So, I do have a ticket open with support, and they have fixed a similar issue in the past, so I’m hopeful that they can do it now. However, we have an issue with an orphaned license record, and I’m wondering if anyone knows how to fix it without having to go through support.
What I mean by an orphaned license is that in the ECM web portal, under licensing, I have a license for 2D barcode and it’s being used by one of my servers. However, if I go on that server, it says that it does not have the license, and I need it to.
What probably caused this was me doing an “upgrade” because I kept getting messages that said that an upgrade was available. So I did that, and in the process, clicked on the “Machine ID Reset” button (I won’t be doing that again). So what I think happened, is that the machine ID changed, but the license never got released. So ECM thinks that machine ID “OldMachine” has the license, so the machine ID “NewMachine” can’t get said license, even though it’s the same physical box.
Unfortunately, I don’t know how to tell ECM that the old machine ID doesn’t exist anymore and to release the license. Anyone got any good tips/hacks to be able to do that?
I’ve found that I have to connect with ECM Support to resolve some of those issues as they have more tools on their side than what we have at our disposal. With that being said, I wonder if it is saying it is in use because there are stuck records in the Distributed Queue. You could probably also delete the ECM Client from the Connected Clients section and then have it reconnect. I’m thinking that these steps may reinitialize it and recognize that it is no longer there.
Just in case I was missing something, I did what you suggested and stopped the service so that the connected machine stopped showing connected, but that didn’t seem to release the license, unfortunately.
Rename the automated config file and then save the configuration in the ECM Client to create a new one. (C:\Program Data>Eclipse I think…)
Try uninstalling and reinstalling the ECM Client to see if that does anything. I don’t have high hopes for that, though, as I feel like it is more of a license issue that ECM Support will need to address.
That folder wasn’t in there, so I’m not sure where that resides. I’ve been looking for the file to see if there was something I could mess with, but I haven’t been able to find it… Edit: Never mind, I was on the wrong server. Do you know the name of the file?
Unfortunately I believe uninstalling/re-installing is why we are here to begin with, so that’s something I’m not going to attempt at this time.
@Banderson In the Astria_Host Db is a table LicenseSeat when a request is done the MachineName and MachineId are written there. When a release is done the MachineId and MachineName are cleared. I tested clearing without the client and being able to request on another machine and it was able to request without issue.
I’ll pass along the information. Currently, they provisioned us another license, so the original one is still just stuck. This would be nice if they knew how to do that, as this isn’t the first time this has happened to us.
Yup, as I suspected, Support has no idea what to do with that information. I don’t know if they have different databases for on prem vs. cloud (I doubt it), but they don’t know what do with the info you provided. Thanks for trying to help though @gpayne
