ServiceDesk Reporting No Licenses when Licenses are Available at the SMP Server

Article:TECH155302  |  Created: 2011-03-10  |  Updated: 2011-10-12  |  Article URL http://www.symantec.com/docs/TECH155302
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Article Type
Technical Solution

Product(s)

Issue



ServiceDesk may produce errors indicating no licenses are available when there are licenses available for ServiceDesk.


Error



There may be latency experienced when the ServiceDesk server attempts to access the ./Altiris/ServiceDesk/Licensing.asmx/GetLicenseCount ASMX function on the SMP server.  If the request times out, the ServiceDesk server will cache the NULL count for licenses for either 20 minutes or until the server extensions are restarted.

The Logicbase.serverextensions.exe.log will have errors referring to the SD licensing Service similar to the following.

Error,Sunday, March 13, 2011 3:00:23 AM,[unknown] Failed querying NS for license status
[unknown] -- error.ToString() --
[unknown] System.Net.WebException: The operation has timed out
[unknown]    at System.Web.Services.Protocols.WebClientProtocol.GetWebResponse(WebRequest request)
[unknown]    at System.Web.Services.Protocols.HttpWebClientProtocol.GetWebResponse(WebRequest request)
[unknown]    at System.Web.Services.Protocols.SoapHttpClientProtocol.Invoke(String methodName, Object[] parameters)
[unknown]    at SD.Licensing.SDLicensingService.Licensing.GetLicenseCount()
[unknown]    at SD.Licensing.ServiceDeskLicensingClient.QueryLicenseCount()

Error,Sunday, March 13, 2011 3:00:38 AM,Connection failed. Returning no license present. Please check your Notification Server settings. System.Net.WebException: The operation has timed out
   at System.Net.HttpWebRequest.GetResponse()
   at SD.Licensing.ServiceDeskLicensingClient.ServiceAvailable()
Error,Sunday, March 13, 2011 3:00:58 AM,[unknown] Failed querying NS for license status
[unknown] -- error.ToString() --
[unknown] System.Net.WebException: The operation has timed out
[unknown]    at System.Web.Services.Protocols.WebClientProtocol.GetWebResponse(WebRequest request)
[unknown]    at System.Web.Services.Protocols.HttpWebClientProtocol.GetWebResponse(WebRequest request)
[unknown]    at System.Web.Services.Protocols.SoapHttpClientProtocol.Invoke(String methodName, Object[] parameters)
[unknown]    at SD.Licensing.SDLicensingService.Licensing.GetLicenseCount()
[unknown]    at SD.Licensing.ServiceDeskLicensingClient.QueryLicenseCount()

 


Environment



ServiceDesk 7.0, MR1, MR2


Cause



Network and / or server latency.


Solution



Updated DLLs have been provided to address this situation.  The updated DLLs incorporate richer error identification and error handling which enable them to recover from the situation.  These enhancements will be included in the GA releases of future products.

For customers currently experiencing this issue on SD 7.x, download the attached zip file to access the updated DLL files and follow the instructions included below to implement the fix.

CAUTION:  System will be unavailable during this update.

On the ServiceDesk / Workflow Server

1 - Stop the "LogicBase 2006 Server Extensions" service.

2 - Issue the command

IISRESET /STOP  

3 - Make a backup copy of the following files:

[workflow dir]\shared\logicbaselib\LogicBase.Core.dll
[workflow dir]\server extensions\plugins\SD.Licensing.dll

Important: These must be saved to a different location. ideally, this would be a subfolder in each of these folders called Old DLL Files. If copies of these remain, even renamed copies, this can prevent the Logicbase 2006 Server Extensions service to fail to start.

4 - Replace the following files with the files contained in the attached zip file:

[workflow dir]\shared\logicbaselib\LogicBase.Core.dll
[workflow dir]\server extensions\plugins\SD.Licensing.dl

5 - Issue the command

IISRESET /START

6 - Start the "LogicBase 2006 Server Extensions" service.


Attachments

LicensingFix zip
Licensing Fix.zip (1.2 MBytes)


Article URL http://www.symantec.com/docs/TECH155302


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