000037718 - How to reset the Licensing Server (LLS / FNE) in RSA NetWitness Platform versions 11.0.x - 11.2.x

Document created by RSA Customer Support Employee on Jul 16, 2019Last modified by RSA Customer Support Employee on Oct 29, 2019
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Article Number000037718
Applies ToRSA Product Set: RSA Netwitness Platform
RSA Product/Service Type: SA Server
RSA Version/Condition: 11.0.x, 11.1.x, 11.2.x
Platform: CentOS
O/S Version: EL7
IssueThe following steps will allow you to reset the licensing server in RSA NetWitness Platform when running into various licensing issues.
ResolutionSSH into the node zero appliance and execute the following commands:
  1. Log into the mongo sa database:

    # mongo admin -u deploy_admin -p <password>

  2. Display the list of databases and choose the sa database:

    > show dbs
    > use sa

  3. Display the list of collections:

    > show collections

  4. Remove the entitlement collection in mongo and then exit mongo:

    > db.entitlement.remove()
    > exit

  5. Check the status of the fneserver service, and stop the service if it is currently running:

    # service fneserver status

    You may run into the following error - "lock file found but no process running for pid <pid>" when checking the fneserver service status. If so, please follow KB #000033227  to resolve this issue, and then continue below with Steps 6-12 below.
  6. Stop the fneserver service if it is currently running:

    # service fneserver stop

  7. Export the LD_LIBRARY_PATH environment variable to append the path /opt/fneserver/lib:

    # export LD_LIBRARY_PATH=$LD_LIBRARY_PATH:/opt/fneserver/lib

  8. Reset the trust store for the license server:

    # /opt/fneserver/bin/fneserver reset

  9. Navigate to the fneserver library directory:

    # cd /var/lib/fneserver

  10. If you list the files in the directory, there will be license stub files within the directory that begin with "ra". Clear the license stub files beginning with "ra" from the directory - be sure you are in the /var/lib/fneserver directory before clearing these files: 

    # rm -rf ra*

  11. Start the fneserver service:

    # service fneserver start

  12. Upload a new response file into the RSA NetWitness UI using the following steps: https://community.rsa.com/docs/DOC-45428