Enterprise License Manager User Guide
Troubleshooting
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Troubleshooting

Contents

Troubleshooting

If an issue occurs with Enterprise License Manager, an error messages appears. The following status messages may display when there is an issue:

Unknown username and password for Enterprise License Manager login

Description

I do not know the username and password of the system when it was originally installed, so I cannot log into Enterprise License Manager.

Resolution

Log into the platform CLI with the OS administration credentials and use the license management list users command to view the username to use for signing into the Enterprise License Manager application. If you are not sure what the password is for this username, you can use the license management change user password command to change this password.

Configuration changes are not appearing in Enterprise License Manager

Description

I made a configuration change in my products, but I am not seeing a change in the requested licenses reflected in Enterprise License Manager.

Resolution

Enterprise License Manager synchronizes products every 24 hours. If you wish to see the latest configuration changes, choose Inventory > Product Instances and click Synchronize Now.

The following error message appears: “The cause of the error is unknown”

Description

I received the following error message: “The cause of the error is unknown”.

Resolution

Check the Enterprise License Manager log for details. If the cause of the error is not easily identifiable from these details, please open a Service Request using the TAC Service Request Tool, http:/​/​tools.cisco.com/​ServiceRequestTool/​create/​DefineProblem.do, or send an email to licensing@cisco.com. Please have your valid Cisco.com user Id and password available. As an alternative, you may also call our main Technical Assistance Center at 800-553-2447.

Product instance was modified, but changes are not reflected in license usage data

Description

I modified the configuration of a product instance, but I do not see it reflected in the license usage data in Monitoring > Dashboard and Monitoring > License Usage.

Resolution

When a product instance is added to the Enterprise License Manager, usage data is not available until the Enterprise License Manager synchronizes with the product instance. Synchronization happens once every 24 hours, or can be manually requested from Monitoring > License Usage using the Synchronize Now button.

Product instance was deleted, but is still showing up in license usage data

Description

I deleted a product instance, but I do not see it reflected in the license usage data in Monitoring > Dashboard and Monitoring > License Usage.

Resolution

When a product instance is deleted from Enterprise License Manager, usage data is not available until the Enterprise License Manager synchronizes with the product instance. Synchronization happens once every 24 hours, or can be manually requested from Monitoring > License Usage using the Synchronize Now button.

Product instance is not showing up in license usage data

Description

I added a product instance, but I do not see it reflected in the license usage data in Monitoring > Dashboard and Monitoring > License Usage.

Resolution

When a product instance is added to the Enterprise License Manager, usage data is not available until the Enterprise License Manager synchronizes with the product instance. Synchronization happens once every 24 hours, or can be manually requested from Monitoring > License Usage using the Synchronize Now button.

Product instance data in administration GUI does not match data Product Instances view in Enterprise License Manager

Description

The data I see for a product instance in the administration GUI for that product (for example, when I select Inventory > Product Instances > Launch Admin GUI) does not match what I see when I select the same product instance in Inventory > Product Instances.

Resolution

Changes in the configuration of a product instance are not seen in the Enterprise License Manager until the next synchronization following the configuration change. Synchronization happens once every 24 hours, or can be manually requested from Monitoring > License Usage using the Synchronize Now button.

Overage alerts are not appearing when Enterprise License Manager goes into overage

Description

I am not receiving any alerts when my Enterprise License Manager goes into overage.

Resolution

Overage alerts are generated by the product instances, not by Enterprise License Manager. Ensure that the product supports overage alerting. If a product supports overage alerting, it must be configured in the GUI for that product. For example, the administration interface in Unified CM allows you to specify which conditions are alerted and in what manner. Therefore, if you are not seeing overage alerts for Unified CM, you should verify that overage alerts are configured in Unified CM. If not, the alerts will be visible in the administration interface, but you will not receive those alerts via the mechanism you have selected (for example, email, SNMP, syslog).

Enterprise License Manager does not indicate a product overage

Description

My product says it is in overage, but my Enterprise License Manager does not show overage.

Resolution

If a product instance is unable to synchronize with its Enterprise License Manager, it goes into overage because it is unable to confirm that there are licenses available. Please check the last synchronization date for the product instance under Inventory > Product Instances. If synchronization is not occurring, verify that the credentials in the Enterprise License Manager for the product instance are accurate and that there is network connectivity between your Enterprise License Manager and the product instance.

Licenses are missing following restoration of Enterprise License Manager on a different server

Description

I have restored my Enterprise License Manager on a different server and I do not have any licenses.

Resolution

When you move your Enterprise License Manager to a different physical or virtual server, your licenses need to be rehosted to the new server and reinstalled. Please open a Service Request using the TAC Service Request Tool, http:/​/​tools.cisco.com/​ServiceRequestTool/​create/​DefineProblem.do, or send an email to licensing@cisco.com for next steps. Please have your valid Cisco.com user Id and password available. As an alternative, you may also call our main Technical Assistance Center at 800-553-2447.

Cannot bring system into compliance using the Upgrade Licenses wizard

Description

In the License Management > License Planning > Upgrade Licenses wizard, I am unable to bring the system into compliance.

Resolution

If, across all the product instances managed by your Enterprise License Manager, you are using more licenses than are already installed combined with those available from the product instances you are upgrading, you will not have sufficient licenses to upgrade to bring your Enterprise License Manager into compliance. You will need to purchase additional licenses to cover your needs, or reduce the number of licenses required by your product instances by changing their configuration.