000034417 - RSA ECAT agents not showing up in the ECAT Server UI due to license limit reached message

Document created by RSA Customer Support Employee on Nov 29, 2016Last modified by RSA Customer Support on Apr 20, 2018
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Article Number000034417
Applies ToRSA Product Set: NetWitness Endpoint formerly ECAT
RSA Product/Service Type: ECAT
RSA Version/Condition: 4.x
Platform: Window
IssueA new ECAT agent package is deployed successfully, but on the ECAT server is not displaying or listing the new machine.
The server does notify the Administrator of the discovery of new agents, but pressing the Refresh button in the ECAT UI is not displaying any new clients.

CausePlease open the ConsoleServer-Error.log file and check for the following message, "You have reached the agent count limit".

The default location of the log file in ECAT 4.1.x is C:\ECAT\Server\ConsoleServer-Error.log, which default location for ECAT 4.2.x is C:\Program Files\RSA\ECAT\Server\ConsoleServer-Error.log

As shown above, this message indicates that the ECAT Server's current agent license count has been exceeded; thus not allowing the server to discover any additional agents.
ResolutionTo correct the issue,
  1. Uninstall/Remove any unneeded ECAT agents from the database, see You have reached the agent count limit message in RSA ECAT 4.x
  2. Contact your RSA Sales Representative to purchase a larger ECAT agent license.
NotesThis only applies in the event that this was indeed a successfully agent package deployment, and all of the pre-requisites for communication were met.