Network Management

Licensing Details Retrieval Error Occurs on an Additional Web Server (AWS) After Upgrade or Migration

This article lists steps to fix an unexpected license error that displays on an Additional Web Server (AWS) after upgrading or migrating NPM

First published date

11/14/2018 10:20 PM

Last published date

1/17/2020 11:25 PM

Overview

The following error is displayed on the Additional Web Server or on the Orion Web Console after upgrading NPM, or after migrating licenses:
 

There was an error retrieving licensing details from the Orion server

License is expired or not available

 

The following error is returned after you click the SAVE ERROR REPORT LOCALLY:

Message: License is expired or not available
ErrorSite: SolarWinds.Orion.Core.Common.ModuleLicense.CheckLicense
ErrorType: SolarWinds.Orion.Core.Common.ModuleLicenseException
Stack: 
at SolarWinds.Orion.Core.Common.ModuleLicense.CheckLicense()

Product section

Orion Platform

Cause

Possible Causes

  • Unable to communicate with the Primary Polling Engine
  • Communication issue during Configuration Wizard with SQL
  • OrionServers table in the database is not updated
  • Additional Web Server license is not activated

Resolution

Resolution 1

Troubleshooting Port 17777

  1. Log in to the Additional Web Server.
  2. Open a Telnet session to the main Orion polling engine on port 17777.
  3. If the Telnet connection cannot be established, check the firewalls, anti-virus software, and network rules.

See the Server port requirements  page for more information.

 

Check Database Table

Verify the Additional Web Server (AWS) is in the 'OrionServers' table in the SolarWinds Orion Database: 

  1. Establish a remote connection to the Primary Polling Engine.
  2. Open Database Manager, and then select the following table:  
    OrionServers

  3. Run the Configuration Wizard on the Additional Web Server if the hostname is not displayed on the table.
    This will create a new row on the OrionServers table.
  4. Apply the license through the Orion Web Console's License Manager page.
 

Resolution 2

Run the Configuration Wizard on the Additional Web Server

  1. Run the Configuration Wizard on the Additional Web Server.
  2. Select Database, Website, and Services, and then proceed with the default steps.
  3. After the Configuration Wizard completes, test Orion Web Console access.
 

Resolution 3

  1. Establish a remote connection to the Primary server.
  2. Open IIS Manager, select the Solarwinds website, and Browse Website.
  3. Log in to the Orion Web Console and navigate to Settings > All Settings > License Manager.
  4. Check that the license for the Additional Web Server is listed and assigned - if this is missing, select Add/Upgrade License.
  5. Enter the license details and activate.
  6. Test Orion Web Console access using the address of the Additional Web Server - this should now be accessible.