If you have any problems installing or running the Usage Monitor, review the log file, described in License Statistics log file, to investigate the cause of the problem.
Troubleshooting for specific issues is covered in the following sections.
Inability to query license server
If the log includes the error, "Unable to query license server machine," you should check for communication errors between the license server and the Usage Monitor. To do this, navigate to the License Statistics directory from a command line and enter one of the following commands, depending on whether you are running the command for an LM-X, FLEXlm/FlexNet, IBM LUM, Sentinel LM/RMS, or RLM license server:
- For an LM-X license server, type the command:
lmxendutil -licstatxml [-host
host -port port]
where host and port are the host and port appropriate for your license server. The host and port designations are optional. If the host information is omitted, the local host is used; if the port information is omitted, the default port is used.
- For a FLEXlm/FlexNet license server, type the command:
lmutillmstat -a -c [port]@
host[-S
vendor]
lmutil lmdiag -n -c[port]@
host
where port and host are the port and host appropriate for your license server, and vendor is the vendor daemon's name (this name is case-sensitive by FlexNet's default license server configuration). The port designation is optional; if it is omitted, the default port is used. Specifying the vendor is also optional.
- For an RLM license server, type the command:
rlmutilrlmstat -a -c [port]@
host where port and host are the port and host appropriate for your license server. The port designation is optional; if it is omitted, the default port is used.
- For a Sentinel LM/RMS license server, type the command:
lsmon [
host] where host is the host appropriate for your license server. The host designation is optional; if it is omitted, the local host is used.
- For an IBM LUM license server, type the command:
i4blt -s -lc -k -n host
i4blt -s -lco -k -n host
i4blt -ll -k -n host
where host is the host appropriate for your license server.
If there are errors in the communication between the license server and the Usage Monitor, this command will return information about the errors. Otherwise, the command returns normal statistics information for the indicated license server.
Realtime usage error
If a monitored license server is hosted on a different machine than License Statistics is installed on, the license server's response to License Statistics' query about its status may be delayed. In such cases, a warning such as the following occurs for each query that was delayed.
[2012/05/10 08:00:00] WARNING: Capturing realtime usage for license server
To resolve this problem, verify that the license server is responding properly as described above in "Inability to query license server."
Maximum user count exceeded
The terms of your License Statistics license agreement include limits on the maximum unique users that can be monitored. (See Determining usage for License Statistics licensing for more information on how License Statistics counts users.) If you exceed the allowed user count, License Statistics will continue running, but will stop monitoring. The log will indicate that the maximum number of users you can monitor has been exceeded.
If the user count is exceeded on a regular basis, you should either upgrade your license to allow you to monitor more users or reduce the number of applications you are monitoring.
Failure to import log file
When using License Statistics to import data, partial/rotated logs are not supported; if associated checkins/checkouts are not contained in the same log file, the data import may fail. In such cases, you will see an error message such as: "Cannot import log file. Checkin at line 177 references a checkout from an earlier log file. Merge the log files and try again." (Where line 177 is the line that contains the checkin that has no associated checkout contained in the same log file.)
You can try to merge the partial log files into one log file that contains complete checkin/checkout information, as described below.
For Windows, type the following from a command line:
type file1 file2... filen > output.txt
For Linux, type the following in a console:
cat file1 file2... filen > output.txt
where file1 file2... filen are the names of any number of files to be merged and output.txt is the name of the file that will result from the merge.
Merging CodeCollaborator log files
CodeCollabolator rotates log files when the file reaches 10 MB. Merging the rotated log files will generate more accurate data than a "license.log" file.
To merge the log files for Windows, type the following from a command line:
type collab.log.n ... collab.log.1 collab.log >> import.log
To merge the log files for Linux, type the following in a console:
cat collab.log.n ... collab.log.1 collab.log >> import.log
Failure to find licenses for FlexNet license server
FlexNet vendor names are case-sensitive by default, so you may see the following error if the case is not correctly configured:
[2012/05/10 08:00:00] ERROR: Unable to find any licenses served by the license server!
Check that the vendor name entry in the xflicstat.cfg configuration file for that license server is specified in the correct case. You can verify the correctness of the configuration by querying the status of the server manually:
lmutil.exe lmstat -a -c hostname -S VendorName
Failure to gather data for FlexNet license server hosting multiple vendors
If monitoring realtime data on a FlexNet license server fails with the error "This server hosts licenses from multiple vendors," the FlexNet server is not configured correctly in License Statistics. FlexNet license servers have hosted vendor daemons for each vendor.
To configure the FlexNet server correctly for multiple vendor daemons, specify each as a separate license server in the FLEXNET_SERVER setting in the License Statistics configuration file. For example, if you want to monitor vendor daemons "vendor1" and "vendor2" on "server1" you must use a FLEXNET_SERVER setting for each of them, as follows:
FLEXNET_SERVER = vendor1@port@server1
FLEXNET_SERVER = vendor2@port@server1
Or, for HAL (redundant) servers:
FLEXNET_SERVER = vendor1@port@server1 vendor1@port@server2 vendor1@port@server3
FLEXNET_SERVER = vendor2@port@server1 vendor2@port@server2 vendor2@port@server3
Inaccurate statistics for HASP license server
HASP server logs often do not contain all the information necessary to obtain accurate statistics. If you notice problems with the data imported from the HASP server logfile, you can see some improvement by configuring the HASP server to run with OPEN_SESSIONS (see configuration below). However, this still does not ensure 100% accuracy, because the HASP logs may still lack some usage data even with this value set.
License Statistics can handle HASP logs with or without the OPEN_SESSIONS value set. However, a single HASP server logfile cannot both include and exclude the OPEN_SESSIONS value, so you must import logfiles that include the OPEN_SESSIONS value separately from logfiles that do not include this value.
HASP server log configuration syntax
If the log configuration is not correct, you may see a message similar to the following in the License Statistics log, even though the HASP log contained denial data: "NOTICE: File.log has been imported successfully, but was empty (no denials found)." You should verify the configuration of the HASP server log if parsing fails. The HASP log configuration must be one of the following. Other formats are not currently supported.
To run with OPEN_SESSIONS:
{timestamp} {clientaddr}:{clientport} {clientid} {method} {url} {function}({functionparams}) open_sessions({sessioncount}) {newline}
To run without OPEN_SESSIONS:
{timestamp} {clientaddr}:{clientport} {clientid} {method} {url} {function}({functionparams}) {newline}
Apache errors
If there are problems with an Apache web server, you may see one or more of the following errors in the License Statistics log file:
[2012-04-01 08:0:00] FAIL: Unable to start apache web server!
[2012-04-01 08:00:00] FAIL: Apache manager error: Unable to connect to licstat:8080 web server!
[2012-04-01 08:00:00] FAIL: Apache is not responding to HTTP requests!
You can investigate the cause of these errors using the following steps.
- Start License Statistics in debug mode. (See our Knowledgebase article Enabling License Statistics debug logs for troubleshooting for instructions on enabling debug mode.)
- Locate the command used to start the Apache web server in the xflicstat.log file; for example:
[2012-04-01 08:00:00] XF_DEBUG: Starting Apache web server process: X:\licstat\apache\bin\httpd.exe -f "X:\licstat\apache\conf\httpd.conf" -d "X:\licstat\apache"
- Using this command, manually start the Apache web server and note any errors that occur.
Embedded MySQL server troubleshooting
During License Statistics evaluation, you may have License Statistics temporarily running on a machine that does not meet the minimum system requirements. In such cases where there is not enough memory on the machine hosting the License Statistics installation, the MySQL server may not start properly the first time you start License Statistics, which will produce warnings similar to the following in the xflicstat.log file:
[2012-12-12 08:00:01] WARNING: Waiting for mysqld process to start which takes more time than usual...
You can check whether insufficient memory is the problem by looking at the MySQL server log file, which can be found in one of the following directories:
..\License Statistics\log\mysql.log
..\License Statistics\mysql_x86\data{color}hostname.err (for 32-bit database)
..\License Statistics\mysql_x64\data{color}hostname.err (for 64-bit database)
where hostname is the hostname of the machine where License Statistics is installed.
If you see messages similar to the following in the MySQL server log, there is an issue with the host memory:
120503 15:27:16 InnoDB: Initializing buffer pool, size = 1.5G
InnoDB: VirtualAlloc(1631846400 bytes) failed; Windows error 8
To resolve this issue, you can try lowering the memory requirement in the config.ini file by changing the innodb_buffer_pool_size setting to the desired value; for example, to 1024M or as low as 512M, depending on available resources.
This setting may be changed only for testing purposes (for example, during evaluation). The proper solution is to install License Statistics on a machine that meets system requirements. Note that lowering the innodb_buffer_pool_size setting may decrease the performance of License Statistics, causing it to run slower.
Duplicated license server entries after migrating to LM-X v4.6.1 database
When updating to LM-X v4.6.1, the database migration normally updates all details for license servers. However, if you see duplicated entries on the Dashboard for a license server after upgrading to v4.6.1, there was a problem migrating the license server to the v4.6.1 database. In this case, you will see the following warning message in the error log:
2012-01-30 08:00:00 Database update (version 52): Unable to migrate details of hostname license server_ _(type LM-X)! You may need to merge this license sever manually by editing the existing license server in the License Servers page.
To resolve this problem, edit the old entry of the license server and merge it as described in "Merging server data" in Combining realtime and denials data under a single server.