Ask5000 Technology HelpDesk

This error will occur when you have a corrupted file or drawing.

The Fix:

Disable the Most Recently Used Files list:

1. Start AutoCAD.
2. Click Tools menu > Options.
3. On the Open and Save tab, set the value of the Number of Most Recently Used Files to 0.
4. Verify that you can access the File menu without receiving an error.

• Significantly reduces campus software costs.
• Improves IT planning efficiency and software cost projections.
• Helps to maintain common software standards (current versions/upgrades) for widely used applications.
• Increases accuracy of license records (for planning, purchasing, evaluation and potential software audits).
• Helps to ensure that the campus is in compliance with software licensing terms.

Click here for a detailed example on how to use a KeyServed application

Online software tutorials are available for many campus applications at http://lynda.uwstout.edu/. You must be on campus in order to view this webpage.

Click on the following link:

KeyServer Statistics

Click on the following link for the list of software available.

KeyServed Software

KeyServed applications can be run from off campus as long as you have an active internet connection, for example DSL or broadband and you are connected to UW-Stout via VPN.

Note:  Dial-up is not a supported when using KeyServer applications off campus.  KeyServer software requires more network bandwidth and latency requirements than dial-up connections will provide.

Mobile internet providers that use your cell phone as a modem to dial-up to the internet are also not supported.  Modem dial-up services do not work at all on Macintosh computers when using the KeyServer system.

Reboot or restart your computer and launch KeyServer application again.  If  KeyServer does not prompt or fails to launch again please call or stop at the Ask5000 helpdesk for further assistance.

To request new software to be added to the Keyserver System please fill out the software request form and email it to keyserveradmin@uwstout.edu. Questions requarding this form can email the same account as well.

Keyserver Software Request Form

Students wanting to install KeyServed software can come to the ASK5000 Walk-up Helpdesk located in Millenium Hall.

NOTE: Students with Apples must come to Millenium Hall for new or updated KeyServer software installations.

Professors can contact Ask5000 and request KeyServed software be installed. Please call Ask5000 (x5000) or create self-service helpdesk ticket for the KeyServed software you would like installed.

SPSS has detected the computer's system date has been set back greater than 24 hours. If your system date is incorrect, please correct it and try again. If it is already correct and you are getting this error, please bring the computer to the ASK5000 desk located in Millenium Hall or call ASK5000.  ASK5000 will obtain a unique lock code id for your machine and provide it to SPSS Technical Support to reset your license.  

It usually takes less than 24 hours to receive a unlock code from SPSS.  Once codes are received from SPSS a ASK5000 technician will email you with directions on how to reset license.  The unlock codes expire in 48 hours so it is imperative that you complete the fix as soon as possible or come to the helpdesk if you need assitance.

NOTE: SPSS 18 is no longer supported.  Users should contact Ask5000 for upgrade.

1.  Make sure you are connected to VPN first.

2.  Click on system preferences either on dock or from Apple menu.

3.  Once the System Preferences window is open click on the KeyAcess icon

4. Change “Keyserver” in the KeyServer Address box to “Keyserver.uwstout.edu”

5.  Then click logon:  Put in username and password and click “OK”

6.  You may have to reboot machine for settings to take effect.

The license for Winest is an annual license that expires every year in September.  You will need to update the license on your machine by clicking on the following link:

Update Winest License

NOTE: Must be on campus network to update your license.

Graduate students currently do not have access to any UW-Stout campus applications maintained by Ask5000.  Graduate students can purchased discounted software from WISC software website at discounted prices.  Must be actively enrolled to qualify to purchase.

Right click on Autodesk Inventor Professional shortcut inthe programs menu and Run as Administrator.  Run as administrator only has to be done this one time.  Afer inventor.exe is registered the program will launch without messages.  Example below:

No, dial-up is not a supported when using KeyServer applications.  KeyServer software requires more network bandwidth and latency requirements than dial-up connections will provide.

Mobile internet providers that use your cell phone as a modem to dial-up to the internet are also not supported.  Modem dial-up services do not work at all on Macintosh computers when using the KeyServer system.

When launching a KeyServer-controlled program, KeyAccess tries to contact the KeyServer and obtain a license. If after many attempts the KeyServer does not answer these requests, KeyAccess will posts this message.  Confirm your computer is connected to the internet and if you are off campus that you are connected to UW-Stout's VPN. 

If you are online and, if necessary, connected to VPN and you still receive the KA-120 error then a reboot of your computer is the recommended course of action.  If after rebooting the KA-120 appears again, please contact or stop at the Ask5000 Helpdesk for assistance.

KeyServer is configured to ask for a valid UW-Stout email username and password.  The password typed in at the prompt is the wrong password. Make sure that the caps lock key is not engaged, and that the password is indeed correct.

This message indicates that the KeyServer address is incorrect or missing from the KeyAcess client.  To correct this on a Macintosh, click the Apple menu, choose System Preferences, and click on the KeyAccess icon.  Verify or correct the KeyServer Address like in the example below and click "Logon" and enter your UW-Stout username and password when prompted.

Unfortunately, there is no way to recover work when it is done in Demo mode.  Demo mode allows all features of Revit, but you cannot save, plot or export your project after changes are made.

Changing from Demo mode to edit mode:

1^st Method

Reboot computer and launch Revit again with an internet connection (If off campus you must also be connected to VPN).  This should take you out of Demo mode unless you have specifically put Revit on your computer in Demo mode.

2^nd Method

1.        First establish an internet connection (If off campus you must also be connected to VPN). 

2.       Open the Revit and login to KeyServer when prompted.

3.       When opening the Revit  a “Product and License Information” should pop-up (If it doesn’t go try the 1^st method or the 3^rd method)

4.       Change the radio button from “Demo/Viewer” to “Network” in the Network Server box make sure or type in the following: keyserver

5.       Click “Apply”

3^rd Method

1.        First establish an internet connection (If off campus you must also be connected to VPN). 

2.       Open the Revit and login to KeyServer when prompted.

3.       Navigate to the “Help” and click on it so the list drops down

4.       Toward the bottom of the list there should be a “Product and License Information…” link.  Click on it.

5.       The” Product and License Information” window should open.

6.       Change the radio button from “Demo/Viewer” to “Network” in the Network Server box make sure or type in the following: AutodeskLM.uwstout.edu

7.       Click “Apply”

NOTE: To avoid Demo mode make sure you are always online when using Revit.  Do not disconnect the internet or VPN (off campus users) when using Autodesk applications.

Your computer is not connected to the internet or you are off campus and not connected to UW-Stout's VPN which is required.  The KeyServer client is trying and failing to contact the UW-Stout KeyServer.   

Confirm your computer is connected to the internet and if off campus that you are connected to UW-Stout VPN.  If connection problems exist try rebooting your computer as it is the recommended first course of action.  If connection issues still exist after rebooting, please call or stop at Ask5000 for further assistance.

This message means that the KeyServer address information is incorrect or is missing from the KeyAcess client.  Click on the Start button, choose "Control Panel", and then select KeyAccess.  Verify or correct the KeyServer Address like in the example below and click "Logon" and enter your UW-Stout username and password when prompted.

When you get this warning, drag the entire After Effects preferences folder to the trash.  The preferences folder can be located at:

Macintosh HD

    Users

        Student (or whatever your username is to log on to your Mac)

            Library

                Adobe

                    After Effects

This error occurs when your SPSS license has not been activated or has expired.  UW-Stout no longer activates single user licenses of SPSS and have ceased supporting of older version of SPSS(12, 13,14, 15, 16, 17, and 18).  Please visit or call Ask5000 Helpdesk located in Millennium Hall to upgraded to the latest version of SPSS which is  a network version.

1. Open Microsoft Office Word 2007

2.  Click the Microsoft Office button (in the upper-left corner). Click the Word Options button. Choose Add-Ins in the list on the left side of the Options window. Choose Disabled Items in the Manage drop-down menu at the bottom of the Options window. Click Go.

3. Look in the Disabled Items list for Acrobat PDFMaker Office COM Add-In. If Acrobat PDFMaker Office COM Add-In is in the list, then select it, click enable, and then click close.  Then close and re-open the Office 2007 application.

**If Acrobat PDFMaker Office COM Add-In is not in the list please refer to the tech note found Adobe Support Website about PDFMaker missing in Office.  Follow the instruction to fix PDF and Office issues.

Technical Support is available for Qualtrics from the Budget, Planning and Analysis Office. This document describes the technical support available to Stout users of Qualtrics from the Applied Research Center in the Budget, Planning and Analysis office.

You are missing the KeyServer client which is required to run campus KeyServer programs. 

Reqesting installation of KeyServer client:

Facutlty/Staff: Please call the Ask5000 helpdesk and request installation of KeyServer client or create a Self-Service Helpdesk ticket requesting client.

Students:  Request installation at the Ask5000 Helpdesk located in Millennium Hall.

Setting up digital IDs and signatures in Reader or Acrobat

Acrobat: - Lynda Tutorials

Section 3: Editing PDF content

Digitally Signing PDF's

Reader: (If reader has extended rights on PDF document) -Lynda Tutorials

Section 16: Adobe Reader X and Acrobat.com 

Digitally Signing PDF's

Adobe online Tutorials

A Microsoft Add-in allows you to export and save to the PDF and XPS formats in eight 2007 Microsoft Office programs.  It also allows you to send as e-mail attachment in the PDF and XPS formats.

2007 Microsoft Office Add-in Download

SPSS user will see the following error when launching SPSS.:

UW-Stout no longer support single user activation.  Support for older versions that used the authorization method to update the SPSS license annualy are no longer supported.  SPSS 12, 13, 14, 15, 15, 16, 17 and 18 that used this method are no longer supported and can't be licensed anymore due to licensing.   Please contact the ASK5000 Helpdesk to setup a time to upgrade to the latest version of SPSS.

This message is caused by a change that Microsoft made to the Windows Security Center API.

The following software titles will not run until the License Manager Update Utility is run on Windows-based computers:

*Autodesk 2009, 2010 Applications - AutoCAD, Civil 3D, Inventor Pro, Revit Architectural, and Revit Structure.

*Maple 14(Network Version)

* MiniTab 16

*SPSS 18(PASW)

License Manager Update Utility - REQUIRES a UW-STOUT network connection.  Off-Campus REQUIRES the use of VPN to use the update utility.

Go to the following adobe webpage:

http://www.adobe.com/support/downloads/detail.jsp?ftpID=4612

Due to changes in licensing, UW-Stout will no longer be offering the ability to download and install Microsoft Office, antivirus and other campus owned software from our website. To have the newest software installed:

* Faculty and staff with campus-owned computers should contact Ask5000 to submit a request software.  The helpdesk will create a helpdesk ticket and a technician will contact you to schedule installation.  **Faculty/Staff can also log into Ask5000 helpdesk webpage and create a Self-Service helpdesk ticket requesting software. When helpdesk ticket is created a technician will contact you during business hours

* Students with leased laptops should visit the Ask5000 helpdesk in 109 Millennium Hall to have the latest software installed.

* Students, faculty, and staff with personally owned computers should visit the wisc software page to purchase software.

This error occurs becasue the computer is not connected to the campus network and must be connected in order to get a valid license to use the software. When computer is off-campus user must connect via VPN in order to get a valid license to use SPSS.

Sample Error Message:

The Maple 16 software requires activation.  To activate follow the steps below (More detailed instructions should be found in the Start Menu>Maple 16 program folder):

1.  Make sure you are online.

2. Go to the Start menu shortcut: (All) Programs>Maple 16>Tools>Activate Maple 16.

3.  Right-click on "Activate Maple 16" shortcut and select "Run as administrator"

4.  You will be prompted to enter your purchase code that was supplied to you in the email from the Ask5000 helpdesk, closing your helpdesk ticket for installing. Click Next.

5.  You will be prompted for additional information.  Please fill out the information that is required and click Next when complete.

If you experience difficulties with activation, contact ASK5000 or check Maple FAQs page at http://www.maplesoft.com/support/Faqs/Activation.

Below is a list of software that requires both internet and VPN to use off-campus. 

After Effects Professional

Adobe FrameMaker

Adobe Premiere

Macromedia Director

Maple (Network Version)

SPSS

AutoCad

Inventor Professional

Civil 3D

Revit Architecture

Revit Struture

MiniTab

ArcGIS

*Creative Suite

Acrobat Professional

Photoshop

Illustrator

InDesign

Flash Professional

Dreamweaver

Fireworks

Adobe no longer creates a version that will work on 64-Bit operating systems. If you would like to read more about this you can go to this link on Adobe's website.

Faculty and staff that would like to upgrade to the CS5.5 version of After Effects and Premiere Pro will have to upgrade their current operating system to Windows 7 64-Bit.  Please contact the Ask5000 for assistance in upgrading.

Students that have last years (HP 8440p) or 2009 model (6930p) can't upgrade to Afer Effects or Premiere Pro CS5.5 because licensing for those models does not allow UW-Stout to install the 64-Bit operating system.  Users can continue to use After Effects CS4 and Permiere Pro CS4.

Please contact the Ask5000 Helpdesk if you need further assistance.

**If  an error occurs when you are first launching Autocad, Revit Architecture, Revit Structure, Inventor, or Civil 3D you need to first you need to identify if you are connected to the internet and VPN if off-campus.  You NEED to be connected to the INTERNET and VPN if off-campus if you want to use campus Autodesk applications.

**If connection had been verfied errors are still occuring you next need to confirm that your Autodesk application is set to the right network server that gives licenses out to use campus Autodesk applications.

Check Network Server

To do this go open Revit Architecture application.   In the drop down menu go the Licensing--> then click Product and License Information.  The correct setting for Nework Server is AutodeskLM.uwstout.edu.  Should look like the following example:

Check Status for Errors:

If Network Server  is set correctly then take a closer look at the top box that states the current status of license.  If it shows an error 17 like the following you will have to follow the instructions below to fix all your autodesk applications.  This error will breaks all the Autodesk appplications that are installed on the computer.

The following process should help isolate or resolve this behavior:

You should now be able to launch Revit and all the other autodesk applications on your computer.  If you are still having issues please bring your computer to the helpdesk to receive furthter assistance.  Be prepared to have computer re-imaged if the above fixes did not work.

Specific Error: "A valid license could not be obtained by the network license manager" Error [1.5.-15] or [1.5.-18]. Please refer to Ask5000 knowledgebase article 331.

UW-Stout is no longer supporting or installing Rosetta Stone language packs on faculty,staff or student leased computers. UW-Stout has purchased an alternative solution called Livemocha. Please click on the following link to create a LiveMocha account.

The following support or installations for KeyServer software versions is ending either due to licensing support ending from vendors or because of compatibilty issues.

*SPSS 16 and 17

*Minitab 15

*Rosetta Stone

*ArcGIS 9.xx

User are advised to contact Ask5000 to upgrade their keyserver software versions.  If you have any further questions please contact Ask5000 Helpdesk.

Office 2010 has implemented new licensing which means the host computer must be connected to the UW-Stout network either while on campus or VPN in order to maintain it's activation.

If your legitimate version of Office 2010, whether on a student laptop or faculty staff/computer, is prompting that "This copy of microsoft office is not activated", please run this utility while on campus or connected to VPN.

NOTE: If SYSTEM CLOCK is not correct Office 2010 will NOT activate

We are currently working with vendor ESRI to fix this issue.  In the meantime the following work-around can be used to gain access to use of ArcGIS 10 applications off-campus when on VPN.

1. Connect to VPN

2. Go to start menu --> In the "search for programs and files" box type Arcgis Administrator.

3. Click Yes to UAC prompt.

4. Click on the Borrow/Return folder.

5. Click the license you want to borrow and click apply.  If you are unsure of the license that you need check them all.

6. Launch ArcGIS application and login to KeyServer when prompted.

IF your computer spins and does not borrow a license after 2 or 3 minutes.  Close Arcgis Administrator application and download and run ArcGIS Network Timeout Fix. GO back step 1.

Default borrow time is set 30 days. You will get a warning message when time is about to expire and return the license to the license server.  If you have issues please call ASK5000 for further assistance.

MUST BE FACULTY\STAFF IN PHYSICS, CHEMISTRY, OR BIOLOGY to create an account with vernier.  STUDENTS CAN ONLY gain access to Logger Pro install files from faculty that have a created a vernier account.

If an instructor wishes to install Logger Pro on his or her computer or their students' computers, instructor must sign up for an account on Vernier's website.  After account has been created, Vernier will email a confirmation of verfied account.  Once account is created the faculty member can log in and use the "Distribute Logger Pro 3" button to generate an email with links and instructions to send to their students.

Vernier also permits instructors to copy info in the distribution email (Instructions, links, passwords, etc. -Not install Files) and post them to a password-protected network website (Learn@UWStout - D2L). This allows students to access to the install files under the licensing policy while restricting it from the general public. This departmentally-facilited method is the only distribution method permitted by Vernier. 

Note:  Only student enrolled in a Physics, chemistry or biology departmental class can legally install logger pro.

If you have any questions please email KeyserverAdmin@uwstout.edu

SPSS 18 is no longer supported.  Users will have to request software upgrade to the latest version available on campus.  Please call or visit helpdesk for more details.

These errors can occur when access to the license manager is through a slow internet or VPN connection (Network latency).  To resolve this problem, you can increase the amount of time the Autodesk applications waits for a response from the network license manager by configuring an envornmental variable on your computer.

Please run the Autodesk Network Timout Fix which will increase the amount of time the Autodesk applications waits to correct network latency issues.

Note:  VPN is required when using KeyServer applications off-campus. If you are not connected to VPN off-campus and launch an Autodesk application you will receive error [1.5.-18].