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.
| Problem | Solution |
|---|---|
| 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
| Problem | Solutions |
|---|---|
| How to verify that the server has a DNS |
Check if DNS is configured, if not perform the following steps: |
No License Installed
| Problem | Solutions |
|---|---|
| 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. | Click Accept to continue using your product. |
Out-of-Compliance Banners
| Problem | Possible Causes | Solutions |
|---|---|---|
| Yellow and Red Out-of-Compliance Banners |
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Common Log and Configuration Files
| Problem | Solutions |
|---|---|
| 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
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NetWitness Server Problems
This table lists possible problems with the NetWitness Server errors that can affect entitlements.
| Problem | Possible Causes | Solutions |
|---|---|---|
| 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:
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:
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License Usage Stats Issues
| Problem | Possible Causes | Solutions |
|---|---|---|
| NetWitness Platform Licensing page not showing any license information although there are services available. | Mongod server is down or not responding. |
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| 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. |
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| 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. |
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Download Central (DLC) Issues
| Problem | Possible Causes | Solution |
|---|---|---|
| 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
| Problem | Possible Causes | Solution | ||
|---|---|---|---|---|
| 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. |
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| Decoder license not available | 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. |
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| 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: | 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. | ||