000039115 - Updated or created RSA Archer license key unexpectedly provides 0 questionnaire licenses

Document created by RSA Customer Support Employee on Jul 29, 2020
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Article Number000039115
Applies ToRSA Product Set: RSA Archer
RSA Product/Service Type: RSA Archer (On-Premise)
IssueAfter applying the license key in the Archer Control Panel, the number of questionnaires licensed is 0.  In some situations this may be unexpected.
 
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Cause

There are 3 different causes identified:




  1. An incorrect license key for the environment may have been previously applied to the instance that caused questionnaires to be licensed when they shouldn't have been. In which case, applying the correct license key may provision the RSA Archer instance with 0 questionnaire licenses.



  2. An incorrect license key for the environment was recently applied to the environment that should have had licensed questionnaires.  In which case applying the incorrect license key may provision the RSA Archer instance with 0 questionnaires licenses



  3. A change in use case licensing associated with the license key caused a change in the number of questionnaires licensed from 500 to 0.


Resolution

  • Work with the RSA Sales / Account Manager to verify the license key applied to the Archer instance is the correct license key for the instance.




  • Determine whether the license key should provide questionnaire licenses based on the specific use cases included in the license.   Having any of the below use cases will provide 500 questionnaire licenses.



  • AuditPlanning
  • SupplierRiskManagement
  • SupplierEngagement
  • ITControlsAssurance
  • ITRiskManagement
  • SecurityOperationsAndBreachManagement
  • ControlsAssuranceProgramManagement
  • ControlsMonitoringProgramManagement
  • CrisisManagement
  • BottomUpRiskAssessment
  • FederalAssessmentsAndAuthorization
  • PaymentCardIndustry
  • PrivacyProgramManagement
  • DataGovernance
  • RiskInventoryAndTopDownAssessment
  • CyberIncidentAndBreachResponse

If none of these use cases are included in the license, then the license will contain 0 questionnaire licenses.

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