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Error retrieving license on Login to Eyeglass

Description

  • Upon logging into eyeglass, an error occurs and licenses are not being retrieved

Resolution

The following could be related to the problem described:

  • Is the Eyeglass SCA service running?

  • The trial license has expired

Details

Check whether the Eyeglass SCA service is running

  1. Secure Shell to the Eyeglass appliance.

  2. Login as admin or root user.

  3. If logged in as admin, sudo to root user by typing sudo su - root where prompted.

  4. Type service sca status to check the status of the Eyeglass SCA service.

If the response is Status Active:inactive, then the Eyeglass SCA service isn’t running.

Solution:

  • To start the Eyeglass SCA service, type service sca start where prompted.

 

Trial License Expired

In the case where a trial license was previously installed, if it has expired this may have Eyeglass in a state where the licenses could not be loaded.  To resolve this state, restart the Eyeglass sca service by following these steps:

  1. Secure Shell to the Eyeglass appliance.

  2. Login as admin or root user.

  3. If logged in as admin, sudo to root user by typing sudo su - root where prompted.

  4. Type service sca stop to stop the Eyeglass service.

  5. Once the prompt returns, type ps aux | grep sca and confirm that service has indeed stopped and no process is returned other than the grep command request.  This should return an output that looks like this:

    • ps aux | grep sca

    • root     16874  0.0  0.0   9008   688 pts/0    S+   17:55   0:00 grep sca

IMPORTANT: If process has not stopped, do not proceed.  Please open a ticket at support.superna.net to request assistance.

  1. If no SCA process is returned as described above, start the SCA service by typing service sca start where prompted.

  2. Check that the service is running by typing service sca status where prompted.

  3. If the response is Status Active: active (running), the Eyeglass SCA service has been successfully restarted.

  4. Allow several minutes for the service to come up fully and then attempt to login to Eyeglass again.

 

If problem has not been resolved by the above procedures,  create a Backup Archive of your Eyeglass Appliance and attach to the ticket along with results of the procedures.  For instructions on creating a Backup Archive, please refer to section Eyeglass Backup in the document below:

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