When to use this
Follow these steps if you have license problems (for example “license not found” or random license drops) and Support has asked for your Sentinel access.log and error.log
Step 1 – Open the Sentinel page
- On the affected computer (or license server), open a web browser.
- In the address bar, type: http://localhost:1947 and press Enter.
- If the Sentinel Admin Control Center page opens, continue to Step 2
If the page does not open, just tell Support what you see and continue with the next steps where possible.
Step 2 – Find the log folder
The log files are normally in a standard folder, depending on your operating.
Windows
- Open File Explorer.
- Go to: C:\Program Files (x86)\Common Files\Aladdin Shared\HASP\
- Look in this folder, and if it exists, also in the log subfolder for:
- access.log
- error.log
- Any similar files with numbers in the name (for example access_00001.log).
Linux or MacOS
- Open a terminal.
- Check these folders: /var/hasplm
/var/hasplm/log - Look for:
- access.log
- error.log
- Any similar, rotated log files.
If you cannot find the files, just tell Support which folders you checked and what you see.
Step 3 – Send the files to Support
- Select the access.log, error.log, and any similar log files you found (with numbers or dates in the name).
- Compress them into a single ZIP file (right‑click > “Send to > Compressed (zipped) folder” on Windows, or use “Compress” on macOS).
- Attach the ZIP file to your support ticket.
Please also include in your message:
- Approximate date and time when the problem last happened.
- Name of the computer and the application you were using.
- Any exact error message text you saw, or a screenshot.
This information helps Support quickly find the relevant entries in your log files and diagnose the license issue.