Troubleshooting Common Issues¶

Offline Environments     Online Environments

This section describes the common issues and workarounds while working with the license server

General Issues¶

My PCoIP session licenses have disappeared¶

Your licenses have most likely expired. Contact HP Sales to re-activate your licenses.

I forgot the administrative user password of my Anyware License Server¶

For Online Servers¶

If you forget the administrative user password of your HP Anyware License Server, you will no longer run most administrative commands. However, you can still adjust proxy settings and change the listening port.

The administrative user password HP Anyware License Server is not recoverable; however, you can restore the default password if you destroy and rebuild the license server's trusted storage. If trusted storage contains any active licenses, FlexNet Operations will restore them once the trusted storage is rebuilt.

Rebuild Trust Storage in Online Environment¶

1. Stop the LLS service:

   1. Navigate to Services > HP Anyware License Server.

   2. Stop the service.

2. Make a copy the Trust Storage of the license server available at: C:\ProgramData\HP\HP Anyware License Server\trustStorage\tsBackup.

3. Delete the Trust Storage.

4. Delete the trustStorage folder.

5. Start the LLS service:

   1. Navigate to Services > HP Anyware License Server.

   2. Start the service.

Restore the Trust Storage Backup¶

1. Stop the license server.

   1. Navigate to Services > HP Anyware License Server.

   2. Stop the service.

2. Use the -restore-database or -restore-service-database argument with the command that runs the license server script to restore trusted storage. 

   cd "C:\Program Files\HP\HP Anyware License Server\server"
   flexnetls.bat -restore-database "C:\ProgramData\HP\HP Anyware License Server\trustStorage\tsBackup\flexnetls_licenses.mv.db.ts"
   

3. Start the license server.

   1. Navigate to Services > HP Anyware License Server.

   2. Start the service.

   Note: Best Practice

   The best practice is to never delete any files in directory containing the corrupted trusted storage; allow the restoration process to fix the issue. However, if for some reason you need to remove the corrupted data, delete only flexnetls_licenses.mv.db.

   One basic method to verify a restored trusted storage to its previous uncorrupted state is to check the feature counts using pcoip-list-license command.

For Offline Servers¶

If you forget the Anyware License Server administrative password, you will not be able to run most of the administrative commands. however, you will be able to adjust proxy settings and change the listening port.

The Anyware License Server administrative password is not recoverable. Follow these steps to restore the administrative access.

Restore the Administrative access¶

1. Destroy the Anyware License Server's trusted storage folder available at: C:\ProgramData\HP\HP Anyware License Server\trustStorage\tsBackup

2. Reinstall the Anyware License Server.

3. Set a new Anyware License Server administrative password.

4. Reactivate any licenses that were previously activated on the Anyware License Server. The activation code (or keys) used must be identical to the original activations in order to preserve your licenses.

I've renewed my existing licenses, but the expiration date has not been updated¶

It can take up to 24 hours for the license server to retrieve an update from FlexNet Operations. This delay will not impact your users who will be covered by a 7-day grace period.

To force an immediate update, either restart the license server or re-activate an activation code.

When I activate additional licenses under an existing activation code, the number of activated licenses I get is wrong.¶

When you supply an activation count (-c) to pcoip-activate-*-license, you are setting the total number of licenses that should be active under that code. If you have 10 licenses and want to activate 5 more, you should run the activation command with -c 15 (not -c 5).

The Anyware Agent reports that there are no available licenses.¶

If the Anyware Agent reports that that no licenses are available, consider the following possibilities:

• The HP Anyware License Server may be incorrectly configured and unable to communicate with your PCoIP Agents. The Anyware License Server should be available at https://<license-server-address>:<port(default=7070)>/request.
• Anyware Agents must be configured to use the same port number as your HP Anyware License Server. By default, this is 7070. If you change the listening port on the PCoIP License Server, you must also configure your Anyware Agents to use the new value.
• The HP Anyware License Server may not have enough free licenses. Use pcoip-list-licenses to verify your available license count.

Error Messages¶

ERROR: Connection to server failed or refused¶

Check that the license server service is running:

Navigate to Services app > Check the status of "HP Anyware License Server" service

If it is, ensure that the listening port is open (the default listening port is 7070). To quickly check that the correct listening port is open, use a browser to visit the following URL:

**Synchronizing the changes from main server to the backup**

https://<license-serve-ip-address>:<port>/api/1.0/health

Too many failed logins¶

This error means that the provided password has been incorrect three consecutive times while attempting to access the HP Anyware License Server trusted storage. If the incorrect password has been provided three or more times consecutively, the license server will block access to administrative commands for 10 minutes or until the license server is restarted.

ACTIVATION_ID_COUNT_EXCEEDED

This error means you are attempting to activate more licenses than the activation code allows. Most likely, one or both of these conditions has been met:

Some or all of the licenses for this activation code have already been activated on other HP Anyware License Server instances and are still not available enough to complete your request. To activate these licenses on the current HP Anyware License Server instance, you must first return them on the other instances. You have specified a larger license count than the given activation code manages.

ACTIVATION_ID_INVALID

This error means you have provided an invalid activation code. Make sure you have entered the activation code string correctly, including any symbols like dashes (-).

Logs¶

License Server logs are located in C:\ProgramData\HP\HP Anyware License Server\logs

Network is unreachable¶

Check the firewall to ensure the license server has network access.

Name or service unknown¶

The specified server address could not be resolved. Ensure that the server is a valid target and the DNS is properly configured.

Connection to _____ has been refused¶

Ensure that your proxy is configured correctly. See Configuring Proxy Settings.

Error message could not be retrieved¶

Ensure that your proxy is configured correctly. See Configuring Proxy Settings.

Proxy authentication required¶

The proxy server requires authentication, but it was not provided in the proxy configuration. See Configuring Proxy Settings.