Hi.
I’ve requested assistance with this issue in the past, but the problem has never been resolved… I just get the generic “check proxy settings” and “check firewall” suggestions. I do not connect to the internet through a proxy server, and the firewall is not active.
- Enscape 2.7 is able to connect to the license server and activate successfully.
- Version 2.8 and newer just keeps giving me the “license service is not reachable” error when I try to activate the software.
- I’ve also tried the beta versions (latest “Enscape-2.9.0-preview.4+29791” as well as “Enscape-2.9.0-preview.1+26821”), but they also give the same error.
What changed between version 2.7 and 2.8 that would give this problem?
Regards,
Ruan
I’m sorry to hear about that - our latest update(s) should of course not show this behavior.
In that regard, please kindly send in a feedback report as described here:
https://enscape3d.com/community/blog/knowledgebase/using-the-feedback-button/
While in the submission form, please also include a link to this thread for reference. Thanks!
Hi Demian.
I’ve tried to use the feedback button as you suggested, but that also tells me that I have no internet connection.
Enscape 2.7.2+23714 installs and activates perfectly.
Enscape 2.8.2+28928 cannot activate (license server is not reachable)
Enscape 2.9.0-preview.5+30723 cannot activate (license server is not reachable)
If I revert to 2.7.2+23714 it activates fine again.
Please then send in the log files manually which could very well help with further analyzing the cause behind this issue:
Enscape main plugin log files:
C:\Users%USERNAME%\AppData\Roaming\Enscape\Data\Logs
Revit plugin log files:
C:\Users%USERNAME%\AppData\Local\Temp\Enscape\Logs\EnscapeRevitPlugin
You can just place all the files that are contained in these folders into a .zip file and send these to us.
Hi Demian.
this folder is empty… see attached screenshot “appdata roaming logs.jpg”
see attached log files (zipped in “enscape logs.zip”):
EnscapeRevitPlugin_2020-11-02_11-54-12_9664.log using latest version of enscape 2.8.2+28928
EnscapeRevitPlugin_2020-11-02_12-30-10_15468.log using latest beta version of enscape 2.9.0-preview.6+31707
EnscapeRevitPlugin_2020-11-02_12-33-24_20280.log using Enscape version 2.7.2+23714
also see attached screenshots of the licensing screens:
licensing enscape 282+28928.jpg using latest version of enscape 2.8.2+28928
licensing enscape 2906+31707.jpg using latest beta version of enscape 2.9.0-preview.6+31707
licensing enscape 272+23714.jpg using Enscape version 2.7.2+23714
enscape logs.zip (2.96 KB)
just an update on this (seeing that I’m not getting any updates or solutions from Enscape…)
the latest update Enscape-2.9.0+32212 still doesn’t resolve the issue.
and more and more people in our company are starting to experience this issue!
@ruan.barnard_1 , your log files and the problem itself has been forwarded to our developers who will get back to me again as soon as possible. In the meantime, can you also kindly let me know where you’re located? Also, you mentioned that no Firewall is active at all, just in case make sure that you have the following URL exceptions and associated port numbers marked as exceptions in your Firewall settings IF one should be active:
http://licensing.inreal-tech.com
http://licensing.enscape3d.com
I will get back to you again with further steps and/or a solution soon.
@Demian_Gutberlet i’m in Cape Town, South Africa.
PS: i was told in august as well that the issue would be forwarded to your developers…
I’m very sorry to hear about that - can you please briefly share your e-mail with me via a DM (which has also been used to contact us back then)? I’ll check internally why you haven’t heard back from us yet. Thank you in advance.
Good Day,
I work for the same company as @ruan.barnard_1 and I got to say that enscape support is horrible…
We are able to reach the IIS Servers for licensing.inreal-tech.com as well as licensing.enscape3d.com and we receive the following default IIS screen
Both of the sites above redirect to the same enscape3d site with the IIS servers.
there is NOTHING Blocking access from our end to yours as we can definately reach the site. no port blocking noting. We have tried this on multiple connections as well to confirm it using both Home fiber/Office Fiber and various mobile data connections we reach the same end result. however if we install the previous versions it WORKS this seems to be a licensing issue with enscape app. Could you kindly get us sorted for the service we are paying for.
Thank you.
I have escalated this problem further - we’ll get back to you with a solution or further troubleshooting steps. I’ll also check why the support ticket of @ruan.barnard_1 was not processed, so receiving the e-mail address of yours would be great. We usually answer such incoming tickets in about 1-2 workdays - we’re very sorry that you haven’t had a pleasant experience in that area so far, but I’m looking forward to resolving this problem at hand.
Hi @Demian_Gutberlet .
I’ve installed the latest version of RAAPSII and this has resolved the Enscape issue. Thank you very much for the feedback. 
I am glad to hear that. Let me know in case any other problems come up in the future!
