I have a fixed license for TC. However, I am getting this error message when attempting to log in:"Error instantiating communication with backend."I have cleared the cache in Chrome but it did not resolve the issue. I have also copied and pasted the code into TC, but it still just looks for a floating license.

Based on what I see this is an ID-Based auth. I don't see anything related to this message in the troubleshooting links I have found however. If the simple stuff like running a repair, reinstall, host reboot or cache clear won't work, check your license server and then contact support.The link to your license portal should be https://manage.smartbear.comID-Based License articles.https://support.smartbear.com/testcomplete/docs/licensing/id-based/activate.htmlhttps://support.smartbear.com/testcomplete/docs/licensing/id-based/index.html... If you find my posts helpful drop me a like! 👍 Be sure to mark or post the solution to help others out and/or to credit the one who helped you. 😎

Unable to sign in to TestComplete with fixed license

9 Replies

scot1967
Champion Level 2
20 days ago
Hi TIrwin,

If you have ruled out any blocking issues in switches and firewalls on your side, TestComplete requires internet access, open an issue with support.

https://support.smartbear.com/testcomplete/message/

Require internet access.

https://support.smartbear.com/testcomplete/docs/general-info/configuring/windows-firewall.html?utm_source=chatgpt.com

... If you find my posts helpful drop me a like! 👍 Be sure to mark or post the solution to help others out and/or to credit the one who helped you. 😎
rraghvani
Champion Level 3
20 days ago
Close of kill the following processes, if they exist

Using either Chrome/Edge, log out of your account https://manage.smartbear.com/. Then clear your cache. Close and reopen Chrome/Edge, and then log back into https://manage.smartbear.com/ . TestComplete should then work after a few minutes.
- scot1967
  Champion Level 2
  20 days ago
  rraghvani Interesting. If the host has been restarted the tasks should not be a problem (killing them should certainly work) but the browser cache is not something I knew was related to license verification. Is there a KB article on this or a community post?
  - rraghvani
    Champion Level 3
    20 days ago
    It's just Chrome being annoying - similar to post Error when accessing license management site on Chrome | SmartBear Community
Hassan_Ballan
Champion Level 3
20 days ago
You specified "fixed license" did you mean "Key-based" Node-Locked License? based on your license type you could follow the troubleshooting referenced in https://support.smartbear.com/testcomplete/docs/licensing/index.html or contact support.

💬 If a response helped you out, don’t forget to Like it! And if it answered your question, mark it as the solution so others can benefit too.
scot1967
Champion Level 2
20 days ago
Based on what I see this is an ID-Based auth. I don't see anything related to this message in the troubleshooting links I have found however. If the simple stuff like running a repair, reinstall, host reboot or cache clear won't work, check your license server and then contact support.

The link to your license portal should be https://manage.smartbear.com

ID-Based License articles.

https://support.smartbear.com/testcomplete/docs/licensing/id-based/activate.html
https://support.smartbear.com/testcomplete/docs/licensing/id-based/index.html

... If you find my posts helpful drop me a like! 👍 Be sure to mark or post the solution to help others out and/or to credit the one who helped you. 😎
scot1967
Champion Level 2
20 days ago
Oops! Wrong link....

"ID-Based" license Article... I fixed my previous post.

https://support.smartbear.com/testcomplete/docs/licensing/id-based/index.html
scot1967
Champion Level 2
20 days ago
If you have questions or need assistance with licenses, please contact the Customer Care Team or Sales Representative:

Phone: +1 617-684-2600
Web: https://support.smartbear.com/message/?prod=TestComplete