Troubleshooting

Each entry below starts from a symptom you can see. If yours is not among them, the community forum is where Syside users work problems out together.

If you need direct support, please check the Help us help you section for what to include in your report, then email us at syside.support@sensmetry.com.

Installation issues

ModuleNotFoundError: No module named 'syside'

This error occurs when Automator is installed in a virtual environment that hasn’t been activated. To resolve this:

1. Navigate to the parent folder of your virtual environment in terminal

2. Run the activation command for your platform, which Activate the environment lists. With uv there is nothing to activate: run the script as uv run python script.py

import syside then succeeds in that terminal.

Modeler does not work under WSL

WSL runs Linux, so the Windows build of Modeler does not work inside it. Install the Linux version of Modeler there instead.

Licensing issues

License activation fails: the license servers are unreachable

Syside activates and validates licenses against keygen.sh, reached directly or through Sensmetry’s proxy. A strict corporate firewall commonly blocks both, which surfaces as failed activation, or as Syside downloads that stall.

Test both endpoints:

# test connectivity to Sensmetry's proxy
curl -i https://keygen.sensmetry.com/api/v1/ping

# test connectivity to the keygen.sh service behind it
curl -i https://api.keygen.sh/v1/ping

A reachable endpoint answers with status 200, as in HTTP/2 200. Anything else, including a timeout or a connection reset, means the address is blocked.

If either endpoint answers 200, Syside can validate licenses. A persistent activation failure is then something else, so contact syside.support@sensmetry.com. If neither answers:

1. Ask your IT department to allow Sensmetry’s proxy at https://keygen.sensmetry.com, and include a link to this documentation. The IP address of keygen.sensmetry.com is meant to be 34.51.251.77 indefinitely.

2. While waiting for approval, request a temporary offline license from syside.support@sensmetry.com. If you already have an offline license, then follow Offline license.

License file cannot be validated

A rejected license file has usually run out, since a file can work for up to a year from the day it was downloaded, or sits where Syside does not look: the path in SYSIDE_LICENSE_FILE if that is set, otherwise the place in your home directory that Import the license file gives. The third cause is a file written by an outdated version of syside-license. Where the syside-license tool is installed, see what the file allows and when it stops:

syside-license show license

It prints the license expiry, the date the file stops working offline, the path it was loaded from, and the tools it entitles. syside-license show location prints where Syside looks for the file. A file that has run out, or came from an outdated syside-license, is replaced: get a new file and import it again. One lying elsewhere is moved to where Syside looks. The next import syside or CLI run then succeeds. If the file is current, in the right place, from a current syside-license and still rejected, email syside.support@sensmetry.com with the first eight characters of your license key and the syside-license show license output.

Modeler issues

SysMLv2 Views panel is hidden

A custom VS Code layout can hide the SysMLv2 Views panel without an obvious button to reveal it. To find it again:

1. Press Ctrl/Cmd+P to open the Quick Open menu

2. Type view SysMLv2 Views and press Enter

The panel opens.

Help us help you

When reporting an issue, please provide the following information to help us diagnose your problem:

• A clear description of the issue you are experiencing

• The relevant .sysml file, or files if the model spans several

• For Automator issues, the .py script as well

For Modeler issues, please also provide the Syside Modeler output log by following these steps:

1. Open the Output panel:

   • Press Ctrl/Cmd+Shift+U or

   • Press Ctrl/Cmd+Shift+P and type “Output: Focus on Output View”

2. In the Output panel, select “Syside Modeler” from the dropdown menu (instead of “Tasks”)

3. Copy the entire log output and include it in your report

The Output panel and log should look like this: