Document version: 5W103-20200426

Contents

Introduction· 1

General guidelines· 1

Collecting diagnostic log messages· 1

Contacting technical support 2

Troubleshooting license server installation· 3

The license service port has been used· 3

Symptom·· 3

Solution· 3

HTTPS port for Web login has been used· 3

Symptom·· 3

Solution· 3

Troubleshooting product licensing· 4

Illegal license file· 4

Symptom·· 4

Solution· 4

Cannot get licensing data from the license server after a controller reboot 4

Symptom·· 4

Solution· 4

Troubleshooting product application· 6

License client cannot connect to the license server 6

Symptom·· 6

Solution· 6

Cannot log in to the license server's Web interface by using a browser 6

Symptom·· 6

Solution· 6

Cannot use Google Chrome to log in to the license server's Web interface after using a non-default HTTPS port number during license server installation· 7

Symptom·· 7

Solution· 7

Troubleshooting HA configuration· 8

The system always displays inactive for a backup license server after HA configuration· 8

Symptom·· 8

Solution· 8

Introduction

This document provides information about troubleshooting common software and hardware issues with H3C license server.

General guidelines

To help identify the cause of the issue, collect system and configuration information, including:

·     Version of the H3C license server in use and version of the Linux operating system in use.

·     Symptom, time of failure, and configuration.

·     Network topology information, including the network diagram, port connections, and points of failure.

·     Log messages and diagnostic information. For more information about collecting this information, see "Collecting diagnostic log messages."

·     Steps you have taken, such as reconfiguration, cable swapping, and reboot.

·     Output from the commands executed during the troubleshooting process.

Collecting diagnostic log messages

1.     Enter a web address in the https://lics_ip_address:port/licsmanager format at the address bar of a browser, and press Enter.

2.     On the dialog box that appears, enter username and password, and click Login.

The home page of the license server appears.

3.     From the left navigation tree, select Configuration > System Diagnosis.

The system diagnosis page appears, as shown in Figure 1.

4.     Click Gather diagnostic information to save the diagnostic information locally.

Figure 1 System diagnosis page

.

Contacting technical support

If an issue persists after you perform the troubleshooting procedures in this document, contact H3C Support. When you contact an authorized H3C support representative, be prepared to provide the following information:

·     Information described in "General guidelines."

·     Product serial numbers.

This information will help the support engineer assist you as quickly as possible.

You can contact H3C Support at service@h3c.com.

Troubleshooting license server installation

This section provides troubleshooting information for the installation of the license server.

The license service port has been used

Symptom

When you are installing the license server, the system displays the following error message:

Type the license service port (1024-65535, default:5555) :

Port 5555 has already been used!

Solution

This symptom might occur if port 5555 has been used by another program.

To resolve the issue:

1.     Verify that the license server was not installed immediately after it is uninstalled.

If it is true, the system might fail to release the port timely. You can re-enter the service port number 1 minute later. If the issue persists, go to the next step.

2.     Enter a port that is not used by a process as the license service port.

3.     If the issue persists, contact H3C Support.

HTTPS port for Web login has been used

Symptom

When you are installing the license server, the system displays the following message:

Type the HTTPS port for the Web login (1024-65535, default:28443) :

Port 28443 has already been used!

Solution

This symptom might occur if another program is using the HTTPS port for Web login.

To resolve the issue:

1.     Verify that the license server was not installed immediately after it is uninstalled.

If it is true, the system might fail to release the port timely. You can re-enter the HTTPS port 1 minute later. If the issue persists, go to the next step.

2.     At the installation page, enter a port that is not used by a process as the HTTPS port.

3.     If the issue persists, contact H3C Support.

Troubleshooting product licensing

This section provides troubleshooting information for the product licensing.

Illegal license file

Symptom

When you are installing a license file, the system displays an error message that reads License file is illegal.

Solution

This issue might be caused by the following reasons:

·     The license file is not generated by using the DID file of the device where the license server is installed.

·     After generating the device's DID file, hardware replacement occurs on the server or virtual machine that houses the license server. Examples of hardware replacement include CPU or NIC replacement.

To resolve the issue:

1.     Regenerate the device's DID file for the license server and use it to obtain a new license file.

2.     If the issue persists, contact H3C Support.

Cannot get licensing data from the license server after a controller reboot

Symptom

A controller restarted and has established a connection with the license server. However, the controller cannot get the licensing data from the license server.

Solution

This symptom might occur if the controller reconnects to the license server before the license server aging timer for the last connection expires. The license server does not reclaim the licensing data from an unexpectedly disconnected license client until the aging timer expires.

To resolve the issue:

1.     Log in to the license server, and perform the following tasks:

a.     From the left navigation tree, select License Management > Connections.

The connection management page appears.

b.     In the Operation column, perform the kickoff operation to log out the license clients that were disconnected from the license server unexpectedly.

2.     Log in to a controller, perform the following tasks:

a.     From the left navigation tree, select Controller > License Manager > Controller License.

b.     On the remote license page, disconnect the controller from the license server, and reconnect to the license sever.

3.     If the issue persists, contact H3C Support.

Troubleshooting product application

This section provides troubleshooting information for the product application.

License client cannot connect to the license server

Symptom

The system displays the error message "Failed to connect to the license server" though related client configuration was correctly configured on the license server.

Solution

This symptom might occur if the firewall service of the operating system is enabled and the firewall blocks the license server's license service port.

To resolve the issue:

1.     Open the license service port in the firewall.

a.     At the CLI, enter firewall-cmd --permanent --add-port=port/tcp. The port argument represents the license service port in use. The default value is 5555.

b.     Enter firewall-cmd --reload to make the configuration effective.

2.     Reconnect to the license server.

3.     If the issue persists, contact H3C Support.

Cannot log in to the license server's Web interface by using a browser

Symptom

You cannot use a browser to log in to the license server's Web interface after the license server is successfully installed.

Solution

This symptom might occur if the firewall service of the operating system is enabled and the firewall blocks the HTTPS port.

To resolve the issue:

1.     Open the HTTPS port in the firewall.

a.     At the CLI, enter firewall-cmd --permanent --add-port=port/tcp to open the port. The port argument represents the HTTPS port in use.

b.     Enter the firewall-cmd --reload to make the configuration effective.

2.     Log in to the license server again.

3.     If the issue persists, contact H3C Support.

Cannot use Google Chrome to log in to the license server's Web interface after using a non-default HTTPS port number during license server installation

Symptom

The default HTTPS port number is not used during the license server installation. When you log in to the license server's Web interface through Google Chrome, the system displays an error message that the page cannot be displayed.

Solution

This symptom might occur if the used HTTPS port number is restricted by Google Chrome.

To resolve the issue:

1.     Right-click the shortcut to Google Chrome, and click Properties on the pop-up box.

The dialog box for Google Chrome properties appears.

2.     In the Target (T) field, enter --explicitly-allowed-ports=port at the end of the parameter that has been displayed. The port argument represents the HTTPS port number.

3.     Click OK.

4.     Restart the browser and log in to the license server again.

5.     If the issue persists, contact H3C Support.

Troubleshooting HA configuration

This section provides troubleshooting information for HA configuration.

The system always displays inactive for a backup license server after HA configuration

Symptom

After you complete HA configuration and click Refresh, the state of the backup license server is always displayed as inactive.

Solution

This symptom might occur because of network connectivity issues or because the backup license server cannot provide service correctly.

To resolve the issue:

1.     Use the ping command to check the network connectivity.

If the network is not correctly connected, remove the issue. If the network is correctly connected, go to step 2.

2.     Verify that the backup license server can provide service correctly:

a.     Log in to the physical server where the backup license server is installed.

b.     At the CLI, enter service keepalived status and service licsredis status.

If the output shows that the backup license server cannot correctly provide services, restart its operating system. If the issue persists, go to step 3.

3.     If the physical server is dual-NIC and network-connected, verify that the IP addresses of the NICs are in the different subnets.

If they are in the same subnet, assign IP addresses in different subnets to the NICs or bind the two NICs, and log in to the license server again. If the issue persists, go to step 4.

4.     Check the firewall status and verify that firewall is enabled and permits Keepalived packets from multicast address 244.0.0.18.

If the firewall denies Keepalived packets from multicast address 244.0.0.18, Permit multicast address 244.0.0.18 on the firewall. For more information, see H3C License Server Installation Guide.

5.     If the issue persists, contact H3C Support.