**
Help Desk User Fixed licenses are not being seen on our server.

1. 10 Help Desk User Fixed licenses have been applied successfully with the License tool.
2. When I try to give someone a Help Desk Fixed license, I receive an error message (7011001) telling me that there are no license available. Number available 0, number in use 0).
3. Same behavior for the Asset User Fixed licenses.
4. AR User Fixed licenses work OK.
5. Message 7011001 cannot be found in the error message guide.
6. There is nothing in the arerror.log.
7. Can't find anything in /tmp and sub-directories.

So why are the application licenses not taken into account?????

Thanks for your answers.

Kais
This posting was submitted via the Web interface

**
Kais,

Are you running HD 4 against a 5.x ARS server?

There is an issue wherein the license file is not found by the applic executible because of the change in where the remedy.lic (arsystem.lic) file is located.

The easiest thing to do is backup your existing lic file in: c:\Program Files\Common Files\Remedy\Licenses, and copy the file from C:\Program Files\Common Files\Remedy\Licenses\yourservername to c:\Program Files\Common Files\Remedy\Licenses.

You may or may not have to rename or delete the multilicense file - I don't recall off hand.

But, moving the file should at least let applic see it and assign the licenses appropriately.

HTH,

Chris Woyton

-----Original Message-----
From: Action Request System discussion list(ARSList) [mailto:ARSLIST@ARSLIST.ORG]On Behalf Of Kais Albassir
Sent: Sunday, May 25, 2003 1:39 PM
To: ARSLIST@ARSLIST.ORG
Subject: HelpDesk licenses not seen


** Help Desk User Fixed licenses are not being seen on our server.

1. 10 Help Desk User Fixed licenses have been applied successfully with the License tool.
2. When I try to give someone a Help Desk Fixed license, I receive an error message (7011001) telling me that there are no license available. Number available 0, number in use 0).
3. Same behavior for the Asset User Fixed licenses.
4. AR User Fixed licenses work OK.
5. Message 7011001 cannot be found in the error message guide.
6. There is nothing in the arerror.log.
7. Can't find anything in /tmp and sub-directories.

So why are the application licenses not taken into account?????

Thanks for your answers.

Kais This posting was submitted via the Web interface

This posting was submitted via the Web interface

**
One addendum...on UNIX based systems, the path is /etc/arsystem

Chris

-----Original Message-----
From: Chris Woyton [mailto:bach@primenet.com]
Sent: Sunday, May 25, 2003 2:32 PM
To: 'arslist@ARSLIST.ORG'
Subject: RE: HelpDesk licenses not seen


Kais,

Are you running HD 4 against a 5.x ARS server?

There is an issue wherein the license file is not found by the applic executible because of the change in where the remedy.lic (arsystem.lic) file is located.

The easiest thing to do is backup your existing lic file in: c:\Program Files\Common Files\Remedy\Licenses, and copy the file from C:\Program Files\Common Files\Remedy\Licenses\yourservername to c:\Program Files\Common Files\Remedy\Licenses.

You may or may not have to rename or delete the multilicense file - I don't recall off hand.

But, moving the file should at least let applic see it and assign the licenses appropriately.

HTH,

Chris Woyton

-----Original Message-----
From: Action Request System discussion list(ARSList) [mailto:ARSLIST@ARSLIST.ORG]On Behalf Of Kais Albassir
Sent: Sunday, May 25, 2003 1:39 PM
To: ARSLIST@ARSLIST.ORG
Subject: HelpDesk licenses not seen


** Help Desk User Fixed licenses are not being seen on our server.

1. 10 Help Desk User Fixed licenses have been applied successfully with the License tool.
2. When I try to give someone a Help Desk Fixed license, I receive an error message (7011001) telling me that there are no license available. Number available 0, number in use 0).
3. Same behavior for the Asset User Fixed licenses.
4. AR User Fixed licenses work OK.
5. Message 7011001 cannot be found in the error message guide.
6. There is nothing in the arerror.log.
7. Can't find anything in /tmp and sub-directories.

So why are the application licenses not taken into account?????

Thanks for your answers.

Kais This posting was submitted via the Web interface

This posting was submitted via the Web interface

**
Kais,

On Unix system also take care that the application services are running properly. There should be two instances if I am not wrong. Take special care if you are not using Port-mapper.

Regards,
Shashin Rastogi




----- Original Message -----
From: Kais Albassir
Newsgroups: public.remedy.arsystem.general
To: ARSLIST@ARSLIST.ORG
Sent: Monday, May 26, 2003 2:08 AM
Subject: HelpDesk licenses not seen

** Help Desk User Fixed licenses are not being seen on our server.

1. 10 Help Desk User Fixed licenses have been applied successfully with the License tool.
2. When I try to give someone a Help Desk Fixed license, I receive an error message (7011001) telling me that there are no license available. Number available 0, number in use 0).
3. Same behavior for the Asset User Fixed licenses.
4. AR User Fixed licenses work OK.
5. Message 7011001 cannot be found in the error message guide.
6. There is nothing in the arerror.log.
7. Can't find anything in /tmp and sub-directories.

So why are the application licenses not taken into account?????

Thanks for your answers.

Kais This posting was submitted via the Web interface

This posting was submitted via the Web interface

**
In my experience you DO need to rename or delete the multilicense file.

Sharon

-----Original Message-----
From: Chris Woyton [mailto:bach@PRIMENET.COM]
Sent: Monday, May 26, 2003 12:32 AM
To: ARSLIST@ARSLIST.ORG
Subject: Re: HelpDesk licenses not seen


**
Kais,

Are you running HD 4 against a 5.x ARS server?

There is an issue wherein the license file is not found by the applic executible because of the change in where the remedy.lic (arsystem.lic) file is located.

The easiest thing to do is backup your existing lic file in: c:\Program Files\Common Files\Remedy\Licenses, and copy the file from C:\Program Files\Common Files\Remedy\Licenses\yourservername to c:\Program Files\Common Files\Remedy\Licenses.

You may or may not have to rename or delete the multilicense file - I don't recall off hand.

But, moving the file should at least let applic see it and assign the licenses appropriately.

HTH,

Chris Woyton

-----Original Message-----
From: Action Request System discussion list(ARSList) [mailto:ARSLIST@ARSLIST.ORG]On Behalf Of Kais Albassir
Sent: Sunday, May 25, 2003 1:39 PM
To: ARSLIST@ARSLIST.ORG
Subject: HelpDesk licenses not seen


** Help Desk User Fixed licenses are not being seen on our server.

1. 10 Help Desk User Fixed licenses have been applied successfully with the License tool.
2. When I try to give someone a Help Desk Fixed license, I receive an error message (7011001) telling me that there are no license available. Number available 0, number in use 0).
3. Same behavior for the Asset User Fixed licenses.
4. AR User Fixed licenses work OK.
5. Message 7011001 cannot be found in the error message guide.
6. There is nothing in the arerror.log.
7. Can't find anything in /tmp and sub-directories.

So why are the application licenses not taken into account?????

Thanks for your answers.

Kais This posting was submitted via the Web interface

This posting was submitted via the Web interface

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This posting was submitted via the Web interface

**
Kais,

In addition to Chris's input, also check the information you provided for the license generation, and match the same to that provided for the generation of the AR Server license. The Site Name should be consistent everywhere without exception...

If you did provide a wrong site name (it could be wrong if you sent it with a different case as it is case sensitive) although you would able to apply the license successfully, the license would not be recognized by the AR Server.

Then if you are running version 5 and above, delete the multilicense file, found in /etc/arsystem//

On deletion of this file, run the arsignal command found in the installation directory of the AR System server with the -l option to re-read the license file and this would regenerate the multilicence file...

arsignal -l hostname[:port] --> reads the license information and regenerates the multilicense file if necessary

arsignal

Check if this works for you...

Cheers
Joe DeSouza
Remedy Technical Consultant,
CyberMAK Information Systems,
Kuwait.
Mobile: 00965 9406129
Office: 00965 4847068 Ext.. 113

----- Original Message -----
From: Chris Woyton
To: ARSLIST@ARSLIST.ORG
Sent: Monday, May 26, 2003 2:02 AM
Subject: FW: HelpDesk licenses not seen

**
One addendum...on UNIX based systems, the path is /etc/arsystem

Chris

-----Original Message-----
From: Chris Woyton [mailto:bach@primenet.com]
Sent: Sunday, May 25, 2003 2:32 PM
To: 'arslist@ARSLIST.ORG'
Subject: RE: HelpDesk licenses not seen


Kais,

Are you running HD 4 against a 5.x ARS server?

There is an issue wherein the license file is not found by the applic executible because of the change in where the remedy.lic (arsystem.lic) file is located.

The easiest thing to do is backup your existing lic file in: c:\Program Files\Common Files\Remedy\Licenses, and copy the file from C:\Program Files\Common Files\Remedy\Licenses\yourservername to c:\Program Files\Common Files\Remedy\Licenses.

You may or may not have to rename or delete the multilicense file - I don't recall off hand.

But, moving the file should at least let applic see it and assign the licenses appropriately.

HTH,

Chris Woyton

-----Original Message-----
From: Action Request System discussion list(ARSList) [mailto:ARSLIST@ARSLIST.ORG]On Behalf Of Kais Albassir
Sent: Sunday, May 25, 2003 1:39 PM
To: ARSLIST@ARSLIST.ORG
Subject: HelpDesk licenses not seen


** Help Desk User Fixed licenses are not being seen on our server.

1. 10 Help Desk User Fixed licenses have been applied successfully with the License tool.
2. When I try to give someone a Help Desk Fixed license, I receive an error message (7011001) telling me that there are no license available. Number available 0, number in use 0).
3. Same behavior for the Asset User Fixed licenses.
4. AR User Fixed licenses work OK.
5. Message 7011001 cannot be found in the error message guide.
6. There is nothing in the arerror.log.
7. Can't find anything in /tmp and sub-directories.

So why are the application licenses not taken into account?????

Thanks for your answers.

Kais This posting was submitted via the Web interface

This posting was submitted via the Web interface

This posting was submitted via the Web interface

If you are on UNIX server, create a soft link /etc/remedy.lic pointing to
wherever the arsystem.lic file is located. I had similar problem and fixed
it by creating the soft link. It likes like that HD still looks for
remedy.lic file under /etc directory.

-Eric

On Mon, 26 May 2003 08:26:11 +0300, Joe DeSouza
wrote:

>Kais,
>
>In addition to Chris's input, also check the information you provided for
the license generation, and match the same to that provided for the
generation of the AR Server license. The Site Name should be consistent
everywhere without exception...
>
>If you did provide a wrong site name (it could be wrong if you sent it
with a different case as it is case sensitive) although you would able to
apply the license successfully, the license would not be recognized by the
AR Server.
>
>Then if you are running version 5 and above, delete the multilicense file,
found in /etc/arsystem//
>
>On deletion of this file, run the arsignal command found in the
installation directory of the AR System server with the -l option to re-
read the license file and this would regenerate the multilicence file...
>
>arsignal -l hostname[:port] --> reads the license information and
regenerates the multilicense file if necessary
>
>arsignal
>
>Check if this works for you...
>
>Cheers
>Joe DeSouza
>Remedy Technical Consultant,
>CyberMAK Information Systems,
>Kuwait.
>Mobile: 00965 9406129
>Office: 00965 4847068 Ext.. 113
> ----- Original Message -----
> From: Chris Woyton
> To: ARSLIST@ARSLIST.ORG
> Sent: Monday, May 26, 2003 2:02 AM
> Subject: FW: HelpDesk licenses not seen
>
>
> **
> One addendum...on UNIX based systems, the path is /etc/arsystem
>
> Chris
>
> -----Original Message-----
> From: Chris Woyton [mailto:bach@primenet.com]
> Sent: Sunday, May 25, 2003 2:32 PM
> To: 'arslist@ARSLIST.ORG'
> Subject: RE: HelpDesk licenses not seen
>
>
> Kais,
>
> Are you running HD 4 against a 5.x ARS server?
>
> There is an issue wherein the license file is not found by the applic
executible because of the change in where the remedy.lic (arsystem.lic)
file is located.
>
> The easiest thing to do is backup your existing lic file in: c:\Program
Files\Common Files\Remedy\Licenses, and copy the file from C:\Program
Files\Common Files\Remedy\Licenses\yourservername to c:\Program
Files\Common Files\Remedy\Licenses.
>
> You may or may not have to rename or delete the multilicense file - I
don't recall off hand.
>
> But, moving the file should at least let applic see it and assign the
licenses appropriately.
>
> HTH,
>
> Chris Woyton
> -----Original Message-----
> From: Action Request System discussion list(ARSList)
[mailto:ARSLIST@ARSLIST.ORG]On Behalf Of Kais Albassir
> Sent: Sunday, May 25, 2003 1:39 PM
> To: ARSLIST@ARSLIST.ORG
> Subject: HelpDesk licenses not seen
>
>
> ** Help Desk User Fixed licenses are not being seen on our server.
> 1.. 10 Help Desk User Fixed licenses have been applied successfully
with the License tool.
> 2.. When I try to give someone a Help Desk Fixed license, I receive
an error message (7011001) telling me that there are no license available.
Number available 0, number in use 0).
> 3.. Same behavior for the Asset User Fixed licenses.
> 4.. AR User Fixed licenses work OK.
> 5.. Message 7011001 cannot be found in the error message guide.
> 6.. There is nothing in the arerror.log.
> 7.. Can't find anything in /tmp and sub-directories.
> So why are the application licenses not taken into account?????
> Thanks for your answers.
>
> Kais

UNSUBSCRIBE or access ARSList Archives at http://www.ARSLIST.org
(Support: mailto:support@arslist.org ) ARSList is hosted by QMX SUPPORT
SERVICES at www.QMXS.com This posting was submitted via the Web interface
>
>

UNSUBSCRIBE or access ARSList Archives at http://www.ARSLIST.org
(Support: mailto:support@arslist.org ) ARSList is hosted by QMX SUPPORT
SERVICES at www.QMXS.com This posting was submitted via the Web
>

>UNSUBSCRIBE or access ARSList Archives at http://www.ARSLIST.org (Support:
mailto:support@arslist.org ) ARSList is hosted by QMX SUPPORT SERVICES at
www.QMXS.com
>interface

**
Hello Kais,

Like I said to you earlier, on an e-mail out of the ARSList, and even before you post this question in the ARSList, you must give permissions to the .multilicense file to the user that's running the ARS server. You haven't told the ARSList that your ARS server does not run with user root...

If after that, you want to Add/Remove one license using the License Tool, or you want to try the 'arsignal' utility, it's your call.
I've never used the arsignal with that purpose, so I didn't advise you to use it in my previous e-mail.

Regarding the use of the License Tool (if you choose to go this way), and because your .multilicense file is blank, you migth need to add all your licenses again.

Best regards,
Miguel Algarvio

-----Original Message-----
From: Kais Albassir [mailto:kais.albassir@PROTELKO.COM]
Sent: domingo, 25 de Maio de 2003 21:39
To: ARSLIST@ARSLIST.ORG
Subject: HelpDesk licenses not seen


** Help Desk User Fixed licenses are not being seen on our server.

1. 10 Help Desk User Fixed licenses have been applied successfully with the License tool.
2. When I try to give someone a Help Desk Fixed license, I receive an error message (7011001) telling me that there are no license available. Number available 0, number in use 0).
3. Same behavior for the Asset User Fixed licenses.
4. AR User Fixed licenses work OK.
5. Message 7011001 cannot be found in the error message guide.
6. There is nothing in the arerror.log.
7. Can't find anything in /tmp and sub-directories.

So why are the application licenses not taken into account?????

Thanks for your answers.

Kais This posting was submitted via the Web interface

This posting was submitted via the Web interface

**
Dear all,

First of all, thank you to all those who took the time to answer. This was a real help. Then, my appologies for the long time it took to come back to you.

So, today, I did a new attempt to fix the issue, trying the different suggestions I received. Results are negative (see further down for details), but raise one more question:

* We are NOT using the Port-Mapper (AR Server 5.0.1 patch 1191 on Solaris 5.9). Can that be that this is the reason why the "applic" executable does not find the license file? How can this be fixed?

Here under details of what I tried, according to your suggestions:

* We run HD 5.0 against a 5.x server.
* I double checked the license information, and the Site Name for the application licenses is exactly the same as the one entered for the Server license.
* I removed the .multilicense file from /etc/arsystem, ran the arsignal utility, and it was re-created.
* I removed an application license through the License tool, and the arsystem.lic file found in /etc was updated. Strange.
* I created a link called /etc/remedy.lic, pointing to /etc/arsystem.lic
* I checked that the user running ars (we have a non-root installation) has permission on the multilicense file and on the arsystem.lic file.
* I copied the license file from /etc to /etc/arsystem/ and modified a license in the License tool. Only /etc/arsystem.lic was modified. /etc/arsystem//arsystem.lic was untouched.
* I ran the "applic" executable with the correct options from the command line, it gives 0 as result, so this is consistant.

All of the above did not work, unfortunatly. The applications licenses (Help Desk User Fixed, Asset User Fixed) are still not seen.

Shashin, you said I should have two instances of rappsvc running, and I have only one. How can I start a 2nd one?

Also, you say "take special care when not using Port-Mapper". Could you be more specific?



-----Original Message-----
From: Action Request System discussion list(ARSList) [ mailto:ARSLIST@ARSLIST.ORG]On Behalf Of Kais Albassir
Sent: Sunday, May 25, 2003 1:39 PM
To: ARSLIST@ARSLIST.ORG
Subject: HelpDesk licenses not seen
** Help Desk User Fixed licenses are not being seen on our server.

1. 10 Help Desk User Fixed licenses have been applied successfully with the License tool.
2. When I try to give someone a Help Desk Fixed license, I receive an error message (7011001) telling me that there are no license available. Number available 0, number in use 0).
3. Same behavior for the Asset User Fixed licenses.
4. AR User Fixed licenses work OK.
5. Message 7011001 cannot be found in the error message guide.
6. There is nothing in the arerror.log.
7. Can't find anything in /tmp and sub-directories.

So why are the application licenses not taken into account?????

Thanks for your answers.

Kais This posting was submitted via the Web interface

This posting was submitted via the Web interface

This posting was submitted via the Web interface

**
A couple of questions more for you to check...

In your environment do you have a variable "ARCONFIGDIR" pointing to your ars directory?
This enviroment variable should point to your directory where ARS is installed.

Do you have any environment variables of "REMEDYLICENSEDIR" or "ARSYSTEMLICENSEDIR" or "ARSYSTEMLICDIR"?
These variables have all been used by Remedy (in different versions) to point to where the license file is.

What does your armonitor.conf file look like? (normally in /etc/arsystem//armonitor.conf)
The -l parameter should point to where your license file is. This should match your license file environment variable (above).

We have both the ARCONFIGDIR and ARSYSTEMLICENSEDIR variables set in our .profile of the user that the ARS server runs under.

Fred

-----Original Message-----
From: Kais Albassir [mailto:kais.albassir@PROTELKO.COM]
Sent: Thursday, June 12, 2003 11:24 AM
To: ARSLIST@ARSLIST.ORG
Subject: Re: HelpDesk licenses not seen


** Dear all,

First of all, thank you to all those who took the time to answer. This was a real help. Then, my appologies for the long time it took to come back to you.

So, today, I did a new attempt to fix the issue, trying the different suggestions I received. Results are negative (see further down for details), but raise one more question:

* We are NOT using the Port-Mapper (AR Server 5.0.1 patch 1191 on Solaris 5.9). Can that be that this is the reason why the "applic" executable does not find the license file? How can this be fixed?

Here under details of what I tried, according to your suggestions:

* We run HD 5.0 against a 5.x server.
* I double checked the license information, and the Site Name for the application licenses is exactly the same as the one entered for the Server license.
* I removed the .multilicense file from /etc/arsystem, ran the arsignal utility, and it was re-created.
* I removed an application license through the License tool, and the arsystem.lic file found in /etc was updated. Strange.
* I created a link called /etc/remedy.lic, pointing to /etc/arsystem.lic
* I checked that the user running ars (we have a non-root installation) has permission on the multilicense file and on the arsystem.lic file.
* I copied the license file from /etc to /etc/arsystem/ and modified a license in the License tool. Only /etc/arsystem.lic was modified. /etc/arsystem//arsystem.lic was untouched.
* I ran the "applic" executable with the correct options from the command line, it gives 0 as result, so this is consistant.

All of the above did not work, unfortunatly. The applications licenses (Help Desk User Fixed, Asset User Fixed) are still not seen.

Shashin, you said I should have two instances of rappsvc running, and I have only one. How can I start a 2nd one?

Also, you say "take special care when not using Port-Mapper". Could you be more specific?



-----Original Message-----
From: Action Request System discussion list(ARSList) [ mailto:ARSLIST@ARSLIST.ORG]On Behalf Of Kais Albassir
Sent: Sunday, May 25, 2003 1:39 PM
To: ARSLIST@ARSLIST.ORG
Subject: HelpDesk licenses not seen
** Help Desk User Fixed licenses are not being seen on our server.

1. 10 Help Desk User Fixed licenses have been applied successfully with the License tool.
2. When I try to give someone a Help Desk Fixed license, I receive an error message (7011001) telling me that there are no license available. Number available 0, number in use 0).
3. Same behavior for the Asset User Fixed licenses.
4. AR User Fixed licenses work OK.
5. Message 7011001 cannot be found in the error message guide.
6. There is nothing in the arerror.log.
7. Can't find anything in /tmp and sub-directories.

So why are the application licenses not taken into account?????

Thanks for your answers.

Kais This posting was submitted via the Web interface

This posting was submitted via the Web interface

This posting was submitted via the Web interface

This posting was submitted via the Web interface

**
I had the same problem you've experience two months ago and went through the same tests and checks. My solution was to replace the applic file located on /usr/remedy/apps/ITServices/bin with a file from my development server because the one on my production server was corrupted. After copying, to check it, I ran

./applic "Help Desk User Fixed" -s nameofyourserver

and finally got a value that was not zero.

"Grooms, Frederick W" wrote:

**
A couple of questions more for you to check...

In your environment do you have a variable "ARCONFIGDIR" pointing to your ars directory?
This enviroment variable should point to your directory where ARS is installed.

Do you have any environment variables of "REMEDYLICENSEDIR" or "ARSYSTEMLICENSEDIR" or "ARSYSTEMLICDIR"?
These variables have all been used by Remedy (in different versions) to point to where the license file is.

What does your armonitor.conf file look like? (normally in /etc/arsystem//armonitor.conf)
The -l parameter should point to where your license file is. This should match your license file environment variable (above).

We have both the ARCONFIGDIR and ARSYSTEMLICENSEDIR variables set in our .profile of the user that the ARS server runs under.

Fred

-----Original Message-----
From: Kais Albassir [mailto:kais.albassir@PROTELKO.COM]
Sent: Thursday, June 12, 2003 11:24 AM
To: ARSLIST@ARSLIST.ORG
Subject: Re: HelpDesk licenses not seen


** Dear all,

First of all, thank you to all those who took the time to answer. This was a real help. Then, my appologies for the long time it took to come back to you.

So, today, I did a new attempt to fix the issue, trying the different suggestions I received. Results are negative (see further down for details), but raise one more question:

* We are NOT using the Port-Mapper (AR Server 5.0.1 patch 1191 on Solaris 5.9). Can that be that this is the reason why the "applic" executable does not find the license file? How can this be fixed?

Here under details of what I tried, according to your suggestions:

* We run HD 5.0 against a 5.x server.
* I double checked the license information, and the Site Name for the application licenses is exactly the same as the one entered for the Server license.
* I removed the .multilicense file from /etc/arsystem, ran the arsignal utility, and it was re-created.
* I removed an application license through the License tool, and the arsystem.lic file found in /etc was updated. Strange.
* I created a link called /etc/remedy.lic, pointing to /etc/arsystem.lic
* I checked that the user running ars (we have a non-root installation) has permission on the multilicense file and on the arsystem.lic file.
* I copied the license file from /etc to /etc/arsystem/ and modified a license in the License tool. Only /etc/arsystem.lic was modified. /etc/arsystem//arsystem.lic was untouched.
* I ran the "applic" executable with the correct options from the command line, it gives 0 as result, so this is consistant.

All of the above did not work, unfortunatly. The applications licenses (Help Desk User Fixed, Asset User Fixed) are still not seen.

Shashin, you said I should have two instances of rappsvc running, and I have only one. How can I start a 2nd one?

Also, you say "take special care when not using Port-Mapper". Could you be more specific?



-----Original Message-----
From: Action Request System discussion list(ARSList) [ mailto:ARSLIST@ARSLIST.ORG]On Behalf Of Kais Albassir
Sent: Sunday, May 25, 2003 1:39 PM
To: ARSLIST@ARSLIST.ORG
Subject: HelpDesk licenses not seen
** Help Desk User Fixed licenses are not being seen on our server.

1. 10 Help Desk User Fixed licenses have been applied successfully with the License tool.
2. When I try to give someone a Help Desk Fixed license, I receive an error message (7011001) telling me that there are no license available. Number available 0, number in use 0).
3. Same behavior for the Asset User Fixed licenses.
4. AR User Fixed licenses work OK.
5. Message 7011001 cannot be found in the error message guide.
6. There is nothing in the arerror.log.
7. Can't find anything in /tmp and sub-directories.

So why are the application licenses not taken into account?????

Thanks for your answers.

Kais This posting was submitted via the Web interface

This posting was submitted via the Web interface

UNSUBSCRIBE or access ARSList Archives at http://www.ARSLIST.org (Support: mailto:support@arslist.org ) ARSList is hosted by QMX S! UPPORT SERVICES at www.QMXS.com This posting was submitted via the Web interface

This posting was submitted via the Web interface



Do you Yahoo!?
This posting was submitted via the Web interface Free online calendar with sync to Outlook(TM).

**
Kais,

Ken is right, I had a similar problem once too and the devil turned out to be the executable itself. Remedy sent me a fresh copy of a working executable, which I replaced, and I got the correct count of licenses after that.

Hope this helps...

Cheers

Joe DeSouza
Remedy Technical Consultant,
CyberMAK Information Systems,
Kuwait.
Mobile: 00965 9406129
Office: 00965 4847068 Ext.. 113

Food for thought:
You know you're a computer nerd when you know more IP addresses than phone numbers!


----- Original Message -----
From: Ken Ong
Newsgroups: public.remedy.arsystem.general
To: ARSLIST@ARSLIST.ORG
Sent: Friday, June 13, 2003 8:23 PM
Subject: Re: HelpDesk licenses not seen

**
I had the same problem you've experience two months ago and went through the same tests and checks. My solution was to replace the applic file located on /usr/remedy/apps/ITServices/bin with a file from my development server because the one on my production server was corrupted. After copying, to check it, I ran

./applic "Help Desk User Fixed" -s nameofyourserver

and finally got a value that was not zero.

"Grooms, Frederick W" wrote:

**
A couple of questions more for you to check...

In your environment do you have a variable "ARCONFIGDIR" pointing to your ars directory?
This enviroment variable should point to your directory where ARS is installed.

Do you have any environment variables of "REMEDYLICENSEDIR" or "ARSYSTEMLICENSEDIR" or "ARSYSTEMLICDIR"?
These variables have all been used by Remedy (in different versions) to point to where the license file is.

What does your armonitor.conf file look like? (normally in /etc/arsystem//armonitor.conf)
The -l parameter should point to where your license file is. This should match your license file environment variable (above).

We have both the ARCONFIGDIR and ARSYSTEMLICENSEDIR variables set in our .profile of the user that the ARS server runs under.

Fred

-----Original Message-----
From: Kais Albassir [mailto:kais.albassir@PROTELKO.COM]
Sent: Thursday, June 12, 2003 11:24 AM
To: ARSLIST@ARSLIST.ORG
Subject: Re: HelpDesk licenses not seen


** Dear all,

First of all, thank you to all those who took the time to answer. This was a real help. Then, my appologies for the long time it took to come back to you.

So, today, I did a new attempt to fix the issue, trying the different suggestions I received. Results are negative (see further down for details), but raise one more question:

* We are NOT using the Port-Mapper (AR Server 5.0.1 patch 1191 on Solaris 5.9). Can that be that this is the reason why the "applic" executable does not find the license file? How can this be fixed?

Here under details of what I tried, according to your suggestions:

* We run HD 5.0 against a 5.x server.
* I double checked the license information, and the Site Name for the application licenses is exactly the same as the one entered for the Server license.
* I removed the .multilicense file from /etc/arsystem, ran the arsignal utility, and it was re-created.
* I removed an application license through the License tool, and the arsystem.lic file found in /etc was updated. Strange.
* I created a link called /etc/remedy.lic, pointing to /etc/arsystem.lic
* I checked that the user running ars (we have a non-root installation) has permission on the multilicense file and on the arsystem.lic file.
* I copied the license file from /etc to /etc/arsystem/ and modified a license in the License tool. Only /etc/arsystem.lic was modified. /etc/arsystem//arsystem.lic was untouched.
* I ran the "applic" executable with the correct options from the command line, it gives 0 as result, so this is consistant.

All of the above did not work, unfortunatly. The applications licenses (Help Desk User Fixed, Asset User Fixed) are still not seen.

Shashin, you said I should have two instances of rappsvc running, and I have only one. How can I start a 2nd one?

Also, you say "take special care when not using Port-Mapper". Could you be more specific?



-----Original Message-----
From: Action Request System discussion list(ARSList) [ mailto:ARSLIST@ARSLIST.ORG]On Behalf Of Kais Albassir
Sent: Sunday, May 25, 2003 1:39 PM
To: ARSLIST@ARSLIST.ORG
Subject: HelpDesk licenses not seen
** Help Desk User Fixed licenses are not being seen on our server.

1. 10 Help Desk User Fixed licenses have been applied successfully with the License tool.
2. When I try to give someone a Help Desk Fixed license, I receive an error message (7011001) telling me that there are no license available. Number available 0, number in use 0).
3. Same behavior for the Asset User Fixed licenses.
4. AR User Fixed licenses work OK.
5. Message 7011001 cannot be found in the error message guide.
6. There is nothing in the arerror.log.
7. Can't find anything in /tmp and sub-directories.

So why are the application licenses not taken into account?????

Thanks for your answers.

Kais

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