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Home > Success Center > Network Performance Monitor (NPM) > License Manager unable to repair licensing issue on FIPS-enabled Orion, Toolset, or ipMonitor installation

License Manager unable to repair licensing issue on FIPS-enabled Orion, Toolset, or ipMonitor installation

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Created by Interspire Import, last modified by MindTouch on Jun 23, 2016

Views: 34 Votes: 0 Revisions: 8

Licensing issues related to enabling FIPS may arise on installations or during upgrades of more recent versions of Orion NPM, Orion modules, Toolset, and ipMonitor. This article provides criteria for diagnosing this type of licensing error with steps to correct it.

FIPS-related licensing errors may arise when Orion NPM, Orion modules, Toolset, or ipMonitor are installed before FIPS is enabled on the host server. Licensing on more recent versions of Orion NPM, Orion modules, Toolset, and ipMonitor uses an encryption algorithm that becomes invalid, preventing read access to the license store, when FIPS is enabled.

Licensing errors may also be revealed in the following situations:

  • An Orion module, EOC, or Toolset installer has reported an issue with licensing with directions to contact support.
  • An existing install of Orion that includes a module other than NPM is reporting licensing issues either in the Orion Event List, Windows events log, or the Orion Web Console.
  • Toolset, Orion EOC, or ipMonitor report licensing errors.
  • Orion NPM 10.0 SP1 is installed, with a fully functional Orion Web Console, but the Orion License Manager reports an error.
  • An evaluation license expires prematurely or otherwise incorrectly.

To confirm a licensing error:

  1. Click Start > All Programs > SolarWinds > SolarWinds License Manager.
  2. Click View Log.
  3. If you are using Windows Server 2003 or Windows XP, locate the following item in the License Manager Log:
    INFO FIPS Task - FIPS Policy Enabled (HKLM\System\CurrentControlSet\Control\Lsa\FIPSAlgorithmPolicy):
    • If the FIPSAlgorithmPolicy is reported as 0, FIPS is not enabled, and the resolution in this knowledge base article does not apply.
    • If the FIPSAlgorithmPolicy is reported as 1, complete the procedure below to resolve the error.
  4. If you are using Windows Server 2008 or Windows Vista, locate the following item in the License Manager Log:
    INFO FIPS Task - FIPS Policy Enabled (HKLM\System\CurrentControlSet\Control\Lsa\FIPSAlgorithmPolicy\Enabled):
    • If Enabled is reported as 0, FIPS is not enabled, and the resolution in this knowledge base article does not apply.
    • If Enabled is reported as 1, complete the procedure below to resolve the error.

To resolve this type of licensing issue:

  1. Confirm with SolarWinds Customer Service that the customer can reset their license.
  2. Use the licensecleanup tool to reset the customer license.
  3. Restart the application that initiated the original license error.
  4. If the original licensing error does not occur again, the issue is resolved.
    Note: If the issue has been resolved, the error should not occur again, regardless of how often the customer may enable or disable FIPS again.
  5. If the original licensing error occurs again, attach the License Manager Log (LicenseManagerLog.txt) to the support case and continue troubleshooting.

This article applies to FIPS-enabled installations of the following SolarWinds products using second generation licensing:

  • SolarWinds Orion NPM 10.0 SP1 and higher
  • SolarWinds Orion modules
  • Toolset
  • ipMonitor
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