The multiple causes for this issue are product defects and will be resolved in a future version of CMDB and Asset Management. Due to the complexity of the numerous defects, however, this issue will not be addressed by point fixes in 7.1x.

Note: 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.

There 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

1. On the Symantec Management Platform Server, open a Command Prompt window as an Administrator user.
2. Type CD <install directory>:\Program Files\Altiris\Notification Server\Bin\Tools and press the Enter key, where "<install directory>" is the drive, usually C, where Altiris is installed to.
3. Type NSConfigurator.exe and press the Enter key. This runs the NSConfigurator tool.
4. Click to expand the folder Security Settings.
5. Click on SecurityCacheSize.
6. Double its Value. By default, this is 50,000; change this then to 100,000.
7. Click on the Save button.
8. Click to expand the folders User Interface > Tree > Cache.
9. Click on ItemCacheSize.
10. Double its Value. By default, this is 3,000; change this then to 6,000.
11. Click on the Save button.
12. Close NS Configurator.
13. When next possible, restart IIS and the Altiris Service:
    
    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.
     

 Part 2: Verify that no duplicate user accounts exist
 

1. In a Symantec Management Platform Console, click on Settings> Security> Account Management.
2. Click on Accounts.
3. Verify that no duplicate roles exist for the CMDB and/or Asset Management user. If so, remove any that were created manually.
    

Part 3: Ensure that the computer accessing the Symantec Management Platform Console is not using both IPv4 and IPv6 (Internet Protocol Version)

1. In a Symantec Management Platform Console, click on Home > Service and Asset Management > Manage Configuration Items.
2. Click to expand the folder Computers and Peripherals.
3. Click on Computer.
4. Locate and right click on the computer > Resource Manager.
5. In the Network section, check for IP addresses using IPv4 and IPv6. If both are used, using Windows Networking (which is not covered by these instructions), disable one of the IP addresses/network cards, if possible. If this is not possible, a different computer may need to be used for CMDB or Asset Management functions, as this issue on the original is still affected by having two types of IP addresses.

Part 4: Download the temporary CMDB license* attached to this article and install it

* Note: Part 4 is only applicable if CMDB encounters the issue. If Asset Management encounters the issue, there is no temporary license for Asset Management nor can one be provided. If Parts 1 through 3 fail to resolve the issue for Asset Management, the only other solution is for the user to purchase more than one Asset Management license. Licenses can be purchased through the user's Symantec Sales representative or directly from Symantec Business Sales at (800) 745-6054. 
 

1. Download the appropriate CMDB license from this article. One is in 1024-bit format and should be used when the following article is applicable to the user's environment:
   
   Altiris IT Management Suite or Symantec-based Endpoint Management solutions may be affected - Microsoft Update (KB 2661254)
   http://www.symantec.com/business/support/index?page=content&id=TECH194869
    
2. Unzip the license file to the desktop or to a folder where license files are stored at on the hard drive.
3. Click on the Windows Start button > All Programs > Symantec > Symantec Installation Manager > Symantec Installation Manager.
4. Click on "Add/Update licenses".
5. Click on the "Install Licenses" button.
6. Navigate to where the license file was unzipped to from step 2.
7. Click to select the license file.
8. Click on the Open button.
9. Continue through any other prompts to finish installing the license.
10. Once back to the main window, close Symantec Installation Manager.
11. Wait five minutes for the license to release or restart the Altiris Service to immediately release the license.

 
Please Note: If these workarounds do not resolve the issue with CMDB and/or Asset Management, the only other solution is for the user to purchase more than one license for each affected product. Licenses can be purchased through the user's Symantec Sales representative or directly from Symantec Business Sales at (800) 745-6054.

Troubleshooting when multiple licenses still see the issue

1. This issue may rarely occur even if there are more than one available license. If so, the Altiris Service can be reset to see if this helps.
2. If restarting the Altiris Service did not help, reboot the Symantec Management Platform next.
3. 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, then reinstall it from Symantec Installation Manager. Note: 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.