Installation and Activation FAQ
Below you will find answers to common questions about registering and activating Engrasp software products. For
additional information, please contact Engrasp Customer Support .
1. Installation
1.1 How can I find and install the latest ETBX updates available to me?
ETBX minor releases and bug fixes are available for free. You can download the latest ETBX updates by accessing your Engrasp Customer Account. After a successful login, you will see a summary of your account information and a complete list of your registered purchases. Click on a product serial number in the Registered Software section to go to the Download page.
You must remove the existing version of ETBX before installing an update. To do so, open the Windows Control Panel and double-click on the Programs and Features utility. Find ETBX in the list of programs and then right-click and select the Uninstall menu item. A dialog box will appear on the screen prompting you to uninstall the software.
Note that the uninstaller will not remove any file that was created after the initial installation, including existing license files, log files, and user preferences. To avoid software conflicts, it is good practice to archive those file that you wish to keep and then manually delete the ETBX installation directory and any temporary files that remain after the uninstall.
Once the prior version of ETBX has been completely removed from your system, you can proceed with the installation of the ETBX update.
1.2 When I run ETBX, the initial splash screen appears and stays on the screen. ETBX does not start and appears to lock up. I have to use the Windows task manager to end the ETBX process and close the splash screen.
This behavior indicates that ETBX was not installed correctly or the ETBX installation was otherwise corrupted. It can be caused by conflicts with files left over from a previous ETBX installation that was not removed correctly. The recommended action is to perform a clean installation of ETBX. Follow the instructions provided in the response to Question 1.1. It is particularly important to remove all files from prior versions of ETBX that could conflict with the new installation.
If the problem persists after a clean install, contact Engrasp Customer Support and provide details regarding your system hardware and software configuration. In addition, inspect the ETBX bin/ subdirectory for log files (e.g, C:\Program Files\ETBX30\bin\error.log). If you are running Windows Vista, you may need to click the Compatibility Files button on the toolbar to see the log files. Include the contents of any log files in the email to customer support.
1.3 I've uninstalled ETBX and reinstalled the latest version. The program seems to install correctly, but will not run. I get the error message: "Internal error 2753. etbx.exe".
The Internal Error 2753 is a Windows Installer error, and it indicates that ETBX was not installed properly. This is typically caused by files left over from prior installations that are interfering with the current installation. The conflicting files could be from an old version of ETBX that was not removed properly, or could be temporary files from a previous installation that was interrupted or ended abnormally.
The recommended action is to download a new installation file from the Engrasp web site and perform a clean installation of ETBX. Follow the instructions provided in the response to Question 1.1. It is particularly important to remove all files from prior versions of ETBX that could conflict with the new installation.
Prior to the new installation, it is also recommended that you delete the contents of the Windows TEMP directory (either C:\Windows\Temp or C:\Documents and Settings\<username>\Local Settings\Temp) to remove any temporary files left over from prior installations. Under normal circumstances, these temporary files are deleted when an installation ends. But if the installation is interrupted or terminates abnormally, the files may not be deleted. Cleaning the TEMP directory frees up space on your hard disk, and may also eliminate any installation issues.
1.4 When I run ETBX, I get the following error message: "MSVCR71.dll not found"
This error indicates that you are running ETBX on an unsupported operating system. ETBX has only been tested on the configurations specified in the ETBX system requirements.
2. Activation
2.1 I installed and activated ETBX and it ran without a problem. But when I tried to run it later (after a reboot), I got the following error message:
"This software product has not been licensed for this computer. Please contact Engrasp customer support for assistance".
In most cases, this behavior is caused by an incompatibility with the Windows Vista operating system. Versions of ETBX 2.5 prior to Release 8 are not compatible with Vista. You can download the the latest ETBX update releases by accessing your Engrasp Customer account.
2.2 I received the following error message when trying to activate ETBX:
"The activation request failed. There are no available nodes remaining for the specified license. Product serial number XXXX-XXXX-XXXX-XXXX-XXXX-XXXX has already been activated on X computers".
The Engrasp activation server maintains a list of user activation codes and limits the number of activations available to each licensee. The standard ETBX license allows a user to install the product on a primary and a secondary computer as long as the product is not being used concurrently on the two machines. The usage of the product on the secondary computer is restricted to the main user who licensed the software. Allowing others to use ETBX on a secondary computer violates the Product License Agreement. More information is available at the Engrasp Activation web page.
2.3 I received the following error message when trying to activate ETBX:
"The stored license could not be parsed. The file (or license) format is not valid."
The error message indicates that your license file was corrupted while being downloaded to your computer, or is otherwise malformed. This error can be caused by trying to activate ETBX using a license file from an earlier version of the software.
2.4 Where is the ETBX license file stored?
ETBX searches for the license file in different locations, depending on your operating system and which version of ETBX you're running. These locations are shown below, and are numbered in the order that they are searched. Note that the license file must be named license.bin and must be stored in one of the locations listed below.
Windows Vista / ETBX 3.0
- The path specified by the ETBX30_LICENSE_FILE environment
variable, if defined. ETBX does not define this environment variable by default.
- The path %PROGRAMDATA%\ETBX30\license, where %PROGRAMDATA% is a system environment variable that normally points to C:\ProgramData on Windows Vista. To verify the location, click the Windows Start button and type %PROGRAMDATA% in the search box and then press the Enter key.
- The path {INSTALLDIR}\license, where {INSTALLDIR} is the ETBX installation directory. For example: C:\Program Files\ETBX30\license
Windows XP / ETBX 3.0
- The path specified by the ETBX30_LICENSE_FILE environment
variable, if defined. ETBX does not define this environment variable by default.
- The path {INSTALLDIR}\license, where {INSTALLDIR} is the ETBX installation directory. For example: C:\Program Files\ETBX30\license
Windows Vista / ETBX 2.5 Release 8 and Subsequent
- The path specified by the ETBX25_LICENSE_FILE environment
variable, if defined. ETBX does not define this environment variable by default.
- The path %PROGRAMDATA%\ETBX25\license, where %PROGRAMDATA% is a system environment variable that normally points to C:\ProgramData on Windows Vista. To verify the location, click the Windows Start button and type %PROGRAMDATA% in the search box and then press the Enter key.
- The path {INSTALLDIR}\license, where {INSTALLDIR} is the ETBX installation directory. For example: C:\Program Files\ETBX25\license
Windows XP / ETBX 2.5 Release 8 and Subsequent
- The path specified by the ETBX25_LICENSE_FILE environment
variable, if defined. ETBX does not define this environment variable by default.
- The path {INSTALLDIR}\license, where {INSTALLDIR} is the ETBX installation directory. For example: C:\Program Files\ETBX25\license
2.5 While trying to activate ETBX, I keep getting an error message that says my serial number is incorrect.
Use the Windows clipboard to cut and paste the serial number from your confirmation email into the activation form. In almost all cases, this issue is caused by the serial number being entered incorrectly. It is easy to mistake an O for a 0, or an I for a 1.
2.6 How do I remove or replace an existing ETBX license?
In some cases it may be necessary to remove an existing license and reactivate ETBX. For example, trial users may want to delete an expired license and replace it with a permanent one.
To activate ETBX using a new license, you must first delete the active license file in the search path described in Question 2.4 . To avoid confusion, it is usually best to delete all obsolete license files in the search path.
If you're running Windows Vista and ETBX does not seem to recognize that you've deleted the license file (even though you've checked and double-checked the search path and you're sure that all copies of license.bin have been eliminated), keep reading. Vista's User Access Control (UAC) security system does not allow programs to write to protected folders such as C:\Program Files unless they are running with full administrative privileges. Vista will automatically redirect files written by other programs to a virtual store, thus "tricking" the applications into thinking they are still running with full administrative privileges.
To check Vista's virtual store for an ETBX license file, go to the ETBX license/ folder and click the "Compability Files" button on the toolbar. If a license file is there, delete it and re-start ETBX to activate. Note that this is only an issue if ETBX is installed in a protected directory such as C:\Program Files.
2.7 A license file was sent to me by email. How do I install it and activate ETBX?
If your copy of ETBX was previously activated using a different license, you must first remove the existing license. To determine the location of the existing license file, please read the answer to Question 2.4.
After deleting the previous license, save the new license file to any accessible location on your hard disk, network, etc. Then restart ETBX and you should be prompted to activate. Choose the Manual Activation option. You may skip Steps 1 and 2; you will not need to enter a Serial Number or connect to the Engrasp activation server. In Step 3, enter the path to where the new license file is stored, or click the Browse button to select the file using a standard Windows file dialog. Then click on the Next button to activate.
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