The troubleshooting guide includes product identifiers that are used for urls, paths and general naming of kits. This is to be able to provide "generic" troubleshooting instructions. Each kit has its own set of identifiers. The identifiers are enclosed within angle brackets <identifier> to help you understand where to replace the information depending of which kit you are working with.

Example:

1. The URL provided in the instructions looks like: https://dexlicense-srv.digitalexpressions.se/login?pid=<productid>
2. For Tropism V1.0.X the URL should be modified to: https://dexlicense-srv.digitalexpressions.se/login?pid=pMxT

Below this section you will find the identifiers for each Kit provided by us.

For urls, paths and general naming of kits the following shoud be used where applicable:

• Tropism <productid> corresponds to "pMxT"
• Tropism <productname> corresponds to "Tropism"
• Tropism <kitname> corresponds to "ModoTropism"

For urls, paths and general naming of kits the following shoud be used where applicable:

• Discrete Particles <productid> corresponds to "ixnLk"
• Discrete Particles <productname> corresponds to "Discrete Particles"
• Discrete Particles <kitname> corresponds to "DEXParticleGens"

The Kit has not been activated or loaded properly. If the kit is visible under the System menu → Kit toggle enable but still does not work, try the following:

Disable the kit → restart Modo → enable the kit → restart Modo and load a tutorial scene.

If the measure did not succed, proceed to topic T2.

1st test: Ensure a browser can reach the license server. When you click this link you should see the following: Connection succeeded from IP: (your ip will be displayed here)

2nd test: Ensure that the OS can reach the license server using Curl.

Windows:

Click the Windows search icon and type "cmd" in the windows search field. Press enter. Copy this text "curl --verbose dexlicense-srv.digitalexpressions.se" and paste it into the Command Prompt window and press enter. A successful response contains the following "Connected to dexlicense-srv.digitalexpressions.se (ip-address) port 80 (#0)".

If you don't get a successful response try to run the troubleshooting guide in windows. Search for "fix network" using windows search.

MacOS:

Open a terminal window. Copy this text "curl --verbose dexlicense-srv.digitalexpressions.se" and paste it into the Command Prompt window and press enter. A successful response contains the following "Connected to dexlicense-srv.digitalexpressions.se (ip-address) port 80 (#0)".

If any of the tests fails contact your administrator or the DEX support for further guidance.

Otherwise, proceed to the T3 topic as your issue most likely has to do with Modo failing to load the kit for different reasons.

The list below represents individual tests and we recommend to start from the top. You can try to load a tutorial scene after each test (where applicable) to verify if the measure helped or not.

• Ensure you are using the correct kit for the Modo version you are running (see topic T5). Try another Modo version.
• Try to disable the kit , restart Modo, enable the kit, restart Modo. (The kit might be visible under the "system menu" - "kit toggle enable" and still not work)
• Backup your config files and try to run the kit in Modo using a clean config.
• Check connectivity using the instructions under topic T2.
• Delete the local license file named "<productid>.dexlic" under C:\Users\<user>\DigitalExpressions\<productname>. (For Modo v13-14 kits (windows only), delete the license under the path "Computer\HKEY_CURRENT_USER\Software\DigitalExpressions\" using windows registry editor)
• Reboot the computer

1. Start by running the connectivity tests under the topic T2.
2. If OK proceed to T3

1. Go to the System menu and click "Open Content Folder"
2. Enter the folder of the Kit
3. Open the index.xml file using a text editor
4. Verify that your Modo version is beween the "rel" attributes defined in this line. <configuration kit="<kitname>" version="1.0.2" and="rel]1499" and="rel[1699">

In this example any Modo version from 15.00 to 16.98 is valid (i.e. greater than 1499 and less than 1699).

Things to test before you contact support:

• Backup your config files and try to run the kit in Modo using a clean config.
• If your kit comes in different versions (SSE, AVX, AVX2), make sure you read the Installation Instructions that covers this topic. Once you know what your CPU supports we recommend to try the different supported kit versions.
• If you can isolate and reproduce the crash please contacts us with the details (see below).

Windows: 

1. Click the Windows Search icon and type in “env”, and choose “Edit the system environment variables”
2. Click the “Environment Variables” button
3. Add a new environment variable (user or system) by clicking the "New" button.
4. Set the Vaiable Name to "DEX_PROXY" and the variable value according to your proxy address and port (ip:port). (Ask your network admin about the settings). 
5.   Examples: (192.168.0.1:8080), (http://192.168.0.1:8080/), (http://myproxy.myorg.com:8080/).
6. Dismiss all of the dialogs by choosing “OK”. Your changes are saved!
7. Sign out of Windows and sign in again (or reboot) to make sure the environment variables are loaded in the OS.
8. Start Modo.

Mac:

1. Since MacOSX uses bash shell, the environment variables can be added to the .bash_profile directory, for the current user to make the permanent.
2.   The path to this file can be found using this command in a terminal window 
3.   USERXs-MacBook-Pro:~ userx$ ~/.bash_profile
4. Open this file using a text editor in the terminal Window such as nano - a terminal based text editor.
5.   USERXs-MacBook-Pro:~ userx$ nano .bash_profile
6. Move to the end of the file and add the environment variable "export DEX_PROXY=http://your-ip-address:port/" (Ask your network administrator about the settings).
7. In nano save the file by pressing ctrl+X to exit the editor. Press ‘Y’ for saving the buffer, and you will return back to the terminal screen.
8. Restart MacOSX
9. Open the terminal and print printenv + enter to check that the added variable is present
10. Start Modo