000029532 - Unable to apply trial license to ESA service - "Error adding data to the trusted storage: This trial has already been loaded."

Document created by RSA Customer Support Employee on Jun 15, 2016Last modified by RSA Customer Support Employee on Apr 22, 2017
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Article Number000029532
Applies ToRSA Product Set: Security Analytics
RSA Product/Service Type:
Event Stream Analysis
RSA Version/Condition: 10.3.2 through 10.4
IssueThe following symptoms are seen with this issue
1. ESA service shows as unlicensed in SA UI.
2. When attempting to add trial license, it is failing with and the following errors can be in /opt/rsa/esa/logs/esa.log:
2015-02-01 01:50:50,223 [qtp1326475064-745] ERROR com.netwitness.platform.server.admin.devices.web.controllers.AdminDevicesController - rsaEsa is not licensed
2015-02-01 01:51:43,571 [qtp1326475064-745] ERROR com.netwitness.platform.server.admin.common.entitlement.DefaultEntitlementService - java.util.concurrent.ExecutionException: com.rsa.netwitness.carlos.licensing.LicenseException: Error adding data to the trusted storage: This trial has already been loaded.

where in this example, rsaEsa  is the hostname of the esa appliance.

CauseThis issue is caused by a problem with the trusted storage for ESA service.
ResolutionMove the current content of esa service trusted storage using the following steps to recreate the trusted storage.
1. Stop the ESA service
  service rsa-esa stop

2. Create backup of previous trusted storage
  mkdir /opt/rsa/esa/trustedStorage.old
  cd /opt/rsa/esa/trustedStorage
  mv * /opt/rsa/esa/trustedStorage.old

3. Rename previous license
  cd /etc/netwitness/ng
  mv nwmaster9.bin nwmaster9.bin.bad

4. Restart service
  service rsa-esa start