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APM 3 install problem - totally down

Hi guys

have a major issue witht he apm 3.0 install... it is my fault but i need SW to solve it for me. logged an urgent call an hour ago but no response so hoping someone on here can help

I have NPM slx with APM slx. i have an additional poller with APM module, and an additional webserver

I installed the new APM installer on all 3 compoenents. when i went to license the core APM server, i accidentally used the APM poller license (ca not belive it let me!)

It will not let me reverse this action, and now my license is used up

Also, on the SW website, my APM core license has expired, even though i have the invocie to prove it is not sure to expire for another month!

disaster... APM on its back, another disastrous SW upgrade... and i love this product!!!

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Accepted answers

RogerWong

Okay, I think I have a solution. This works on my test server:

1. On your APM server, run Start > SolarWinds > SolarWinds License Manager Setup

2. Install the license manager program.

3. Run license manager once, and then quit without doing anything.

4. Run license manager one more time, wait for it to detect the upgrade.

5. Check 'Application Performance Monitor v3 Polling Engine ALX', and then click DEACTIVATE

6. Click 'Deactivate' on the dialog box to confirm the deactivation.

This should put your APM v3.0 Polling Engine ALX license back into your pool of unregistered licenses.

All comments

RogerWong

To get the license reset, you'll need to contact SolarWinds customer service. Only they can help you recover that poller license, I'm afraid. :-(

See below for something that should get you your poller license back. But if your main APM license is incorrectly marked as expired, you will still have to contact customer service.

SolarWinds Customer Service

Be assured, I will forward your usability comment to the licensing team.

RogerWong

Okay, I think I have a solution. This works on my test server:

1. On your APM server, run Start > SolarWinds > SolarWinds License Manager Setup

2. Install the license manager program.

3. Run license manager once, and then quit without doing anything.

4. Run license manager one more time, wait for it to detect the upgrade.

5. Check 'Application Performance Monitor v3 Polling Engine ALX', and then click DEACTIVATE

6. Click 'Deactivate' on the dialog box to confirm the deactivation.

This should put your APM v3.0 Polling Engine ALX license back into your pool of unregistered licenses.

mcbridea

Dan - let us know if this works.

Andy

FormerMember

trying now...

james on the US help desk has reactivated my license on for portal for me, but i need to get to the point where i can get the core Poller back up and running on a trial version.. but it thinks it ids a poller... if this works, it mught work when ir einstall

otherwise i will need advice on a reg hack

FormerMember

ok guys, my server is behind a proxy.. how does one make license manager proxy aware?

FormerMember

Roger,

this appears to have worked... process went like this:

SW support reactivated my APM oller license
i managed to deactivate the mistakenly applied poller license from the core APM server
I then reinstalled APM 3.0 SLX
when it asked me to license, i selected to continue Evaluation

APM then came up.

questipons

1. how long will it let me eval before breaking? i need a week
2. why did the APM installer let me installt he wrong license? i might have been a dumb a$$ for doing it, but can it be prevetned int he future?

thansk all for your help, you all rule as always!!!

RogerWong

It should give you 30 days, as this is the first time you've evaluated APM 3.0 on this server.

As to why the installer happily accepted an incorrect license type, well, I wish it hadn't. I'll open a bug for this too. Though, I am glad you were able to get running again without having to wait over the weekend.

TGhosh

This issue just occured for the second time in a week, yeilding my Production APM installation completely down.

I've opened case 126588 and performed the workaround that was described above. It seemed to work for a few days and now my Orion Module Engine service is in a repeated reboot cycle.

This problem is totally unacceptable considering what we paid for an ALX license of APM. The new licensing changes in APM 3.0 seem to be buggy, as stated by the SW support rep. I'm going to attempt to remove the license from APM and just run it as a 30 day eval. My sales rep is getting a call first thing in the morning!

This is what is showing up in the logs.

Unhandled Exception caught in APM Service Engine startup. The type initializer for 'SolarWinds.APM.Common.Licensing' threw an exception.