1 Reply Latest reply on Oct 19, 2016 12:57 AM by acchong

    Kiwi Cattools become unlicensed

    acchong

      Hi,

       

      I have an existing support case open with SolarWinds support for this issue 1066183.

       

      I just want to find out from the community whether anyone had encountered this issue and have a solution.

      My Kiwi Cattools show its unlicensed since yesterday even though it was licensed correctly and working properly for past few years.

      SolarWinds License Manager show a message Licensing System Repair: There is a problem with your licensing system. Contact SolarWinds technical support.

       

      SolarWinds support reset our license key and ask me to reactivate it but the activation fail and following log were observed in SolarWinds License Manager log.

      I'm still waiting for SolarWinds technical support get back to me on how to resolve this issue.

       

      2016-10-19 09:27:04,770 [1] INFO  List licenses - Decrypting store document

      2016-10-19 09:27:04,785 [1] INFO  List licenses - 1 licences found

      2016-10-19 09:27:04,785 [1] INFO  List licenses - Found license - Name: KiwiCatTools; Version: 3; Type: Commercial, ActivationKey: XXXX-XXXX-XXXX-XXXX-XXXX-XXXX-XXXX-XXXX, MaintenanceEndDate: 5/21/2017 12:00:00 AM, SWID: XXXXXXXXX, #Features: 4, Node Locking Data: [XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX]

      2016-10-19 09:27:04,785 [1] INFO  List licenses - Using Licensing Framework to obtain license for KiwiCatTools / 3 / Commercial

      2016-10-19 09:27:04,801 [1] ERROR SolarWinds.Licensing.Framework.Diagnostic.Logger - License store exception

      SolarWinds.Licensing.Framework.Store.LicenseStoreException: Exception of type 'SolarWinds.Licensing.Framework.Store.LicenseStoreException' was thrown.

         at SolarWinds.Licensing.Framework.Store.LicenseStore.RetrieveLicensesInternal(String appName, Int32 licenseVersion, LicenseType type)

      2016-10-19 09:27:04,801 [1] ERROR SolarWinds.Licensing.Framework.Diagnostic.Logger - License error

      SolarWinds.Licensing.Framework.ProductLicenseNotFoundException: A license for product KiwiCatTools, version 3, could not be retrieved.

         at SolarWinds.Licensing.Framework.LicenseManager.GetLicenses(String appName, Int32 licenseVersion, LicenseType licenseType)

      2016-10-19 09:27:04,801 [1] ERROR List licenses - Exception occurred when trying to obtain license for KiwiCatTools / 3 / Commercial

      SolarWinds.Licensing.Framework.SolarWindsLicensingException: A license for product KiwiCatTools, version 3, could not be retrieved. ---> SolarWinds.Licensing.Framework.ProductLicenseNotFoundException: A license for product KiwiCatTools, version 3, could not be retrieved.

         at SolarWinds.Licensing.Framework.LicenseManager.GetLicenses(String appName, Int32 licenseVersion, LicenseType licenseType)

         --- End of inner exception stack trace ---

         at SolarWinds.Licensing.Framework.LicenseManager.GetLicenses(String appName, Int32 licenseVersion, LicenseType licenseType)

         at SolarWinds.Licensing.Framework.LicenseManager.GetLicense(String appName, Int32 licenseVersion, LicenseType licenseType)

         at SolarWinds.Licensing.Analysis.TestRun.ListLicensesTestRun.Run(TestRunResults previousResults)

      2016-10-19 09:27:04,801 [1] INFO  SolarWinds.Licensing.Analysis.LicenseStoreHelper - Creating formatter

       

       

      2016-10-19 09:27:04,817 [1] INFO  SolarWinds.Licensing.Analysis.LicenseStoreHelper - License store instance was created successfully

      2016-10-19 09:27:04,817 [1] INFO  List licenses - Serial number for product KiwiCatTools / 3 / Commercial: [XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX]

      2016-10-19 09:27:04,817 [1] INFO  List licenses - Trying to get license information from registry for product KiwiCatTools / 3 / Commercial

      2016-10-19 09:27:04,817 [1] INFO  List licenses - Days left for product KiwiCatTools / 3 / Commercial: 2916049

      2016-10-19 09:27:04,817 [1] INFO  List licenses - Test List licenses result: Failure

       

      2016-10-19 09:27:07,145 [1] ERROR SolarWinds.Licensing.Framework.Diagnostic.Logger - License store exception

      SolarWinds.Licensing.Framework.Store.LicenseStoreException: Exception of type 'SolarWinds.Licensing.Framework.Store.LicenseStoreException' was thrown.

         at SolarWinds.Licensing.Framework.Store.LicenseStore.RetrieveLicenses()