

  • No similar issues have been encountered during previous updates of the golden image.
  • The management of TimeXtender licenses is handled by a separate department, with no recent changes in license management procedures.

We are looking for a solution that would allow us to continue to benefit from the flexibility and automation of our VDI environment, without compromising the functionality of our essential applications. We would appreciate any help or suggestions you could provide to resolve this issue efficiently.

 

Thank you for your support and looking forward to your insights.

Hi @it_lmep 

  1. If you use offline files they will expire every 180 days. So you will need to download a new offline file that can work for the following 180 days.
  2. This is because there needs to be an expire date, otherwise we could not control whether a  customer can use our program after their license have expired.
  3. Downloading a new one every half year, or making the servers visible to the internet would make the authentication automated. Normally the license file it is automatically refreshed every 30 days.
  4. All logging done about this part is saved to the event viewer, you should see the messages about this there.

Dear Support Team,

Thank you for your prompt response and the valuable information provided regarding the offline license file expiration policy. However, I believe there may have been a misunderstanding regarding our license type and setup. To clarify, we do not believe we are using an offline license for TimeXtender, as the same license update process applied to our Remote Desktop Services (RDS) has not encountered the same issue. The license file generated on October 31, 2023, remains functional on our RDS without any hardware changes, contrasting with the situation on our VDI environment where the license is no longer recognized post-update.

Given this, I'd like to seek further clarification on a few points:

  1. Could there be another reason why the license remains active on our RDS but not on our VDI, considering both should be operating under similar licensing conditions?
  2. Is there a possibility that the license issue on our VDI is not related to the offline file expiration but rather to how TimeXtender recognizes license validity on virtual desktop infrastructure, especially after significant system updates or hardware ID changes?
  3. Based on the above, could you advise on any specific steps we might take to ensure consistent license recognition across both RDS and VDI environments without the need for manual intervention, assuming our licenses are not offline but are facing an authentication or recognition issue after system updates?

We aim to maintain a seamless and automated update process across our systems, and understanding the nuances of how TimeXtender's licensing works in our environment is crucial to achieving this goal.

Thank you for your time and assistance on this matter. We look forward to your guidance and any additional insights you may provide.

Best regards

Hi @it_lmep 

VDI is short for Virtual Desktop Infrastructure, right? 

I think VDI instances may need individual authentication. Likely every time it reconfigures.

How many people works on developing projects in TimeXtender?

Hi @Thomas Lind ,
Yes, VDI = Virtual Desktop Infrastructure.

This concerns +/- 200 VDIs,

Best Regards

So essentially what I think can happen, is that when they start TimeXtender on the instance it will ask them to apply the license code and after applying this it will work. It will do so until the instances are reconfigured, so possibly they need to authenticate it every time they start an instance.

If you have a server that is continuing to run it will likely not give any issues.

I am not entirely sure this is the case, as it did get to work before, b

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