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Licensing: Troubleshoot

Document created by RSA Information Design and Development Employee on Sep 13, 2017Last modified by RSA Information Design and Development Employee on Jan 6, 2021
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This topic provides information about possible issues that NetWitness Platform users may encounter when setting up licensing in NetWitness Platform. You can look up explanations of issues and their solutions. NetWitness Platform notifies users of issues using the popup notifications and the system log as described in the "Troubleshoot NetWitness Platform" topic in the System Maintenance Guide.

Verifying License Installations


How to verify that the server has a DNS

Check if DNS is configured, if not perform the following steps:

  1. Add the DNS server addresses (“nameserver x.x.x.x” entries) in /etc/netwitness/platform/resolv.dnsmasq.

  2. Restart the dnsmasq service using the following command:

    systemctl restart dnsmasq

  3. Verify the capability to reach external systems via a hostname.

Out-of-Compliance Banners

ProblemPossible CausesSolutions

Yellow and Red Out-of-Compliance Banners

  • A service is not licensed.
  • A license has expired, or is due to expire within the next two weeks.
  • Usage exceeds entitled limit.
  • Usage is approaching entitled limit.
  • Contact Customer Support to buy or renew your license.
  • Reduce usage
  • Adjust contracted usage amount

Common Log and Configuration Files

When troubleshooting licensing, the following files contain information that may help to diagnose the problem. Specific conditions for searching the files are described in the troubleshooting tables.

On the NetWitness Server, run  wget for the following files after you ssh onto the NetWitness Server:

NetWitness Server Problems

This table lists possible problems with the NetWitness Server errors that can affect entitlements.

ProblemPossible CausesSolutions

Some features have been mapped in the central Flexera server, but the NetWitness Server does not display them.

Ensure that the NetWitness Server is connected to the Internet.

To resolve the error execute a License Refresh as follows:

  1. GSo to (Admin) > Services > Licensing.
  2. In the License Details tab, click Refresh Licenses.

Note: If the NetWitness Server is not connected to the Internet, try to synchronize offline. For more information, see Register the Server (Offline Capability Request)

NetWitness Platform Licensing page not showing any license information although there are services available.


Ensure that you have the required entitlements pulled down from the Central Flexera server.

To resolve the error execute a License Refresh as follows:

  1. Go to (Admin) > Services > Licensing.
  2. In the License Details tab, click Refresh Licenses.

Wrong License Mapping Issue

ProblemPossible CausesSolution 

Decoder license not available
due to core appliances being removed from the NetWitness Server without releasing the license. Several core appliance licenses were not available for use.

Various possible causes.

Reset the license on NetWitness Server.


Archiver DACs are not mapped to the license server with all other appliances' licenses. 

Various possible causes.


  1. Enter 1 in Quantity field to add for each license.
  2. Select Map Add-ons at the bottom of the screen.
  3. Click Download Capability Request and upload license to the Offline Capability Request in the User Interface under the License tab.

Two new appliances were installed: one Log Hybrid and one Log Archiver. Able to license the Log Hybrid, but the following error occurred when attempting to license the Archiver:
"There is an issue with registering your product, please contact RSA Customer Support."
Also, one of the Concentrators showed as a Trial license, and a separate Log Decoder showed as a Trial license when they should be licensed.

The new entitlements are not mapped to the license server.

Map add-ons to myRSA and upload the .bin file into the NetWitness Platform User Interface.


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