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Troubleshooting License Renewal Issues in Endpoint Encryption

    • Updated:
    • 23 Mar 2018
    • Product/Version:
    • Endpoint Encryption 5.0
    • Endpoint Encryption 6.0
    • Platform:
    • Windows 2008 Server R2
    • Windows 2012 Datacenter
    • Windows 2012 Datacenter R2
    • Windows 2012 Standard
    • Windows 2012 Standard R2
Summary

You want to renew a license but you are unable to update. Here are some possible issues when a license would not update:

  • The expiration of license is unable to update after running renew license tool.
  • The license seats do not update.
  • Unable to activate when running the renew license tool.

This article discusses how to troubleshoot license renewal issues in Endpoint Encryption.

Details
Public
  • New license: If your Activation Code is for a new license of Endpoint Encryption or a renewal of your license, the endpoint requires a connection to the Endpoint Encryption database, but does not require Internet access.
  • Extension license: If your Activation Code is an extension of an existing license, the endpoint requires Internet access.

Verify if you can access the following links:

It will ask for a file to be downloaded. If you cannot access these links, check if ithey are being blocked by a firewall.

Refer to the KB article: Setting the proxy configuration for license module in Endpoint Encryption for the following:

  • If you are using a proxy server between Policy Server and the Internet.
  • To configure proxy setting for use with the license update tool.

Use the following link:

https://clp.trendmicro.com/ProductInformation/ProductDetail/?lang=en-US&ac={yourAC code}

For example: https://clp.trendmicro.com/ProductInformation/ProductDetail/?lang=en-US&ac=AA-AAAA-AAAAA-AAAAA-AAAA-AAAAA-AAAAA

To enable debug logging, refer to the KB article: Generating debug log for Endpoint Encryption products.

Successful License Renewal

In the psedebug.log file, you will see entries similar to the following:

2018 03/21 02:39:49 [15a0 : 0001] (00) (W) [TMEE_LicenseRenewal.exe] 18/03/21 - 02:39:49.5698 PrLicense Information  MobileArmor.Data.AdminTypes[01]::ActivationCodeValidator.OnlineUpdateLicense :  PrLicense [ActivationCodeValidator]  onlineUpdatePrLicense Ret = 0, onlineUpdateState = 60010122, licenseStatus = 60010106. - [(0)]  

Return code 0 means the activated code updated successfully.

Socket Connect Fail

In the psedebug.log file, you will see entries similar to the following:

2018 03/21 02:53:44 [15a0 : 0001] (00) (W) [TMEE_LicenseRenewal.exe] 18/03/21 - 02:53:44.2549 PrLicense Information  MobileArmor.Data.AdminTypes[01]::ActivationCodeValidator.OnlineUpdateLicense :  PrLicense [ActivationCodeValidator]  onlineUpdatePrLicense Ret = E001005A, onlineUpdateState = 60010123, licenseStatus = 0.  

Return code E001005A means Socket connect fail. Check if you have access to these links by opening them on an Internet browser.

HTTP Header Fail

In the psedebug.log file, you will see entries similar to the following:

2018 03/21 03:04:00 [1644 : 0001] (00) (W) [TMEE_LicenseRenewal.exe] 18/03/21 - 03:04:00.0004 PrLicense Information  MobileArmor.Data.AdminTypes[01]::ActivationCodeValidator.OnlineUpdateLicense :  PrLicense [ActivationCodeValidator]  onlineUpdatePrLicense Ret = E001005A, onlineUpdateState = 60010123, licenseStatus = 0.  

Return code E001005C means HTTP header failed. Use the latest version of license renew tool.

Database Issue

In the psedebug.log file, you will see entries similar to the following:

Exception Rollback transaction because of exception: System.Data.SqlClient.SqlException (0x80131904): Invalid column name  'PrLicenseProfile'. Invalid column name 'PrState'.  

This SQL exception means that the columns are invalid. Make sure that the version of license renewal tool is the same as the version of the Policy Server.

To check if these two columns exist in the Enterprise table, open SQL Management Studio Tool and run the following query:

SELECT * FROM [MobileArmorDB].[dbo].[Enterprise]

Premium
Internal
Rating:
Category:
Troubleshoot
Solution Id:
1119220
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