The case of the Softimage 2011 that stopped working after Softimage 2012 was installed


In this case, after the customer installed Softimage 2012, he couldn’t start Softimage 2011 anymore, and he got the famous “No interactive network license available” error.

In general, installing one version of Softimage shouldn’t cause any problems with any other versions.
The Softimage installation doesn’t touch the license server, and it updates only the setenv.bat file of the version being installed (setenv.bat sets the licensing-related environment variables).
Also, for Subscription customers, Softimage 2012 licenses include 2011, 2010, and 7.5 licenses, so the new license file can still run older versions.

However, there are some common configuration files that can be corrupted and cause problems.
In this case, the answer was in %TEMP%\SoftimageLicense.log:

2848    2011/04/14    19:59:34    Reason=Fatal error
2848    2011/04/14    19:59:34    ComputerName=EXAMPLE
2848    2011/04/14    19:59:34    OS=5.2.3790.Service Pack 2
2848    2011/04/14    19:59:34    File=AdlmIntLicense.cpp,Line=614
2848    2011/04/14    19:59:34    AdlmIntError=25 [The product key was not found]
1792    2011/04/15    20:10:57    Reason=Fatal error
1792    2011/04/15    20:10:57    ComputerName=EXAMPLE
1792    2011/04/15    20:10:57    OS=5.2.3790.Service Pack 2
1792    2011/04/15    20:10:57    File=AdlmIntLicense.cpp,Line=613
1792    2011/04/15    20:10:57    VendorID=6 [ADLMPIT]
1792    2011/04/15    20:10:57    VendorError=12 [The root information in Product Information Table XML file is missing]
1792    2011/04/15    20:10:57    Reason=Fatal error
1792    2011/04/15    20:10:57    ComputerName=EXAMPLE
1792    2011/04/15    20:10:57    OS=5.2.3790.Service Pack 2
1792    2011/04/15    20:10:57    File=AdlmIntLicense.cpp,Line=614
1792    2011/04/15    20:10:57    AdlmIntError=25 [The product key was not found]

The errors [The product key was not found] and [The root information in Product Information Table XML file is missing] mean that the ProductInformation.pit file is missing information or corrupted. ProductInformation.pit contains information for every Autodesk product installed on the system. You can find ProductInformation.pit here:

Windows XP:
C:\Documents and settings\All Users\Application Data\Autodesk\AdlM

Windows Vista:
C:\ProgramData\Autodesk\AdlM

By default, the AdlM folder is hidden. In Explorer, click Tools > Folder Options, and go to the View tab. Select the Show hidden files and folders option. You should now be able to see that folder.

There are two ways to fix the ProductInformation.pit file.

The hard way:

  1. Remove all Autodesk products.
  2. Rename the AdlM folder (for example, rename Adlm to Backup)
  3. Reinstall your Autodesk products.

Note that when you install your Autodesk products, you may get the error “1: 5 2 adlmPITRemoveProductInformation failed 3: 12”.
That is another symptom of ProductInformation.pit problems.

The easy way:
Copy the ProductInformation.pit file from another system.
This works as long as the other system has the same Autodesk software installed.

We have an internal PIT file viewer, which shows what product information is stored in a PIT file:

5 thoughts on “The case of the Softimage 2011 that stopped working after Softimage 2012 was installed

  1. I’m having this problem with Softimage 2013 after doing some major hardware replacing. I renamed the ProductInformation.Pit file hoping that Softimage would execute and create a new Pit file, unfortunately that didn’t work out. Is their a work around without re-installing ?

    • You have to reinstall to re-create a ProductInformation.pit file.

      What’s the problem? Did 2012 stop working after you installed 2013?
      What kind of license do you have…network or standalone? And are you on Subscription?

  2. Hi.
    Do you have a solution to view the ProductInformation.pit file? You mentioned above that you have a internal pit viewer? are you able to share???

    Thanks

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