What would cause issues with license? Details below.

lcsw2013

Hi,

I'm at my wits end trying to figure this out. We've gotten to the point We've nuked all our pollers. Didn't touch the database. Followed uninstall kb's from solarwinds. Made sure 150% that all remains of solarwinds were cleaned up. Even rebooted the server to ensure this.

We follow through with an account that has all permissions and ran everything from an elevated standpoint. Re-installed everything with our A/v and security disabled. Install showed successful. But problems remained. Which makes no sense.

How can you nuke a poller and reinstall from scratch and still have the same problems.

The issue is with the damn license store. License store registry keys where removed. The expire all command was ran. License manager came up showing expired temp license. Yet, license.dat file was missing. And licenses didn't appear in the license manager. And unique machine identifier was invalid had a bunch of zero's.

Attempted to open a ticket with support. They don't understand this. This is why we nuked the pollers. We got tired of waiting for a reply that never came. They were stuck on trying to fix the license for one thing when the problem is the entire license store in itself.

I mean is it a possibility it's polling corrupt date from the database? that's why evem a fresh install fails badly? I just don't understand anymore. Countless hours spent and this is the second time we are nuking things and reinstalling with same effects.

Any help greatly appreciated.

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lcsw2013

@mesverrum Was wondering if you could help me with this. Or maybe add someone who could because I've reached a point where I don't know what else to do. The license store is corrupt. We nuked every last one of our pollers. Scrubed our servers clean so how would it be that upon reinstall fresh the license problems are still there? Is it bad data in the database? and if so anyway you know of to clear license data from the database? It's the oddest thing I've seen. Just reaching out to people that have helped us in the past. I know things may sound vague but I'm glad to explain if more info is needed. Appreciate it.

dunky2k

@lcsw2013 We had a similar issue a while ago where the license.dat file disappeared during an upgrade, this wasn't clear at the time.

Luckily for us we had a backup of the server with the missing license.dat file, all we did was restore this file back to its original location and then re-reran the configuration wizard and this resolved our issue.

You could perhaps try this is you have a copy of your license.dat file on a backup.

lcsw2013

Unfortunately we don't. We were under the impression it was a successful upgrade a month ago when we went through it so we told our wintel goes to scrap the snapshots. Otherwise, this would of been an excellent idea. Others from support had stated copy and past the file from the standby server and run config wizard. It than failed with checksum mismatch errors. I get solarwinds adding security to the license side so that people don't mess with it. But in our case that extra security is what makes fixing this issue impossible.

hoppingubu

lcsw2013 - I ran into this problem when I Installed 2020.2.5 using a database that was from my previous installation of 2020.2.2 before the Solarwinds Supply Chain Attack and I was forced to take it down and do forensics on it. When I rebuilt it from scratch, that is when I ended up with the license store being corrupted or so says the error after the installation. I ran the command "<em>migration.exe /ExpireAll</em>" from this URL: https://support.solarwinds.com/SuccessCenter/s/article/Corrupted-license-store?language=en_US. Once I got to the point that where my licenses had expired, I had to request from support that the licenses be deactivated manually and the I could reactivate. Once I did that, I had both the license.dat and lease.dat file. From that point on, I had no problems with the license. I also then followed up with backing up the database just to make sure and copying off the license.dat and lease.dat files to a location not on the server so that I have it for the future.

Hope this helps!