Error "License Count for CMDB/Asset Management Solution has been exceeded. Licenses owned:1, in use:1" occurs when trying to use CMDB or Asset Management
|Article:TECH166149|||||Created: 2011-08-01|||||Updated: 2014-08-05|||||Article URL http://www.symantec.com/docs/TECH166149|
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When using CMDB Solution or Asset Management Solution, the error "License Count for CMDB/Asset Management Solution has been exceeded. Licenses owned:1, in use:1" occurs, even though only one license is being used. This prevents further use of CMDB or Asset Management.
License count for CMDB/Asset Management Solution has been exceeded. Licenses owned:1, in use:1
Asset Management 7.1
License count is only one for CMDB or Asset Management; rarer occasions can see multiple licenses still have this issue, even though there should be some free for use.
Note: This cannot occur with CMDB Solution 7.5 as it is no longer licenses and has not been reported for Asset Management 7.5. If this appears to be occuring for Asset Management 7.5, ensure that all solutions from this article are followed correctly, which should resolve the issue (and is therefore not the 7.1 defect re-occurring).
There are multiple causes for this issue:
- Timeouts occur when CMDB or Asset Management attempts to validate the license.
- Duplicate user accounts, usually one is created manually and one is imported through Active Directory.
- The computer accessing the console is doing so with both IPv4 and IPv6 enabled.
- There is a product defect when using CMDB 7.1 or Asset Management 7.1 when the license count for either is only one.
Product defects, Etracks 2412610, 2751628, 2813749 and 3163775.
These issues are resolved in CMDB Solution 7.5 and Asset Management Solution 7.5 . Due to the defects' complexity, point fixes for 7.1 will not be provided, however, the following workarounds can often resolve the issue in 7.1. Part 2: Verify that no duplicate user accounts exist and that the user account being used has been imported from Active Directory. Part 3: Ensure that the computer accessing the Symantec Management Platform Console is not using both IPv4 and IPv6.
Preliminary: Check if licenses are being consumed normally
Notes: (1) Before continuing, one license for CMDB or Asset Management will only grant one user in a Symantec Management Console access to those program's functions at a time. If it's possible another user is consuming the license, then this is working as designed. The other user must close their Console and then five minutes elapse for the license to be reclaimed, or the Altiris Service can be restarted. If the main user is 100% certain, however, that there are no other users, and only one license is available, than the issue that this article discusses is most likely the cause. (2) Also, this issue should therefore not be confused for when this occurs "normally", meaning, all licenses are actually validly being used. Close the workstation's console and then allow 10 to 15 minutes to pass for the license to be reclaimed for other users wishing to use CMDB or Asset Management, or, consider purchasing additional licenses to accommodate the number of Asset workers.
ORDER BY _eventTime DESC
Review the ItemName column and the User column. This may help show that there are actually more users than expected using CMDB or Asset Management, and where they are in the Altiris Console.
Review the User column. If this shows more than one user, then most likely Asset Management is indeed being used by more than one user simultaneously, thus the license usage exceeded error. (However, this, through the defect, may report incorrect information such as the User name being different for the same user.)
If the above checks show that the licenses are failing to be reused by the same user on the same computer, the following are workarounds that may resolve or reduce the frequency of the issue:
Part 1: Increase the Security Cache and Item Cache settings for the Symantec Management Platform.
a. From the Command Prompt window, type IISRESET /RESTART and press the Enter key.
b. Once IIS finishes restarting, close the Command Prompt window.
c. Click on the Windows Start button > Administrative Tools > Services.
d. Locate and right click on the Altiris Service > Restart.
e. Click on the Yes button.
Note: This is a common issue and often ends up being the cause and solution.
a. Log in as a different user account that is a Symantec Administrator, and then delete the user's record from Home > Service and Asset Management > Manage Configuration Items > Organizational Types > User, and/or from Accounts, from step 2.
b. Perform a new AD import by clicking on Settings > All Settings > Notification Server > Microsoft Active Directory Import, Users.
c. Re-add the user to the appropriate roles from step 2.
d. Log in as that user and try to reproduce the issue.
Part 4: If the above normal solutions all fail, upgrade the CMDB Solution or Asset Management Solution license node count to greater than 1.
The only other way to resolve this is to apply a new license for the product that has the issue (either CMDB Solution and/or Asset Management Solution, depending on the product in the error) that has more than 1 node count. Purchase a new license from Symantec Sales, or apply the temporary limited licenses attached to this article to accomplish this.
Altiris IT Management Suite or Symantec-based Endpoint Management solutions may be affected - Microsoft Update (KB 2661254)
a. If possible, reboot the Symantec Management Platform.
b. If the issue still occurs, this may be caused by a corrupted license file. Use the RemoveLicense.exe tool found in the folder <install directory>:\Program Files\Notification Server\Bin\Tools to remove the old license, of which there may be several for the affected product, then reinstall the license from the Symantec Installation Manager. WARNING: The user should not remove the old license if they are not sure where the .txt license file is located at, as otherwise they will then be unable to reinstall this in Symantec Installation Manager.
If the RemoveLicense.exe tool cannot be used, manually remove the licenses using the instructions in the following article:
How to manually remove licenses without the license removal tool
How do Asset Management Solution and CMDB Solution licenses work?
These issues are resolved in CMDB Solution 7.5 and Asset Management Solution 7.5 . Due to the defects' complexity, point fixes for 7.1 will not be provided, however, the following workarounds can often resolve the issue in 7.1.
Part 2: Verify that no duplicate user accounts exist and that the user account being used has been imported from Active Directory.
Part 3: Ensure that the computer accessing the Symantec Management Platform Console is not using both IPv4 and IPv6.
Article URL http://www.symantec.com/docs/TECH166149