Loading IM Manager License shows error message: 'The license file is invalid or cannot be found.' When no Licenses in Symantec Shared Licenses Directory

Article:TECH89050  |  Created: 2008-01-25  |  Updated: 2014-05-08  |  Article URL http://www.symantec.com/docs/TECH89050
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Article Type
Technical Solution

Product(s)

Issue



When uploading an IM Manager license file in the IM Manager Administration Console the following error message is reported in a dialog box:

License Import Results:
Error: the license file is invalid or cannot be found


 

To upload a license through the IM Manager Administration Console perform the following steps:

1. Click on the Administration tab.
2. Click on Configuration|License menu item.
3. Click on the Browse... button.
4. Select the appropriate license file.
5. Click on the Upload button.

 

Conditions 

  • The license file being uploaded is a partial IM Manager license file.
    A full license file contains XML nodes with information about IM protocols like the following:

      <key>
      <name>IM MANAGER BASE</name>
      <version>8.0</version>
      <count>100</count>
      </key>

      <key>
      <name>IM MANAGER JABBER IM</name>
      <version>8.0</version>
      <count>100</count>
      </key>

      <key>
      <name>IM MANAGER LCS IM</name>
      <version>8.0</version>
      <count>100</count>
      </key>

      <key>
      <name>IM MANAGER SAMETIME IM</name>
      <version>8.0</version>
      <count>100</count>
      </key>

      <key>
      <name>IM MANAGER EXCHANGE IM</name>
      <version>8.0</version>
      <count>100</count>
      </key>

      <key>
      <name>IM MANAGER EXPORT</name>
      <version>8.0</version>
      <count>100</count>
      </key>

      <key>
      <name>IM MANAGER MSN IM</name>
      <version>8.0</version>
      <count>100</count>
      </key>

      <key>
      <name>IM MANAGER GOOGLE IM</name>
      <version>8.0</version>
      <count>100</count>
      </key>

      <key>
      <name>IM MANAGER YAHOO IM</name>
      <version>8.0</version>
      <count>100</count>
      </key>

      <key>
      <name>IM MANAGER AOL IM</name>
      <version>8.0</version>
      <count>100</count>
      </key>

       

  • There are no full IM Manager license files in the Symantec Shared License Directory.
    1. Log onto the server where the IM Manager Administration Console is installed.
    2. Open the directory C:\Program Files\Common Files\Symantec Shared\Licenses.
    3. Open each file in the directory and determine if it is a full license file. If not, then this condition is met.




 


Cause



IM Manager combines the new uploaded license with all licenses found in the Symantec Shared License Directory. The error message is reported when the combination of the licenses does not contain a full IM Manager license file.


Solution



Symantec is aware of this issue.  This article is updated as more information is available.  Subscribe to the article to receive updates.

Workaround

Use one of the following workarounds:

 

  • Copy all previous IM Manager licenses to the Symantec Shared License Directory.

 

    a. Download or copy all previous IM Manager licenses to the C:\Program Files\Common Files\Symantec Shared\Licenses directory.
    b. Re-Upload the IM Manager License.

    All previous licenses for IM Manager can be downloaded again from licensing.symantec.com using your serial numbers for IM Manager.

 

  • Copy the current IM Manager license from the IM Manager database and copy to Symantec Shared License Directory.

 

    a. Open the IM Manager Administration Console.
    b. Click on the Adminstration tab.
    c. Click on the Configuration|Licenses menu item.
    d. In the License Text box, copy the contents of the license and paste into a text editor.
    e. Remove all hypen characters (-) and less than characters (<) from the start of all lines. This ensures that the XML is properly formatted.
    f, Save the file to the directory C:\Program Files\Common Files\Symantec Shared\Licenses.
    g. Rename the filetype of the saved text file to a .slf file, example: old_license.slf.
    h. Re-upload the new license file.




References
IM Manager Installer Reports Error Message "The license file is missing or invalid" When Using Expired License File

How to Remove Unwanted Licenses From IM Manager Administration Console


 


Supplemental Materials

Value11369

Legacy ID



2008022516203554


Article URL http://www.symantec.com/docs/TECH89050


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