Error: You Cannot Check Out a License. Contact your System Administrator [-4102] or [4187]

App Studio offers a variety of support plans to meet your needs. A Bronze Support Plan is included by default with all App Studio plans and provides access to the Knowledge Base, documentation and forums for instant answers 24x7.

Note that personalized support through tickets and Live Chat is only available with Silver and Gold Support Plans – purchasable separately.

If you purchased a Silver or Gold App Studio Support Plan, your Support Center Account will be setup for you by our team within 48 business hours of your plan purchase. An email will be sent to you containing a password reset link, which you need to click on. Please remember to check your Spam folder in the event you do not receive your email.

IMPORTANT: Your Support Center Account is separate to any existing App Studio accounts you may have created in the App Studio Portal. Those login credentials will not work with the Support Center, you will have to be signed up for Support plan to login.

App Studio is the leading cloud-based HTML5 solution that turns print into interactive award-winning tablet and smartphone experiences.

View our Support Plans

Our support team is here to answer all your questions about Quark products including QuarkXPress and Quark Enterprise Solutions. Check out our online knowledge base, documentation site and forums for instant answers 24x7.

If you have a current maintenance plan or are within your free support period you can also contact us directly through our online chat as well as My Support where you can submit tickets and fully manage and track your support history.

If you are a Quark customer and have a current maintenance or support contract we already have your support account setup for you. Please check out our knowledge base article for details on how to get started.

Any new purchase of QuarkXPress includes 60 days of free support and access to the support portal. To get your 60 days of free support you must first register, click here to register your copy of QuarkXPress. Note that it can take 2-3 hours for your support account to activate after registering QuarkXPress. Once active, you will be notified via email.



View our Support and Maintenance Plans

Welcome to Quark's IT Help Desk your single point of contact for assistance with IT related queries. You can create a help desk ticket which will be routed to the appropriate IT Help Desk engineer to research and correct your issue.

Quark's IT Help Desk is committed to providing the support you need to make the most of your every day work experience.

To log a Help Desk ticket, please use the sign in option at the top of the page.

Thank You,

Quark IT Support

Error: "You Cannot Check Out a License. Contact your System Administrator" [-4102] or [4187]

The key to resolving this quickly for your site is to refresh the license count in the QLA Server. The first thing to do is to check the number of available licenses in QLA Control Panel. If you determine that your licenses are all checked out, there are three different ways to resolve the problem.
 

  1. Wait till the license is free after another user closes the copy of application or take a look at the QLA log file to determine if a single machine has more than one license checked out. Depending on how long the period you've set the Heartbeat Interval (the default value is 900 seconds), you may be able to simply wait until the Heartbeat Interval/Number of Retries time has been reached. Otherwise you will need to intervene to manually refresh the QLA Server.
  2. Manually refresh the QLA Server. To do this, type 20 in the Heartbeat interval field and 3 in the Heartbeat Retries field. Then, wait for one minute. This will ensure that all the unused licenses will get back to the pool.
  3. If numbers 1 and 2 above don't work, quit out of the QLA Server or stop the QLA Service. Then remove the following files:

    HWMUsage.dat
    Save.dat​

     
  4. The above mentioned files are located at the following location.

    Mac OS: [drive]/Applications/Quark/Quark License Administrator/Server

    Windows XP: [drive]:\Program Files\Quark\Quark License Administrator\Server

    Windows 7 and later: [drive]:\Users\Public\Public Documents\Quark\Quark_License_Administrator\Server

  5. Re-start the QLA Server. This will refresh the QLA Server tracking of licenses.

Background: 
This error is generated when no licenses remain in the license pool for checkout. This can happen for various reasons, the most common of which is that you or other users have crashed and immediately relaunched QuarkXPress. When this happens, QuarkXPress does not have an opportunity to notify the QLA Server that the previous license is no longer in use. When you or another user relaunches QuarkXPress, it claims a second license rather than refreshing the first license. As a result, two licenses are checked out for the same machine. If this happens frequently enough, the run count (number of licenses) are used up, and no further licenses can be granted by the QLA Server.

Rating:Rating of 1 Stars5 Votes
Was this answer helpful?YesNo
Topic Information
  • Topic #: 30026-1703
  • Date Created: 11/20/2012
  • Last Modified Since: 08/30/2016
  • Viewed: 2764
Welcome Guest