Licensing issues

You must obtain a license key before you can configure and use the TrueSight Infrastructure Management Server. To obtain a license key, please open a Support Case at BMC Support Central and ensure to select the For entitlement and license key/password issues, please check here box.

The TrueSight Infrastructure Management license file (proactivenet.lic) is an XML file that is used to define the quantity of each feature or managed object that is allowed to exist in the configuration of the TrueSight Infrastructure Management Server. It also determines the expiry date, if any, of the license. 

The signature file (proactivenet.lic) serves as a key for the license. This key reflects the properties of the license file, and the license fingerprint. If the license file is modified in any way, it no longer matches the signature, and the TrueSight Infrastructure Management Server fails to operate. If the license file is modified, it must be restored from the original .tar file in which it was delivered. 

Also, if the BTrueSight Infrastructure Management Server installation is moved to a different computer, a new fingerprint must be generated for the new computer. 

Refer to the following sections to resolve licensing issues that you might encounter:

Related topics

Troubleshooting-an-Infrastructure-Management-installation 

Installing-Infrastructure-Management-components

Obtain the TrueSight Infrastructure Management Server fingerprint

The fingerprint is used to license and activate your Infrastructure Management products.

In a C or bash shell, run the following commands:

source /usr/pronto/bin/.tmcsh
pw license fingerprint

The output will be similar to the following sample:
FingerPrint: HSkZDN43dRUNNVtg7SssWg==

For more information on pw license command options, see pw license.

Cell generates Client Connection Refused event about every 5 seconds

The cell generates a Client Connection Refused event when the license is missing or has expired. 

The BMC Event Adapter has been started without proper licensing. 

To resolve this issue, update your license agreement by contacting BMC Customer Support.

BMC Event Adapters do not start after installing the application, after restarting the application, or after manually starting the application. 

BMC Event Adapters do not start

BMC Event Adapters do not start after installing the application, after restarting the application, or after manually starting the application. 

This issue might occur if the configuration, license, or Perl requirements for BMC Event Adapters have not been met. See Configuring-BMC-Event-Adapters for the configuration, license, and Perl requirements for BMC Event Adapters.

Cell no longer processes rate events

Events are not processed without proper licensing. 

If compiling is done without proper licensing, events (such as rate events of event class ProactiveNet_Classic_External_Event) are not processed. A cell created by the TrueSight Infrastructure Management Server installer has the following properties, by default: Name = pncell_<hostName> and Port = 1828. Proper licensing is required to customize the Knowledge Base rule used by this cell. 

To resolve this issue, enter mcrtcell -p 1828 -ap -f pncell_<hostName> and restart the cell.

Event summary and the Administration Console pop-up menu are not complete

The event summary and the Administration Console pop-up menu are incomplete. 

Based on your licensing agreements, some buttons, links, and options are missing from the user interface. 

To resolve this issue, update your license agreement by contacting BMC Customer Support.

License file has changed

The proactivenet.lic file has become corrupt or it has changed.

To resolve this issue, replace the modified file with the original proactivenet.lic file.

License file format is invalid

The proactivenet.lic file is invalid or corrupt. 

To resolve this issue, replace the modified file with the original proactivenet.lic file.

License file is missing from the designated directory

The proactivenet.lic file is in the wrong directory. 

The proactivenet.lic file is missing from the installationDirectory/pw/licenses directory. 

Ensure that the proactivenet.lic file is in the installationDirectory/pw/licenses directory.

Limit for the feature has been reached

The license agreement limit for the feature has been reached. 

You have reached the limit of your license agreement for this feature. 

Update your license agreement by contacting BMC Customer Support.

Monitor groups are missing from event summary and the Administration Console pop-up menu

License agreements can limit the options that are available in the event summary and the Administration Console pop-up menu. 

Based on your licensing agreements, some buttons, links, and options might be missing from the user interface. 

Update your license agreement by contacting BMC Customer Support.

Number of concurrent users has been exceeded

The maximum number of concurrent users is six. 

The number of concurrent users has exceeded the current limit of six. 

To log on a new user, invalidate any of the users that are logged on (requires administrator privileges).

Number of licensed features has been exceeded

You have exceeded the maximum number of licensed features. 

The maximum number of licensed features of TrueSight Infrastructure Management has been used. 

Update your license agreement by contacting BMC Customer Support.

TrueSight Infrastructure Management is not licensed to run on this node

The license is not valid for the node. 

The fingerprint does not match the output of the pw license fingerprint command. 

Update your license agreement by contacting BMC Customer Support.