000029592 - RSA Archer: Unable to update license key within Archer Control Panel

Document created by RSA Customer Support Employee on Jun 15, 2016Last modified by RSA Customer Support Employee on Apr 21, 2017
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Article Number000029592
Applies ToRSA Product Set: Archer
RSA Product/Service Type: Archer
IssueUpdate License Key fails within Archer Control Panel
CauseThe license update could be failing because the Archer Control Panel (ACP) does not have access to the internet to verify the license.  
The other common reason for this to fail is that cannot access the database. This can occur when the database configuration is set to "Use integrated security" and the user is logged in to the server with their personal account rather than the Archer Service Account.
ResolutionTroubleshooting steps:
1. Check the internet connection on the Archer Control Panel server to ensure that it is enable to connect to the internet to verify the license
2. Try using the Manual Activation Method
Manual Activation

3. Check the Database tab of the Archer instance and use the Test Connection Link to confirm that you are currently able to access the database
Test Connection

4. If the connection to the database fails, either try logging in to the Archer Control Panel host with the Archer Service account, or try adding the user that is failing to the database
If all of the above steps fail, please open a Service Request with RSA Archer Support for further assistance.