This document describes general troubleshooting steps for Enterprise License Manager (ELM) and Prime License Manager (PLM). Perform the given checklist before opening a TAC case.
Cisco recommends that you have knowledge of these topics:
Cisco Unified Communication Manager (CUCM)
License architecture of ELM/PLM
License installation in ELM/PLM
The information in this document is based on these software and hardware versions:
Cisco Unified Communication Manager (CUCM) 126.96.36.19900-11 and 10.5.2.12900-14
Cisco Enterprise License Manager and Cisco Prime License Manager
The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, make sure that you understand the potential impact of any command.
Problem 1. "Security Error in Synchronization Status" error appears when you add Product Instance in ELM/PLM.
Security error triggers because of Network Time Protocol (NTP) synchronization issue in CUCM. In this case, log in to CLI and check the NTP sync status by running utils NTP status command.
Ensure that NTP is synchronized correctly to NTP reference and NTP stratum is less than five.
Problem 2. "Application Error in Synchronization status" error appears when you add Product Instance in ELM/PLM.
When you observe Application Error please delete and re-add the Product Instance to fix the issue. If that does not help, login to CLI and run license management reset registration command which will rest the registration of the instance, and then add Product Instance and get the license re-hosted from the Licensing team.
Problem 3. "Unrecognized License Type" error appears when you add Product Instance in ELM/PLM.
This error is observed when you add CUCM10.X as Product Instance in ELM (9.X). In order to avoid the error, install the COP file elm_LicenseDef_9_1_v1.cop.sgn.
Problem 4. "Product Instance registration failed" error appears when you add Product Instance in ELM/PLM.
This error is observed when you try to add the Product Instance in Multiple ELM/PLM servers. You can select yes as showed in the screenshot to delete the entry from other server and get it added to the new one.
Problem 5. "Service Not Responding" error appears when you add Product Instance in ELM/PLM.
If you observe the error Service Not Responding, make sure that the ELM services are running. Then log in to CLI and run the license client reset registration command to fix the issue.
Problem 6. "Instance Unreachable" error appears when you add Product Instance in ELM/PLM.
This error is observed when you add incorrect IP address of the publisher in the Product Instance. Therefore, make sure that you enter the correct publisher IP address.
The same error is observed when you do not have connectivity between CUCM publisher and ELM server (Standalone). Check the Network connectivity between ELM and CUCM Publisher.
Problem 7. Unable to add Product Instance after changing the CUCM publisher IP address/ Hostname.
This error is observed when the wrong IP address is entered in the UCM_state file and it is documented in defect CSCtz94469. Please contact TAC for the workaround to fix the issue.
Problem 8. Prime License Manager blank login page/unable to login error.
This issue is documented in defect CSCur95552 . Refer to the defect for the workaround to fix the issue.