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Support   SuperLab    Common Licensing Issues

This page is intended to help resolve some of the common issues that you might run into when activating SuperLab.

I am getting error “Port 5972 is blocked”

This message means that your computer is either not connected to the internet or that its port “5972” is blocked by a firewall. When activating SuperLab, the software needs to contact a license server. It does so using TCP/IP port 5972. For security reasons, this port is sometimes blocked on your computer.

First, verify connection to the Internet. Experimental computers are sometimes not connected to the Internet. To activate, please enable your Internet connection. Once activated, you can deactivate the connection again. SuperLab will not seek to connect to the Internet again until the activation period has elapsed.

If connected to the Internet, please enable port 5972. On your own personal computer, you can configure it to enable outbound access to port 5972. See these instructions for Windows and for Mac OS.

If the computer is administered by IT at your university or organization, you need to ask the IT department to open port 5972. In our experience working with SuperLab users, most IT departments will cooperate if asked nicely. You can make a further compelling case to IT if you have two or more SuperLab licenses: taking advantage of the leasing feature requires access to port 5972 – there is no workaround for that. Here is information that IT might ask for: SuperLab connects only to activation.cedrus.com:5972 using SSL and TCP/IP; we do not use UDP.

If IT will not enable port 5972 for you, please see the page Activating Without an Internet Connection.

I am getting error “Key is for activating a different product”

You get this message if you have downloaded the wrong version of SuperLab. In the example on the right, a SuperLab 5 license key was used in SuperLab 4.5. Version 5 license keys will only work with version 5 of the software.

You will also get this message if you inadvertently mix the license key for a regular version of SuperLab with a run-only version of the software, or vice versa.

I am getting error “Login credentials failed”

This error message means that either your email or password is incorrect. For security reasons, SuperLab does not tell you which one is incorrect.

You can try resetting the password by clicking on the “Forgot your password?” link. Within a few minutes, you should receive an email containing a link that expires in 3 days. Please check the spam folder as well.

If you still get this error message, then you are likely using an email address that is different from the one that was previously used. If you cannot find it, send us an email.

I am getting “error 5: access is denied”

This error is specific to SuperLab 4.5.x, and only on Windows. SuperLab 5 has worked around this Windows restriction.

In SuperLab 4.5, you sometimes get the error message “can't remove file, … , (error 5:  access is denied.)”, usually because the person using SuperLab 4.5 is logged in under a different account than the person who installed it.

You can see how to fix the permissions on the file using this 2-minute screencast:

      View screencast 1 (GIF file, 6MB)

It is also prudent to fix the permissions on the parent folder. The next screencast shows you how to do that (similar steps, but on the folder instead of the file):

      View screencast 2 (GIF file, 5MB)

How do I reset my password?

You can reset your license password from within SuperLab. There is no explicit “change my password” option, but when prompted for your password, there is a “Forgot it?” link under the edit field. For example, click on the Help menu and choose My License Activity (menu item was called “License” in versions prior to SuperLab 5.0.2). Then click on the “Forgot it?” link.

Within a few minutes of resetting the password, the registered user will receive an email containing a link that expires in 3 days. Please check the spam folder as well. If you do not receive it, please contact us.

How do I transfer a license to my name?

For the security of SuperLab license holders, transferring a license to your name requires completing a Transfer of License (TOL) form that is signed by the license holder and by yourself.

      Download TOL Form

If license holder has moved and is unreachable, we can use instead a signed note from the Department Chair, on letterhead, stating that the licenses are owned by the department and that we have permission to transfer them to your name.

How do I change name of the license holder?

When you activate your license using an email address that is different from what was previously used, SuperLab might continue to display the name associated with the previous email. There is no built-in way to switch the name being displayed, but you can still achieve this by deleting a couple of files on your computer. Once deleted, close SuperLab (if it’s running) and re-open it; it will prompt you to enter the new license key or username & password.

Deleting License Files on Windows

On Windows, delete all the files in these two locations:

  • C:\ProgramData\Cedrus\Licenses
  • C:\Users\[UserName]\AppData\Roaming\Cedrus\Licenses\

If the computer is administered by someone else, you may need the administrator password.

Deleting License Files on Mac OS

On Mac OS, delete all the files in these two locations:

  • /Users/Shared/Cedrus/Licenses/. The easiest way to get to the /Users folder is to click on the Go menu in the Finder and choose Home.
  • /Library/Preferences/Cedrus/Licenses/. The easiest way to get to the /Library folder is to hold down the Option key on the keyboard, then click on the Go menu in the Finder and choose Library.



Last Revision: May 30, 2017

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