Launching SBM System Administrator or SBM Login Screen give error "InitExtension Failed" "License Server XXXX could not be contacted"

ID:    S127433
Published:    01 February 2006
Updated:    23 September 2015

Operating System(s)

  • All Windows


  • Licensing
  • SBM
  • TeamTrack


 This error indicates that the SBM could not communicate with the Serena License Manager process.


There are several causes of this problem. The following are items to check. One of these should point out the problem.

USE CASE 1: Host name is invalid

  • In SBM System Administrator, go under Options> License Options. Verify that the Host Name is the name or IP address of the machine where the License Manager is installed.
  • In SBM Configurator, on the Licensing screen, the host name is also displayed

USE CASE 2: Serena License Manager is not running or is not listening for activity 

  • On the Serena License Manager machine, in Control Panel> Administrative Tools> Services, verify that the Serena License Server service is running. If the service is running, try stopping and restarting the service.
  • Check the log file (by default, located in C:\Program Files\Serena\License Manager\Serena License Server.log) for messages.


USE CASE 3: Invalid or Expired license key was loaded

  • On the License Manager machine, edit the serena.lic file (by default, located in C:\Program Files\Serena\License Manager). Depending on your key, you may notice a date within the key. If the key has expired, you will get the error above. You will need to talk to your sales rep for an extended key.
  • On the Serena License Manager machine, edit the serena.lic file (by default, located in C:\Program Files\Serena\License Manager). The first line should be in the form:
          SERVER ServerName HostID
    ServerName should be the host name or IP address of the machine where License Manager is installed, or the value "this_host". HostID should be the HostID of the machine where License Manager is installed. Depending on the operating system being used, this is either the MAC address of one of its network cards, or the hardware ID of the system board. If either the ServerName or HostID are incorrect, this license file is invalid.

    Although you can change the ServerName value to match the server's name (or change it to "this_host"), you CANNOT just change the HostID value. The HostID is encoded in each key, and by changing the value on the SERVER line you will invalidate the keys in the file. Based on your knowledge of your environment, you will need to decide what to do next. For example, if License Manager was recently moved to a new server, you will need to rehost the license keys (see KB S139654). If you are not sure what do to next, contact Serena Support.

USE CASE 4: SBM cannot communicate with the License Manager server

  • From the SBM web server machine, verify that you can ping the License Manager server using the same host name or IP address found earlier.
  • If your SLM Server is not located in the same data center as your SBM server, check KB S137310

Additional Troubleshooting:

  • Restart IIS (or the Broker Server, if it is being used instead).
  • Reboot the server/servers where SBM and the License Manager are installed.
  • Follow the steps in KB S128639 which talks about running chklic and gathering license server log files. 
    Note: If the steps above do not resolve the issue, please contact Serena Support and supply the results from the chklic output from the step above.


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