Licensing: Troubleshoot

Document created by RSA Information Design and Development on Sep 13, 2017Last modified by RSA Information Design and Development on Sep 11, 2018
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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.

License usage data is not displayed when service is moved between licenses.

When you move an appliance license to throughput license the total usage does not refresh immediately to display the updated stats.Wait for a day for the license server to calculate the stats again with new data and display the results.

Verifying License Installations

How to verify that the server has a DNS

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

    1. Manually enter the nameserver information within /etc/resolv.conf for static IP environments.
    2. Verify the capability to reach external systems via a hostname.

No License Installed


If you have not installed a NetWitness Platform Version 11.0 or later license, an Out-of-Compliance banner is displayed when you log in to the system at the end of 90 days.

The following Out of Compliance Acknowledgment message is displayed.

Out-of-Compliance Acknowledgement dialog is displayed.

Click Accept to continue using your product.

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

NetWitness Server Problems

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

ProblemPossible CausesSolutions

The NetWitness Serverdisplays the Out-of-Compliance banner message that states, "Your trial license has internal errors. Please contact RSA customer support for help.”

License maybe tampered.

To resolve the error contact RSA Customer Support for help.

Some features have been mapped in the central Flexera server, but the NetWitness Server doesn’t display them.Ensure that the NetWitness Server is connected to the internet.

To resolve the error:

  1. Execute a License Refresh as follows:
  2. In NetWitness Platform, navigate to ADMIN > Services > Licensing.
  3. Click Refresh Licenses.

Note: If the NetWitness Server is not connected to the internet, try to do an Offline Synchronization.

A few Version 11.0 or later services are not getting licensed.

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

To resolve the error:

  1. Execute a License Refresh as follows:
  2. In main menu, navigate to Admin > Services > Licensing.
  3. Click Refresh Licenses.

License Usage Stats Issues

ProblemPossible CausesSolutions
NetWitness Platform Licensing page not showing any license information although there are services available.Mongod server is down or not responding.
  • Check the status of the mongod server:
    systemctl status mongod
  • Start the server if it is down: system start mongod
Actual usage of service is showing no value, not even 0 MB is being displayed. Rabbitmq-server on NetWitness Platform appliance is not running or is not responding.
  • Check the status of rabbitmq-server and start if it is down:
    systemctl status rabbitmq-server

    systemctl start rabbitmq-server

Actual usage of service is always showing 0 MB usage, even though the service/appliance (for example, LogDecoder or Decoder) is processing data.

Rabbitmq-server or collectd or SMS service on appliance (for example, LogDecoder or Decoder appliance) is not running or not responding.

  • Check the status of rabbitmq-server or collectd services:
    systemctl status rabbitmq-server

    systemctl status collectd

    systemctl status rsa-sms
  • Start the services if not responding or down:
    systemctl start rabbitmq- server

    systemctl start collectd
    systemctl start rsa-sms

Download Central (DLC) Issues

ProblemPossible CausesSolution
Unable to refresh licenses from subscribernet. Also unable to download an offline response from DLC.Various possible causes.

Contact Customer Support for assistance in installing licenses.

Customer unable to login to Download Central. Various possible causes.

Contact Customer Support for Offline Capability Response file to re-apply license in NetWitness Server. Also reset all licenses from all services.

Wrong License Mapping Issues

ProblemPossible CausesSolution 
Perpetual license appears to be in use, although there is no Appliance license.Various possible causes.

Reset license on NetWitness Server and re-license each appliance.


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 license on NetWitness Server and re-license each appliance. 

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: 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.

After looking into Flexera, Customer Support found that the new equipment had not been mapped to the License Server.

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

Mapping to License Server ID was not created. 

Various possible causes.Contact RSA Customer Support. 
Customer unable to delete Trial licenses when Appliance licenses are in use.

Customer had two different NetWitness Server for two different sites (CHN and NOI). Each site had separate mapped entitlements. The red compliance banner was seen on the NOI site, because some Concentrators were attached to the NOI NetWitness Server that was entitled by the CHN site.

The reason for the banner was that the NOI NetWitness Server did not have any more concentrator entitlements available for the CHN concentrators attached for investigation. The customer only has Trial licenses for 90 days from the date the NOI NetWitness Server and services were marked as out-of-compliance.

Note: When there is more than one NetWitness Server in use, NetWitness PlatformVersion 10.5 and above requires a separate license for each NetWitness Server. Also, if you move one or more appliances to a different location, check to make sure there is a valid license for each appliance. A red out-of-compliance banner is displayed if there is no valid license.

Customer was informed that their services will continue to function as required. The out-of-compliance banner can be dismissed by procuring additional entitlements to map onto the NOI NetWitness Server. 
License missing after re-imaging.Various possible causes.Download license from DLC. 
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