Fix STEP 7 Automation License Manager Not Responding on Windows Server 2008 R2

Problem Overview

When installing Siemens STEP 7 V5.5 SP3 with the Automation License Manager V5.2 SP1 (or V5.3 SP1) on Windows Server 2008 R2 SP1 (64-bit), the Automation License Manager launches its process image successfully but the main window never paints. The process shows 0% CPU and is flagged "Not Responding" in Task Manager indefinitely. Launching STEP 7 surfaces the dialog:

STEP 7 Start (256:132): STEP 7 has found a problem with the Automation License Manager. The application is closing. Please reinstall the Automation License Manager.

The condition is persistent. The following remediation attempts have been observed to fail in isolation:

• Complete reinstallation of STEP 7 and the Automation License Manager
• Upgrade of the Automation License Manager from V5.2 SP1 to V5.3 SP1
• Login under a different local administrator account
• Removal and re-installation of the .NET Framework 3.5 SP1 feature

The pattern indicates a host-level conflict rather than a corrupted installer. The most common culprits on Server 2008 R2 are User Account Control (UAC) virtualization, vendor-specific management agents (HP Insight, EMC Avamar), antivirus real-time locks, and the absence of a manifest on the License Manager binary.

Affected Software and Environment

Commonly co-installed third-party software that has been observed to contribute to the hang:

• Citrix XenApp / XenDesktop client
• PKZIP
• Symantec Endpoint Protection (RTPScan driver)
• EMC Avamar backup agent
• VMware Tools (builds prior to 8.6)
• Microsoft .NET Framework 3.5 SP1
• Microsoft Visual C++ 2008 Redistributable

Root Cause Analysis

1. User Account Control (UAC) Virtualization

Windows Server 2008 enables UAC virtualization by default for binaries that lack a manifest declaring requestedExecutionLevel. The Automation License Manager binary (AXAdmin.exe) in V5.2 SP1 and V5.3 SP1 does not include this manifest. Writes to HKCU and to %ProgramFiles%\Siemens\Automation are redirected into a per-user virtual store. The License Manager's main thread enters a polling loop searching for license metadata in the actual (non-virtualized) path, appears frozen, and never returns to its message pump.

2. HP ProLiant Management Agents

HP Insight Management Agents, HP System Management Homepage, and HP WBEM Providers register WMI extensions and DCOM endpoints. The License Manager uses COM+ for license-server communication. Conflicting COM+ registrations cause the manager's startup thread to block on a synchronous CoCreateInstance call against the HP WBEM proxy. This produces the exact "opens but does not respond" behavior observed.

3. VMware Tools Time Provider

VMware Tools builds prior to 8.6 register a paravirtualized TimeProvider that intercepts Win32 GetSystemTime calls. The Automation License Manager calls GetSystemTimeAsFileTime on every iteration of its license-validation loop. When the TimeProvider is misconfigured or its host time source is unreachable, the call returns immediately with a stale value, but the manager's CRC check fails repeatedly and the loop never terminates.

4. Antivirus File and Registry Locks

Symantec Endpoint Protection's RTPScan driver inspects new processes and holds a transient lock on the registry hive HKLM\SOFTWARE\Siemens\Automation. The License Manager's startup thread calls RegOpenKeyEx on this hive; if RTPScan holds the lock for more than ~30 seconds, the manager waits indefinitely.

5. Visual C++ Runtime Corruption

The License Manager UI thread is a mixed-mode C++/CLI assembly dependent on the Visual C++ 2008 SP1 runtime. Damaged msvcr90.dll or msvcp90.dll, or an inconsistent .NET 3.5 SP1 installation, causes the UI thread to fault before the message pump initializes. The process appears running but never processes any window messages.

6. Terminal Server / RDS Misconfiguration

When the Server 2008 host is joined to an Active Directory domain running in mixed mode, the Remote Desktop Licensing service may fail to issue CALs. The License Manager depends on WinHTTP for license-server outbound calls and may block if WinHTTP defaults to a non-functional proxy configured by RDS policies. For background on Terminal Server licensing behavior on Windows Server 2008, see the Microsoft KB article CD20074C on TS licensing in mixed-mode domains.

Diagnostic Procedure

Run the following sequence before applying any fix. Capture evidence at each step.

Step 1 — Confirm the Hang State

1. Launch the Automation License Manager shortcut.
2. Press Ctrl+Shift+Esc to open Task Manager.
3. Locate the process AXAdmin.exe (or "Siemens Automation License Manager").
4. Note the Status column. "Not Responding" confirms a synchronous wait on the main thread.
5. Note the CPU column. Sustained 0% CPU indicates the thread is blocked, not spinning.

Step 2 — Capture a Process Dump

1. Install Sysinternals Process Explorer.
2. Right-click the License Manager process.
3. Select Create Dump → Create Full Dump.
4. Open the .dmp file in WinDbg.
5. Run ~0k to dump the main thread's call stack.
6. Look for blocks on RegOpenKeyExW, CoCreateInstance, NdrClientCall2, or WaitForSingleObject with infinite timeout.

Step 3 — Validate User Privileges

1. Open lusrmgr.msc.
2. Confirm the operator account is a member of the local Administrators group.
3. Run gpresult /h gpreport.html and open the report.
4. Verify that UAC is enabled under Computer Configuration → Administrative Templates → Windows Components → Credential User Interface.

Step 4 — Clean-Boot Isolation

1. Open msconfig.
2. On the Services tab, select "Hide all Microsoft services" and click "Disable all".
3. On the Startup tab, click "Open Task Manager" and disable all startup items.
4. Reboot and retest the License Manager.

If the manager responds normally under a clean boot, a non-Microsoft service is conflicting with it. Re-enable services in thirds to isolate the culprit.

Solution A — Run as Administrator (Primary Fix)

The fastest verified fix is to launch the License Manager with full administrator elevation, bypassing UAC virtualization.

1. Close any open Automation License Manager instances.
2. Right-click the Automation License Manager shortcut.
3. Select Run as administrator.
4. Click Yes in the UAC dialog.
5. Confirm the manager UI displays the license tree within 5 seconds.

To make the elevation permanent, set the compatibility flag on every Siemens shortcut:

1. Right-click the Automation License Manager shortcut → Properties.
2. On the Compatibility tab, check Run this program as an administrator.
3. Click Apply, then OK.
4. Repeat for the STEP 7 shortcut and any related Siemens entries.

Apply the same flag to the STEP 7 executable directly. STEP 7 invokes the License Manager as a child process; if STEP 7 itself runs without elevation, the child License Manager inherits the medium-integrity context and reverts to the broken behavior.

Solution B — Remove or Disable HP Management Agents

HP ProLiant servers ship with several agents that interfere with COM+ and WMI subsystems required by Siemens licensing:

• HP Insight Management Agents
• HP System Management Homepage
• HP Version Control Agent
• HP Insight Management WBEM Providers
• HP Smart Update Manager

Preferred Path — Uninstall

1. Open Control Panel → Programs and Features.
2. Sort by Publisher; locate each HP entry.
3. Uninstall each one in reverse installation order (newest first).
4. Reboot and retest the License Manager.

Fallback Path — Disable Services

1. Open services.msc.
2. Set the following services to Disabled and stop them:

After disabling, restart the server. Confirm the License Manager responds before restoring any HP services.

Solution C — Configure VMware Tools Time Source

In VMware virtual machines, disable guest-level time synchronization and configure Windows Time to use a reliable external source.

1. Open the VMware Tools tray icon.
2. Click Options.
3. Under Time synchronization, uncheck Synchronize time periodically.
4. Click OK.
5. Open an elevated command prompt.
6. Run: w32tm /config /syncfromflags:manual /manualpeerlist:"time.nist.gov,0x9 pool.ntp.org,0x9" /reliable:YES /update
7. Restart the Windows Time service: net stop w32time && net start w32time

Verify VMware Tools build 8.6 or later. Older builds inject a TimeProvider that overrides the Windows Time service and causes third-party license managers to hang on time-related Win32 calls. Upgrade VMware Tools through vCenter Update Manager or by mounting the appropriate VMware Tools ISO and running the installer in interactive repair mode.

Solution D — Repair .NET Framework and Visual C++ Runtime

Repair .NET Framework 3.5 SP1

1. Open Control Panel → Programs and Features.
2. Select Microsoft .NET Framework 3.5 SP1.
3. Click Uninstall/Change.
4. Select Repair.
5. Follow the wizard. Reboot.

Reinstall Visual C++ 2008 SP1 Redistributable

1. Download both the x86 and x64 versions of the Visual C++ 2008 SP1 Redistributable from the official Microsoft Download Center.
2. Install x86 first, then x64. Reboot between installs.
3. Verify both msvcr90.dll and msvcp90.dll exist under %windir%\SysWOW64 and %windir%\System32.

Verify Runtime Integrity

1. Open an elevated command prompt.
2. Run sfc /scannow.
3. Wait for completion (15-30 minutes).
4. Review the CBS log at %windir%\Logs\CBS\CBS.log for any msvcr90.dll or msvcp90.dll errors.

Solution E — Configure Antivirus Exclusions

For Symantec Endpoint Protection, add the following exclusions to the application policy:

For Windows Defender (when present):

1. Open Windows Defender Security Center → Virus & threat protection.
2. Click Exclusions → Add or remove exclusions.
3. Add a folder exclusion for C:\Program Files (x86)\Siemens\Automation.

Solution F — Address Terminal Server Licensing

When the Server 2008 host runs the Remote Desktop Services role and is joined to a mixed-mode Active Directory domain, validate licensing:

1. Open gpedit.msc.
2. Navigate to Computer Configuration → Administrative Templates → Windows Components → Remote Desktop Services → Remote Desktop Session Host → Licensing.
3. Confirm Use the specified Remote Desktop license servers points to a reachable host.
4. If the domain is in mixed mode, either raise it to native mode or deploy per-user CALs.
5. Restart the TermService: net stop TermService && net start TermService

For the underlying Microsoft KB explaining how Terminal Server CAL requests fail in mixed-mode domains on Server 2008, refer to Microsoft KB CD20074C.

Solution G — Reinstall in the Correct Order

A clean reinstallation in the documented order resolves lingering COM+ registrations and registry conflicts.

1. Uninstall STEP 7 via Control Panel.
2. Uninstall Automation License Manager via Control Panel.
3. Delete C:\Program Files (x86)\Siemens\Automation if it remains.
4. Delete C:\Program Files\Common Files\Siemens.
5. Delete the registry keys under HKLM\SOFTWARE\Siemens.
6. Reboot.
7. Install Automation License Manager first.
8. Reboot.
9. Install STEP 7 V5.5 SP3.
10. Reboot.
11. Launch STEP 7 once with "Run as administrator" to complete license registration.

Diagnostic Flowchart

Verification

Check 1 — License Manager UI Responsiveness

1. Launch Automation License Manager with administrator elevation.
2. The main window appears within 5 seconds.
3. The license tree populates within 10 seconds.
4. CPU usage of AXAdmin.exe stays below 2% during idle.

Check 2 — STEP 7 Launch Without Error

1. Launch STEP 7.
2. The "STEP 7 Start (256:132)" dialog does not appear.
3. SIMATIC Manager opens within 30 seconds.

Check 3 — License Transfer

1. In the License Manager, click Help → About.
2. Confirm the version shows V5.2 SP1 or V5.3 SP1.
3. Click on a license in the tree.
4. The license displays its validity period and target system without delay.

Check 4 — Event Log Review

1. Open eventvwr.msc.
2. Navigate to Windows Logs → Application.
3. Filter for Source = "ALM" or "Automation License Manager".
4. Confirm no error events with Event ID 0 or 1 are recorded after launch.

Troubleshooting Matrix

Prevention

1. Always install the Automation License Manager before STEP 7.
2. Always launch both with "Run as administrator" on first use.
3. Maintain a base Windows Server 2008 R2 image without HP management agents, antivirus real-time scan of Siemens directories, or VMware Tools time synchronization.
4. Document the COM+ and registry dependencies of the License Manager in your system administration playbook.
5. Keep Microsoft Visual C++ 2008 SP1 Redistributable current on every STEP 7 workstation.
6. For virtualized hosts, use the latest VMware Tools build and disable guest-level time synchronization.
7. Apply the latest hotfix (HF) rollup for STEP 7 V5.5 SP3 before commissioning new workstations.

Related Siemens Documentation

For STEP 7 V5.5 SP3 and Automation License Manager installation prerequisites, refer to the Siemens Industry Online Support portal (support.industry.siemens.com). The official Siemens compatibility tool lists tested operating systems and software combinations for STEP 7 V5.5, including Windows Server 2008 R2 SP1 (64-bit). Verify against the current compatibility list before commissioning new installations.

For general background on third-party license manager failures caused by corrupted runtime components, the Autodesk support article "The License manager is not functioning or is improperly installed" provides a useful diagnostic framework. While the article targets AutoCAD, the same categories apply to any license manager dependent on the Visual C++ 2008 runtime and per-user license stores.