Troubleshooting Tips

If a client does not get a callback message when it has been denied a license:

• Verify that the user asked for a callback when presented with the callback dialog box.

  If the local software metering server has no free licenses, it will assign a callback to the client if the client requests callbacks. If the client does not request the callback option then callbacks will not be attempted.

• Check the Liccli95.log or LiccliNT.log to verify that the client has connectivity to the server. If not, then the callback will not appear, but the client should be able to open the application even though Force real-time license verification is being used.
• Check the Liccli95.log or LiccliNT.log to verify that the client agent reports that a callback request has been granted to the user by displaying a callback message.

If a client is able to open a licensed program and Force real-time license verification is configured in the Software Metering Properties dialog box in the SMS Administrator console, but no licenses are available:

• Check the Liccli95.log or LiccliNT.log to verify that the Licclixx process is running on the client and that there are no connectivity errors.
• Verify that the version of the application is the same as what is being licensed, according to the full or partial software metering policies.

  Full policy requires a specific version of an application. For example, if version 3.0 is specified, then only clients using version 3.0, and not those using 3.01 or other versions, will use a license under the policy.

  Partial policy requires a range of versions to monitor. For example, if version 2.1 is specified, then a client using version 2.11 or 2.12 will use a license, but a client using 2.2 will not.

• Check to see if a usage trend has been calculated for this product.

  The initial trend calculation for each product takes seven days, and a complete trend calculation takes 30 days. Software license limits will not be enforced until the initial trend has been calculated, unless the Do not enforce license limits for this product until a trend has been calculated checkbox in the Software Metering Properties dialog box in the SMS Administrator console is cleared.

• Verify that Enforce the license limits for this product in the Software Metering Properties dialog box in the SMS Administrator console is checked for the metered product.

  The Granted callback grace period, the Callback polling interval, and the Callback request duration are all set on a site-wide basis. To set these intervals, in the SMS Administrator console, navigate to Client Agents.

  Systems Management Server   Site Database (site code - site name)      Site Hierarchy         site code - site name            Site Settings               Client Agents

In the details pane, right-click Software Metering Client Agent and click Properties. Click the Timings tab to set these intervals.