Top Software Support FAQs
I got a new computer and reinstalled my software. Can I get a new authorisation key?

For Standalone installations, please use the Move Program function as outlined in Help. If you use Move Program, you do not have to obtain a new authorisation key. Please follow the steps below:

  1. Install the product on the new machine
  2. Write down the Installation Code (8 digits number) from authorisation dialog
  3. On the old machine, click Program Settings, then select the Licensing category
  4. Click the Move Program button
  5. Type in the new Installation Code
  6. Take the new Authorisation Key to the new machine

*Note: In AutoTURN, you must log in as an Administrator in the permissions category before the Move Program button will be enabled.

We performed server maintenance and I had to move the licence server to another server. How can I keep
my licences valid so that my users can continue to use the software?

For Network installations, please use the Move Licence function as outlined in the Help. If you use Move Licence, you do not have to obtain a new Authorisation Key. Please follow the steps below:

  1. Install the product on the new machine
  2. Browse to your server folder in "Transoft Solutions\Licence Server" and run "LicenceServerAdminTool.exe".
  3. Confirm Host and Port (default is 27099), then click OK
  4. Select the licence in the selection box, then click Select
  5. Write down the Installation Code (8 digits number)
  6. On the old machine repeat steps 2-4, then click Move Licence.
  7. Enter the Installation Code obtained in Step 5, then click OK.
  8. Repeat Step 2-4 on the new machine.
  9. Click Enter Authorisation Key, and then enter the key generated in step 7.

Please note that once the Move Program\Licence process is complete, your old installation will be deactivated.

When I start your product in AutoCAD® 2010, 2011 or 2012, all I get is a Welcome screen,
and after that I cannot locate your toolbar or menu.

Please start AutoCAD® then type CUI on the command line so that Customise User Interface dialog box is displayed. In the top left section, expand the Partial Customisation Files and check if our product is on the list and if it is marked as Unresolved.

If you have our product name on the list and it is marked as Unresolved, please right click on it and unload it. Click on OK to close CUI dialog box and then close AutoCAD®. Use our desktop shortcut to start our product in AutoCAD® and confirm that this time you can see our product toolbar or ribbon.

I have installed MicroStation® V8i on a machine where it already has your product set up.
Now when I load your product, the toolbar comes up blank.

If MicroStation® V8i is installed on a workstation after installing one of our products, the toolbar will come up blank (i.e. no icons).

This issue can be remedied by copying our product .dll (e.g. AutoTURN.dll, which can be found in AutoTURN folder) to the C:\Program Files\Bentley\MicroStation\mdlapps\icons folder. This is assuming that your MicroStation® is installed in the default location. If you have MicroStation® installed elsewhere, adjust the above path accordingly (i.e. locate mdlapps folder and if you do not have icons folder already there, create it and paste our .dll into the newly created icons folder).

Please note that for MicroStation® V8i (Select Series 2), you should copy our dll file into:
C:\Program Files\Bentley\MicroStation V8i (SELECTseries)\MicroStation\icons

If you have the 64-bit version of Windows®, please copy the dll to:
C:\Program Files (x86)\Bentley\MicroStation V8i (SELECTseries)\MicroStation\icons

My Maintenance Assurance Program (MAP) is about to expire. How can I renew my MAP?

Please be advised that before we can generate an Authorisation Key to renew your Maintenance Contract we require that you send us an updated Installation Code and version number.

For Standalone Installations

  1. Start the software, and then click Program Settings on the toolbar.
  2. Select the Licensing category
  3. Screen Capture (Alt + Print Screen) the dialog containing the Installation Code and Version number then forward the image to us.

For Network Installations

  1. Browse to your server folder in "Transoft Solutions\Licence Server" then run "LicenceServerAdminTool.exe".
  2. Confirm Host and Port (default is 27099), then click OK
  3. Select the appropriate product in the selection box, then click Select
  4. Screen Capture (Alt + Print Screen) the Licence Server dialog containing the Installation Code and Version number then forward the image to us.

For our newer products, you may click the Renew MAP button to renew your map online.

Which CAD Platforms is my software compatible with?

Please find the full features and compatibility list at the following links:

When I start the software, I get the following alert: "The License Server could not be contacted."

There are two problems that can cause this error:

A. The Transoft Solutions License Server is not started. To check if the License Server is running:

  1. Select Start ->Run, then type "services.msc" and click OK
  2. In the services dialog, please ensure that Transoft Solutions License server is started.
  3. If it is not, right-click Transoft Solutions License Server in the list, then select Start

B. A firewall is blocking the product from accessing the License Server. To check if a firewall is blocking communications:

  1. Disable the firewall, and start AutoTURN.
  2. If the product loads correctly, it is likely the firewall is blocking communications. Please ensure that the appropriate port is not blocked by your firewall (by default, the Transoft Solutions License Server uses port 27099).
When I start the software, I get the following alert: "Database open failed." and "There appears to be
a problem with the database. Please try again."

A database open failed indicates that the product is not able to connect to the local database.

Please ensure that the SQL Server (TRANSOFT) service is running on the system. To check, please try the following:

  1. Select Start ->Run, then type "services.msc" and click OK
  2. In the services dialog, please ensure that SQL Server (TRANSOFT) server is started.
  3. If it is not, right-click SQL Server (TRANSOFT) in the list, then select Start.

If it has not been installed on the system please contact Technical Support. Note: Please contact Technical Support directly if you have AutoTURN 6.0 or older.

When I start the software, I get the following alert: "An error occurred when synchronising the network
database."

A database synchronisation failed error indicates that the workstation is not able to communicate with the server database. This error will not prevent users from utilising the software. However, the sharing function of the software will be disabled.

Please verify that the SQL Server (TRANSOFTSERVER) Service is started and running on the server.

If the SQL Server services are running on the server, it is possible that the firewall on the server is blocking communications from the workstation to the SQL Server database. Please add the following exceptions to the server's firewall:

  1. Port Number: 1433
  2. Applications: sqlservr.exe, sqlbrowser.exe

For Windows Firewall, the procedure is as follows:

  1. Browse to Control Panel -> Windows Firewall
  2. In the Windows Firewall dialog box, click the Exceptions tab
  3. Click Add Port then enter the following:
    • Name: SQL
    • Port Number: 1433
    • Protocol: TCP
  4. Click OK
  5. Click Add Program -> Browse, then add the following:
    • C:\Program Files\Microsoft SQL Server\90\Shared\sqlbrowser.exe
  6. Click OK
  7. Click Add Program -> Browse, and add the following:
    • C:\Program Files\Microsoft SQL Server\MSSQL.1\MSSQL\Binn\sqlservr.exe
  8. Click OK
During the installation process, I get the error message that the product registration failed.
How do I fix that?

Please browse to the License Server folder. If you have selected a default installation path then go to:
C:\Program Files\Transoft Solutions\License Server

Right click on the License Server folder, select Properties and click on Security tab. Check and see if SYSTEM is on the list and that it is set to Full Control. If SYSTEM is not on the list or is not set to Full Control, please add it and change permissions accordingly to allow Full Control for SYSTEM.

After that, reinstall the software.

I need a design vehicle using a specific configuration that I cannot find in AutoTURN. Where can I find
other vehicles to use with my software?

We now have Extended Vehicle Libraries available through transoftsolutions.com and our Sales team. You may follow the link below to see the vehicles we have available:

http://www.transoftsolutions.com/vehiclelibrary

If none of the vehicles available meet your requirements, you can create custom vehicles in AutoTURN. In order to create custom vehicles in AutoTURN, you will need to have the vehicles specifications including turning capabilities. These specifications may be obtained from the manufacturer.

To create a custom vehicle, please refer to the Help -> Vehicles: To Create New Vehicles. You will be able to:

  1. Copy existing vehicle and edit its dimensions to create new one.
  2. Use one of the existing vehicle types, and enter your dimensions to create new vehicle.
  3. Create a new type and create your custom vehicle if there are no suitable types available.

Please note the vehicle Type defines the form of the vehicle (Number of Axles, Parts, etc). Therefore, you have to define a Type before you can specify the vehicle dimensions and create the vehicle.