Skip to main content

Your license expires in X days

  • Updated
We moved this page to our Documentation Portal. You can find the latest updates here.

Issue

You might see the following message on your Control Panel: 

Your license expires in X days. After expiration, the Control Panel will be disabled and your users will not be able to use this Cloud.

There are four reasons that might cause the issue:

  1. Your license actually expires.
  2. The OnApp licensing client server is down. 
  3. The OnApp daemon is down.
  4. There is a communication issue between the Control Panel and OnApp licensing client servers.

 

Environment

OnApp 5.x

 

Resolution

Follow the next steps to determine and resolve the issue:

  1. Your license actually expires.

    If your license is due to expire, please renew the license to access your cloud. If your license is not due to expire, but you see the corresponding message on your CP, follow the next steps. 

  2. The OnApp licensing client server is down.

    Access your Control Panel via SSH and run the following command:  
    service onapp-licensing status
    If a response is other than OnApp Licensing Process is active. PID: xxxx, you need to restart the licensing process. Sometimes the PID might be active, but the licensing daemon is down. To troubleshoot the issue, check the dashboard_client.log file in the /onapp/interface/log directory. If there is no information in the dashboard_client.log file, it means that the licensing daemon is down.  

    To resolve this issue:                                                                                              

    Restart the licensing client by running the following commands: 
    service onapp-licensing stop
    service onapp-licensing start

    To confirm that the issue has been fixed:

    Go to your Control Panel to check that the corresponding message is no longer displayed. You can also log in to your admin.onapp.com account and go to the Licenses section. Click a label of the affected license and go to the Debug section. The latest date in the Debug section must be a current date. If the latest date in the Debug section is not the current date and it is not updated in a few minutes, follow the next steps.

    imageedit_5_8501763150.png
  3. The OnApp daemon is down.

    If the OnApp licensing server is up and running, but you still see the message, it might be an indication that the OnApp daemon is down. In such a case, raise a support ticket to have the daemon issue investigated.

  4. There are communication issues between the Control Panel and OnApp licensing client servers.

    Verify that Port 443 is open for outbound traffic from a Control Panel server. The port should be open for the Control Panel server to connect with the OnApp licensing server. For more information, see Required Ports.

    If the Port 443 is open, but the licensing client running on your CP can't connect with the OnApp licensing server, you can receive this warning:
    The licensing timeout starts at 14 days - if the CP fails to contact our licensing server within those 14 days then the CP will lock itself out - Virtual Machines on the HVs will continue to run, but all access to the API will fail and access to the UI tries to redirect to the licensing page (which will give a permission error if the user isn't an admin user or otherwise has permissions to view the license details)

    If the CP does lock out, you need to resolve the licensing issue: either the technical one or contact your account managers to renew the license. 

 

Additional Information