In addition to our technical support (e.g. via chat), you’ll find resources on our website that may help you with your design using Dlubal Software.
Frequently Asked Questions (FAQ)
Customer Support 24/7
AnswerPlease send us the diagnostic file so that we can look into the license issue. You can create the file under [Help → Authorization → Diagnostics] (see Figure 01). To do this, simply start the program in the demo version.In RX-TIMBER, you can create this file under [Help → System Diagnostics] (see Figure 02).
AnswerIf this error occurs, the download did not run correctly. Please download the program again. Please note that the file can only be executed after the complete download.
AnswerFirst information beforehand: If the program was started as a full version, it does not jump into the demo mode if the license cannot be found during the calculation or saving process.It remains in waiting stage until the license is available again.It is then necessary to distinguish the type of licensing.
For the single-user license, it should be checked if the hardlock was installed on the computer and if the indicator light situated at the end of the dongle is visible. If not, another USB port - preferably directly on the PC - should be used.In case of a network license, the problem might be caused by a failure in the network connection. In the web-based license user interface http://localhost:1947/_int_/devices.html, it should be checked if the license key is available there.Additionally, it is possible to look at the http://localhost:1947/_int_/features.html to see if a free license is available for the desired program or add-on module.If the licensing problem persists, you can create a diagnostic report from the warning message. Send it to our client support.
- Single-user license
- Network license
AnswerMake sure that no planned installation is currently performed. In the Task Manager, this can be displayed as an active app and as a background process called 'Windows Installer'.If a Windows Installer is still displayed in the Task Manager after restarting the computer, it can be selected and closed by clicking the 'End Task' button.Then, the desired installation can be carried out.
We have received a NET softlock and have activated it successfully on the license server. However, the dialog box 'Authorization' appears after having installed the programs on the user PCs when the program is started. If I select the option 'Run Full Version' and refer to the authorization file, I get a message saying that the license has already been activated. What should I do?
AnswerIf no authorization file is already being used on the computer, the program tries to reactivate the softlock. However, as it is already active, the corresponding message appears. There are two ways to apply the already activated license to the clients.
- Select the 'Demo Version' option in the 'Authorization' dialog box and enter it as follows: Help -> Authorization -> Import Authorization File
- Rename the AUTHOR.ini file to AUTHORE.ini and save it in the directory C:\ProgramData\Dlubal\Global\General Data
AnswerThe license drivers are digitally signed. If you try to install a new license driver that is missing in the existing signature of your operating system, a message appears.
To solve this problem, please perform a Windows update. After having restarted the operating system, the installation should be completed.
AnswerGenerally, two things are required for the licensing:The license key can be provided via a USB dongle or by means of a network softlock on a central company server. For the licensing from perspective of a client, there must be a permanent connection to the server. Once a license has been assigned, it can be viewed on the web-based license surface at http://localhost:1947/_int_/sessions.html. An automatic timeout after 12 hours of inactivity prevents a license from being permanently assigned and releases it to other users.
With the most recent generation of license keys, it is possible to activate 50 licenses per program and add-on module. This means that you can access RFEM and RF-STEEL EC3 from a maximum of 50 computers at a time.
- license key
- corresponding authorization file
An individual demonstration is usually possible with a lead time of one to a maximum of two weeks. Please send us three suggested dates. The respective employee will contact you.
The demonstration itself runs via the program TeamViewer or GoToMeeting. You will receive a link to download the corresponding program in advance.
It should take about one hour to calculate the time required for the demonstration.
AnswerFor concentrated loads in the vicinity of the support, it is mandatory to apply the smaller transversal compression coefficient of kc,90 according to Section 6.1.5 (4) of the Eurocode 5.Optionally, it is possible to deactivate the support compression design in the program RX-TIMBER and to do corresponding transversal compression reinforcements.If the entered concentrated load is not relevant for design, the user has the additional option to assign the transversal compression factor with a user-defined assignment (Figure 3).
Whether or not the download for RFEM or RSTAB is displayed in the download area of the Dlubal account depends on whether or not you have concluded a service contract for the respective product.If a service contract has been concluded for the respective product, the links for this product are visible.If no service contract has been concluded, no links are visible.If you purchase RFEM or RSTAB without a service contract at a specific time, you are entitled to use this program version. If you need the download link for the purchased program version, you can download it on our homepage in the 'Previous Program Versions' section.See the link to 'Download Previous Versions' below:
Did you find your question?
If not, contact us via our free e-mail, chat, or forum support, or send us your question via the online form.
Wind Simulation & Wind Load Generation
With the stand-alone program RWIND Simulation, wind flows around simple or complex structures can be simulated by means of a digital wind tunnel.
The generated wind loads acting on these objects can be imported to RFEM or RSTAB.
Your support is by far the best
“Thank you very much for the useful information.
I would like to pay a compliment to your support team. I am always impressed how quickly and professionally the questions are answered. In the industry of structural analysis, I use several software including service contract, but your support is by far the best.”