We hope one of the articles in our Knowledge Base helps resolve the issue.
If your licensing or installation problem still persists, please contact us — we are here and ready to help.
To help us investigate, please send the following information:
#01 - When was the last time it connected successfully? Has there been any recent system update on your side?
#02 - Have you tried using the Forgot Password option?
#03 - Screenshots of the error messages, together with a short description of what you have tried to do
#04 - Your dongle key number or your internet license username
#05 - The version of MIKE / update you have installed, or are trying to install
#06 - Has any SSL inspection or proxy server been implemented in your network?
#07 - The logfile generated by running DHISupportAssistTool.exe
(found, for example, in: Program Files (x86)\DHI\{Product-Name}\2025\bin)
Please note that the License Manager alone cannot generate this file.
#08 - Logfiles named NetLmLcw.log, NetLmLcw.log.0, and NetLmLcw.log.1, usually located in:
C:\Users\{user-name}\AppData\Roaming\DHI\LicSys
If you cannot find this folder, it may be hidden. In File Explorer: select View select Show tick Hidden items
You can also paste the following into the File Explorer address bar and press Enter: %AppData%\DHI\LicSys
#09 - If available, a logfile generated in DHI License Management by following the procedure described on pages 20 and 21 of the DHI License Management User Guide.
Please set the logging level to Info, re-create the error, then save the logfile by right-clicking and exporting it to a text file.
#10 - Logfile from: C:\ProgramData\DHI\LicSys\Relay\netlmrelay.log
If you cannot find this folder, it may also be hidden. In File Explorer: select View select Show tick Hidden items
You can also paste the following into the File Explorer address bar and press Enter: C:\ProgramData\DHI\LicSys\Relay
#11 - For relay connection issues, it may also be useful to check whether the following file exists at the time the issue occurs: C:\ProgramData\DHI\LicSys\Relay\netlmrelay.txt
Note: this file should normally exist only while NetlmRelay.exe is running. If possible, please also send a screenshot of the contents of the Relay folder when the issue occurs
#12 - For license locking/release issues only, please also send: C:\Users{user-name}\AppData\Roaming\DHI\LicSys\LicAdapter.log
Friendly tip for relay connection issues:
If the issue seems related to the relay connection, you may try the following temporary workaround:
Close all MIKE software, including engines and DHI License Manager.
If NetlmRelay.exe is still running, close it in Task Manager.
Delete this file, if it exists: C:\ProgramData\DHI\LicSys\Relay\netlmrelay.txt
Start a MIKE application again and check whether the issue remains.
FURTHER INFORMATION & USEFUL LINKS
DHI License Management User Guide