License error 38 in Agile Designer

Document ID : KB000004531
Last Modified Date : 14/02/2018
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Issue:

When trying to launch Agile Designer, I receive the following error message:

One of the following licenses is required: CodeMeterAct5000362:7
Failure reason : The Firm Access Counter is zero- the en/-decryption cannot be performed, Error 38.

Environment:
CA Agile Requirements Designer (ARD)- Agile Designer
Cause:

There are several possible causes for receiving this error message. Wibu Systems, the third party licensing system that created CodeMeter and that we use for ARD, lists some of the possible causes and resolutions here: http://www.wibu.com/us/faq-codemeter/s/detail/on-starting-a-protected-application-the-error-38-is-displayed-and-the-application-does-not-start-why.html 

In support we have found that the most frequent cause of this error message is from clicking the 'Debug' option when you receive an error message while using Agile Designer. When you choose to enable a debugger in Agile Designer, your license becomes invalid. This is a process CodeMeter has in place for security reasons. You can read more in the Wibu link above. This is a known problem that development and Wibu Systems are working on together so that this does not happen in the future. 

Resolution:

To resolve this issue, you will need to completely remove your existing license, and request for and apply a new license. 

  1. Delete your existing license. Directions on how to do this are listed here: http://www.ca.com/us/services-support/ca-support/ca-support-online/knowledge-base-articles.TEC1123134.html 
  2. Create a new license request. Directions on how to do this are listed here:
  3. Apply the new license: Directions on how to do this are listed here: 
  4. Launch Agile Designer. If you are able to open and use Agile Designer, then your license was applied successfully. 

If you experience any other error messages while following the resolution process, please search our knowledge base for the error and possible resolution. Directions on how to do this are listed here: http://www.ca.com/us/services-support/ca-support/ca-support-online/knowledge-base-articles.tec1564619.html 

If you are still experiencing similar issues once applying the new license, please open a support case and provide the following information:

  • The CodeMeter logs. The default location for this is C:\ProgramData\CodeMeter\Logs
  • The Agile Designer logs. The default location for this is C:\Users\gilta03\AppData\Roaming\Grid-Tools\logs
  • Did you receive an error message in Agile Designer lately? If so, what was the error message? Did you click 'Debug' on it?
  • Your exact version number of Agile Designer.
Additional Information:

If you experience any further issues, please open a support case on https://support.ca.com/irj/portal/newhome or call 1-800-225-5224.