License Troubleshooting
This topic assumes you have followed the instructions included with your license or the instructions on the Licensing page. If you are experiencing problems with your license, please refer to the section below that corresponds to your situation:
Node-locked License
A node-locked license should contain the following line near the top of the license file:
# REQUIRES_LICENSE_MANAGER: No
The following information should be used when a computer that uses a node-locked license is having a licensing problem.
Verify License File
Verify that the software is using the most recent license file. To do this, select Admin > Diagnostics > View License File. The top of the file contains the date the license was issued. If you are not using the most recent license file, repeat the procedure provided to you in the email containing your license file or on the Licensing page.
Verify Host ID
Verify that the Host ID in your license file corresponds to one of the Host IDs of your computer.
License File
Use the following steps to determine the Host ID in your license file:
Select Admin > Diagnostics > View License File.
Your license file is opened in a text editor.
Look for any line containing "hostid=".
For example,
hostid=55587a4f023e
indicates that the Host ID in your license is 55587a4f023e.
Your Computer
Use the following steps to determine the Host IDs of your computer:
Select Admin > License.
Click the Host IDs tab
After a few seconds, the window will populate with a list of your computer's Host IDs.
Verify that the Host ID in your license file corresponds to one of the Host IDs listed here.
Verify that the Host ID in your license file is a permanent Ethernet address (i.e., not a VPN or wireless adapter that may get disconnected).
If the Host IDs do not match, you should locate the computer corresponding to the Host ID in the license file and install the license on that computer.
Trouble Report
If the above suggestions do not resolve your problem, please select Admin > Diagnostics > Trouble Report and send the report to Sonnet Tech Support. This information will help Sonnet Tech Support troubleshoot your problem efficiently.
Floating License – License Server Computer
A floating license file should contain the following line near the top section of the file:
# REQUIRES_LICENSE_MANAGER: Yes
The following information should be used when a floating license server is having a licensing problem.
Starting with release 19, Sonnet uses the Reprise License Management (RLM) Software instead of FlexNET. If you are not installing Sonnet on your license server computer, you must download the RLM utilities. These are available at the same URL where you downloaded Sonnet. The URL is also included in the license email you received from Sonnet.
License Server Status
The first step in troubleshooting the license server is to determine if the license server is up and running.
Select Admin > License.
Click the Status tab.
After a few seconds, license status information will be displayed.
Inspect the beginning of the status information.
If the license server is up, there should not be any error messages and you should see a line that reports that the server is “up”. For example:
rlm status on galaxy (port 5852), up 1:09:14
Look for error messages in the output. It will often give possible reasons for the error. If the status reports that the server is up but there is a problem with the license status on the client, then the problem is most likely a firewall or networking issue. Contact your system administrator to determine what is getting in the way between the client and server.
If the license server is up, then you do not need to troubleshoot the license server.
If you are using a standalone license manager and do not have access to the Sonnet GUI, you should run "rlmstatus -a" in place of using Admin > License. The other suggestions above still apply.
Verify License File
Verify that the software is using the most recent license file. To do this, select Admin > Diagnostics > View License File. The top of the file contains the date the license was issued. If you are not using the most recent license file, repeat the procedure provided to you in the email containing your license file or on the Licensing page.
If you are using a standalone license manager and do not have access to the Sonnet GUI, view the Reprise log file to find the path to your license file.
Verify Host ID
Verify that the Host ID in your license file corresponds to one of the Host IDs of your computer.
License File:
Select Admin > Diagnostics > View License File.
Your license file is opened in a text editor.
If you are using a standalone license manager and do not have access to the Sonnet GUI, look in the Reprise log file for the path to your license file.
Look for the line starting with SERVER.
For example,
SERVER Galaxy 55587a4f023e 5852
indicates that the Host ID in your license is 55587a4f023e.
Your Computer
Use the following steps to determine the Host IDs of your computer:
Select Admin > License.
Click the Host IDs tab
After a few seconds, the window will populate with a list of your computer's Host IDs.
Verify that the Host ID in your license file corresponds to one of the Host IDs listed here.
Verify that the Host ID in your license file is a permanent Ethernet address (i.e., not a VPN or wireless adapter that may get disconnected).
If the Host IDs do not match, you should locate the computer corresponding to the Host ID in the license file and install the license on that computer.
If you are using a standalone license manager and do not have access to the Sonnet GUI, look in the Reprise log file for the path to your license file, and then run "getmac /v /fo list" (Windows) or "ip address | grep ether" (Linux) to obtain a valid Host ID of your computer. You should remove any colons or dashes from the output of these commands.
Verify Hostname
Verify that the hostname in the license file corresponds to the hostname of your computer. See Verify License File above for instructions on viewing your license file.The hostname in the license file is listed on the SERVER line. For example, if your license file contains this line:
SERVER Galaxy 55587a4f023e 5852
then the hostname in the license file is "Galaxy".
To obtain the hostname of your computer, type "hostname" from a command prompt or terminal.
Unique Port Numbers
Your license file must use two unique port numbers. If you are running Sonnet 19 and Sonnet 18 or earlier on the same license server, do not use the same port numbers for both. By default, your Sonnet 19 license uses ports 5852 and 5853. Sonnet 18 and earlier used 7852 and 7853. The two port numbers are found on the SERVER and ISV lines of your license file. See Verify License File for instructions on viewing your license file.
Firewall Settings
A common cause of licensing problems is your firewall settings. You must configure your firewall to allow the two programs rlm and sonnetusa to run. If you are using the default ports, you should allow TCP ports 5852 for rlm and 5853 for sonnetusa.
To verify your firewall settings are correct, check the License Server Status on the license server and the client. If the status reports that the server is up but there is a problem with the license status on the client, then the problem is most likely a firewall or networking issue. Contact your system administrator to determine what is getting in the way between the client and server.
Trouble Report
If the above suggestions do not resolve your problem, please select Admin > Diagnostics > Trouble Report and send the report to Sonnet Tech Support. This information will help Sonnet Tech Support troubleshoot your problem efficiently.
Floating License – Client Computer
A client computer does not run the license manager. Instead, it communicates with the license manager on the license server over your network.
The following information should be used when a client computer cannot get a license.
License Server Status
Before troubleshooting the client computer, you should first verify that the license server is running without any problems. See License Server Status to obtain the status of the license server. Do not troubleshoot the client computer until the license server is up and running.
After you have confirmed that the license server is running, you should obtain the license status on the client.
Select Admin > License.
Click the Status tab.
After a few seconds, license status information will be displayed.
Inspect the beginning of the status information.
If the license server is up, there should not be any error messages and you should see a line that reports that the server is “up”. For example:
rlm status on galaxy (port 5852), up 1:09:14
Look for error messages in the output. It will often give possible reasons for the error. If the status reports that the server is up but there is a problem with the license status on the client, then the problem is most likely a firewall or networking issue. Contact your system administrator to determine what is getting in the way between the client and server.
Administration Settings
Open Sonnet on the client computer.
Select Admin > License.
Verify that the Remote radio button is selected.
Verify that the License Server Hostname corresponds to the hostname of the license server computer.
See Verify Hostname in the Floating License – License Server Computer section.
Verify that the Port Number corresponds to the port number used by the license server.
See Unique Port Numbers in the Floating License – License Server Computer section.
Ping
Open a terminal or command window and type:
ping hostname
where hostname is the same string used for the hostname in the License dialog box (Admin > License).
Trouble Report
If the above suggestions do not resolve your problem, please select Admin > Diagnostics > Trouble Report and send the report to Sonnet Tech Support. This information will help Sonnet Tech Support troubleshoot your problem efficiently.
Do this on both the client and server computers and send both files to Sonnet Tech Support. Rename the files so Support will know which file is for the server and which file is for the client.