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SRS license error

Question asked by DavidHobbs

on Dec 3, 2018
Latest reply on Dec 7, 2018 by DavidHobbs

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Hello!

We've got a high priority ticket open with Snow Support about this ... but it's taking a while, so I thought that I'd reach out to the community in the meantime. Perhaps we're not the only ones to have this problem.

Recently, we've noticed that we cannot sync our SRS database from our SLM server. We get this "license validation" error in SUS:

It definitely hasn't been like that since March! The date seems somewhat misleading. But I don't think the SRS sync is working because of that.

Does anybody else have this problem? Or does anybody have any advice?

Thanks, David

DavidHobbs

Dec 6, 2018 2:08 AM

Correct Answer

Getting a new SRS license key from Snow Support solved the problem. We owe thanks to Geoffrey Macquet for helping to get it resolved (thanks Geoff!). After installing the key, we had to do a massive SRS sync, which took quite a long time ... but it's all back to normal now.

Thanks everybody!

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geoffrey.macquet Dec 3, 2018 3:53 AM
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Hi David,
do you have any more information in the (debug) log?
You can check within SMACC the last time you have gotten SRS updates: Open up Software recognition -> Application definitions, right click any column in the bottom left window and open the "column chooser". Add 'Created Date' and drag it to the window - you should see the latest created applications with a recent date.

/Geoff
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- DavidHobbs @ geoffrey.macquet on Dec 4, 2018 2:24 AM
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  Hi Geoffrey,
  
  The SUS log doesn't actually give us much more information, it says:
  
  2018-12-04 03:15:23,359 [1] WARN SnowSoftware.Srs.Client.SrsHarvestManager [(null)] - License has expired! Expired 3/31/2018 12:00:00 AM.
  
  The most recent "Globally Generated Application" in our SMACC is 21st November, so we've been cut off from SRS for a few weeks now. Let's hope that Snow Support can get this sorted soon. I will chase them up.
  
  Thanks for your help, David
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  - geoffrey.macquet @ DavidHobbs on Dec 4, 2018 3:26 AM
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    Hi David you absolutely seem to be cut off from SRS sync. I've informed the assigned engineer as well the back office to have this sorted out asap.
    /Geoff
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    - DavidHobbs @ geoffrey.macquet on Dec 5, 2018 2:30 AM
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      Thanks Geoff, I really appreciate your help. David
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stuart.lee Dec 3, 2018 5:15 AM
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Hi David

I had the same issue occurring at one of our customers in the last couple of weeks, it was working fine on November 20th 2018 and then after that it started saying that the SRS license key had expired in January 2017, despite being used without issue for over 18 months and maintenance still being valid.

2018-11-27 23:07:28,309 [1] WARN SnowSoftware.Srs.Client.SrsUpdateManager [(null)] - License has expired! Expired 1/31/2017 12:00:00 AM.

When I raised a ticket, the support reply was that the License key that had been working wasn't associated with the customer in the SRS license key database and gave me a license key that was one for the customer that we had originally been given more than 2 years ago and had several other SRS keys since then. So I was puzzled too.

The key they said should work did, but I'm not sure clear as to why it all occurred in the first place

Stuart
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BMEpsilon Dec 3, 2018 2:55 PM
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Hi David,

I have the same issue currently and they gave me a new license key. My SRS is still not working properly and I've been dealing with this for 3 months. I pushed for a conference call to have them walk me through the process and trouble shoot the issue before we ended the call. I should be up an going soon.
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DavidHobbs Dec 6, 2018 2:08 AM
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Getting a new SRS license key from Snow Support solved the problem. We owe thanks to Geoffrey Macquet for helping to get it resolved (thanks Geoff!). After installing the key, we had to do a massive SRS sync, which took quite a long time ... but it's all back to normal now.

Thanks everybody!
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- geoffrey.macquet @ DavidHobbs on Dec 6, 2018 3:34 AM
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  Glad it worked - you're most welcome! Must've been a hiccup at our end, but that is now fixed
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andreas.leeraar Dec 6, 2018 9:41 AM
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Had the same issue. The SRS License did show green/validated in Snow Web Configurator but got the same error in the logfile stating the license was valid to a date somewhere last year.
Very strange if you ask me as it worked until the end of November 2018.

Do keep in mind that if you've been cut off for some days and there has been a lot of application updates since then that your Daily Update Job can take considerably longer than normal.
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- DavidHobbs @ andreas.leeraar on Dec 7, 2018 1:30 AM
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  Hi Andreas,
  
  It's comforting to know when we're not the only ones, thanks! This was quite a strange one...
  
  After fixing it with the new license key, our SRS update did take a long time! I actually sat and monitored it, because I was afraid that it might timeout. But it was fine, it just took a long time to bring us up to date again.
  
  Thanks, David
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