COSMOlogic license error

We bought COSMOlogic software, including all the modules. After installation, I imported license.txt given by the engineer, and it said "license files are copied." But it still shows "license error". By clicking "check license", it seems that the software only read the costomer and contract ID, but failed to extract the keys. Other users in my group can install and register the software without error. What is the problem?