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Troubleshooting Licensing in RSA NetWitness Platform version 11.3.x

Tasks

  1. Get the following information from the customer:
    • License Server ID
    • Serial numbers in question
    • Any error messages in the UI (such as the colored banners at the top of the UI with different types of license warnings)
  2. Search for the serial numbers in Salesforce:
    1. If the serial numbers are downloadable, go into Flexera and make sure that the serial numbers are mapped to the correct license server ID. If needed, request a site move with the Business Data Team to make sure that the serial numbers are tied to the correct site on which the license server ID is located.
    2. If the serial numbers show in Salesforce with "No SW Lic", check to see if there is a metered license that covers those serial numbers, if no service-based licenses were previously purchased for those serial numbers.
  3. Generate a response file from Flexera, email it to the customer, and upload it into the customer's UI. Then, refresh the licenses as well as the browser window to see if this resolves the issue.
    1. If there is an error uploading the response file, there could be a few possibilities for the issue:
      1. Under Admin > Security > Roles > "license-server", make sure that all of the permissions are checked. If they are not, check all of the permissions, apply the changes, and upload another response file.
      2. The file could be corrupted - try providing the customer with the response file again using the following methods, and then uploading it into the UI, refresh the licenses, and refresh the browser:
        1. Attach the response file (and/or a zipped response file) to the Salesforce case
        2. Upload the response file (and/or a zipped response file) to an FTP link
        3. Request that the customer generates the response file through their Download Central account
  4. If the response file uploads successfully and the license refresh & browser refresh do not resolve the issue, try any or all of the following steps: 
    1. SSH to the SA Server and open the "local-configuration.yaml" file in the /opt/netwitness/flexnetls directory.
      1. The "active-hostid" should not be commented out and should include the following: /ETHERNET
        # Specify the hostid to be used. Syntax: <license server ID found in the UI>/ETHERNET. Has to be one of the hostids seen
        # in the /api/1.0/hostids endpoint.
        active-hostid: <license server ID found in the UI>/ETHERNET
      2. If it does not follow the above format, edit the file to change the value of the "active-hostid" to  /ETHERNET, save the file, and then run the following commands to restart the flexnetls-RSALM service:
        • # systemctl stop flexnetls-RSALM
        • # systemctl status flexnetls-RSALM
        • Confirm that the flexnetls-RSALM service is active by running:
          # systemctl status flexnetls-RSALM
    2. SSH to the SA Server and run the following command:
      # wget http://localhost:3333/api/1.0/hostids
      1. This will generate a "hostids" or "hostids.#" file that is located in the same directory in which the wget command was ran.
      2. Open the file to make sure that the "value" of the "selected" hostid matches the license server ID found in the UI. 
        "selected" : {
        "type" : "ETHERNET"
        "value" : "<license server ID found in the UI>"
        },
    3. Navigate into the UI > Admin > Services > License Server > View > Explore > "license" directory > "fne" directory
      • Change "/features" to "/features?size=99" and a confirmation message should appear stating that the value was changed.
    4. SSH to the SA Server and run the following commands to restart the license server service:
      • # systemctl stop rsa-nw-license-server
      • # systemctl start rsa-nw-license-server
      • Confirm that the license server service is active by running: 
        # systemctl status rsa-nw-license-server
    5. SSH to the SA Server and run the following commands to restart the flexnetls-RSALM service (if not already restarted after modifying the local-configuration.yaml file):
      • # systemctl stop flexnetls-RSALM
      • # systemctl start flexnetls-RSALM
      • Confirm that the service is active by running: 
        # systemctl status flexnetls-RSALM
    6. SSH to the SA server and run the following command to restart jetty: 
      # systemctl restart jetty
    7. If none of the above steps resolve the issue, get the following from the customer:
      1. Screenshots from the UI of the licenses, if needed
      2. osreport from the SA Server, specifically looking for the most recent versions of:
        • /var/log/netwitness/license-server/license-server.log
        • /var/netwitness/uax/logs/sa.log
        • /var/log/messages
Note: After any of the steps 4.a-4.f (except for step 4.b). you may want to upload a response file, refresh the licenses, and refresh the browser window to see if that specific step resolves the issue before moving forward.

Product Details

RSA Product Set: NetWitness Platform
RSA Product/Service Type: NetWitness UI, SA Server
RSA Version/Condition: 11.3.x
Platform: CentOS
O/S Version: 7

Summary

The following steps can be performed for initial troubleshooting with licensing in RSA NetWitness Platform version 11.3.x.


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