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Failed to remove licenses from ERA


Gregor
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Hello,

We have a client whose licenses will not sync between ELA and ERA. They have expanded their licenses seat number, and their number of licenses is displayed correctly in ELA but not in ERA. Our suggestion was to try and remove license from ERA and try to add it again. Now they have a problem removing the license from ERA with error: Failed to remove licenses.

Any ideas?

eraremovelicenseerror.jpg

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  • ESET Staff

Please check SERVER's trace log for "license" related errors. In case not even synchronization works correctly, there may be some problem with ERA->ELA communication

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2017-08-13 06:30:18 Error: ConsoleApiModule [Thread 7f7a3a9d0700]: Untranslatable CInterModuleException: CEcpCommunicator: ECPRequestMessageUnlinkSeatPools request failed, error=0x2051e001.
2017-08-13 06:30:40 Error: LicenseModule [Thread 7f7a4a3e9700]: AddPoolByLicenseKey: Failed to add pool by license key. Error: CEcpCommunicator: ECPRequestMessageLinkSeatPools request failed, error=0x2051d001.
2017-08-13 06:30:40 Error: LicenseModule [Thread 7f7a4a3e9700]: CEcpCommunicator: ECPRequestMessageLinkSeatPools request failed, error=0x2051d001.
2017-08-13 06:30:40 Error: ConsoleApiModule [Thread 7f7a3a9d0700]: 3243989 Error while adding pool by license key: CEcpCommunicator: ECPRequestMessageLinkSeatPools request failed, error=0x2051d001.
2017-08-13 06:30:40 Error: ConsoleApiModule [Thread 7f7a3a9d0700]: Untranslatable CInterModuleException: CEcpCommunicator: ECPRequestMessageLinkSeatPools request failed, error=0x2051d001.
2017-08-13 06:30:40 Error: LicenseModule [Thread 7f7a4a3e9700]: Could not parse the license file
2017-08-13 06:30:40 Error: LicenseModule [Thread 7f7a4a3e9700]: Could not parse the license file
2017-08-13 06:30:40 Error: ConsoleApiModule [Thread 7f7a3a9d0700]: 3243989 Error while adding pool by license id: Could not parse the license file
2017-08-13 06:32:28 Error: LicenseModule [Thread 7f7a4a3e9700]: AddPoolByLicenseKey: Failed to add pool by license key. Error: CEcpCommunicator: ECPRequestMessageLinkSeatPools request failed, error=0x2051d001.
2017-08-13 06:32:28 Error: LicenseModule [Thread 7f7a4a3e9700]: CEcpCommunicator: ECPRequestMessageLinkSeatPools request failed, error=0x2051d001.
2017-08-13 06:32:28 Error: ConsoleApiModule [Thread 7f7a3a9d0700]: 3243989 Error while adding pool by license key: CEcpCommunicator: ECPRequestMessageLinkSeatPools request failed, error=0x2051d001.
2017-08-13 06:32:28 Error: ConsoleApiModule [Thread 7f7a3a9d0700]: Untranslatable CInterModuleException: CEcpCommunicator: ECPRequestMessageLinkSeatPools request failed, error=0x2051d001.
2017-08-13 06:32:28 Error: LicenseModule [Thread 7f7a4a3e9700]: Could not parse the license file
2017-08-13 06:32:28 Error: LicenseModule [Thread 7f7a4a3e9700]: Could not parse the license file
2017-08-13 06:32:28 Error: ConsoleApiModule [Thread 7f7a3a9d0700]: 3243989 Error while adding pool by license id: Could not parse the license file
2017-08-13 06:34:16 Error: CRepositoryModule [Thread 7f7a4c1ec700]: Error retrieving packages: No such product 'com.eset.apps.business.eslc.linux'
2017-08-13 06:37:56 Error: LicenseModule [Thread 7f7a4a3e9700]: AddPoolByLicenseKey: Failed to add pool by license key. Error: CEcpCommunicator: ECPRequestMessageLinkSeatPools request failed, error=0x2051d001.
2017-08-13 06:37:56 Error: LicenseModule [Thread 7f7a4a3e9700]: CEcpCommunicator: ECPRequestMessageLinkSeatPools request failed, error=0x2051d001.
2017-08-13 06:37:56 Error: ConsoleApiModule [Thread 7f7a3a9d0700]: 3243989 Error while adding pool by license key: CEcpCommunicator: ECPRequestMessageLinkSeatPools request failed, error=0x2051d001.
2017-08-13 06:37:56 Error: ConsoleApiModule [Thread 7f7a3a9d0700]: Untranslatable CInterModuleException: CEcpCommunicator: ECPRequestMessageLinkSeatPools request failed, error=0x2051d001.
2017-08-13 06:37:57 Error: LicenseModule [Thread 7f7a4a3e9700]: AddPoolBySecurityAdmin: Failed to add pool by security admin account [Login=EAV-0176745435], because the credentials are invalid. Error: CEcpCommunicator: ECPRequestMessageLinkSeatPools request failed, error=0x2051d006.
2017-08-13 06:37:57 Error: ConsoleApiModule [Thread 7f7a3a9d0700]: 3243989 Error while adding pool by security admin: AddPoolBySecurityAdmin: Failed to add pool by security admin account [Login=EAV-0176745435], because the credentials are invalid. Error: CEcpCommunicator: ECPRequestMessageLinkSeatPools request failed, error=0x2051d006.
2017-08-13 06:37:57 Error: LicenseModule [Thread 7f7a4a3e9700]: Could not parse the license file
2017-08-13 06:37:57 Error: LicenseModule [Thread 7f7a4a3e9700]: Could not parse the license file
2017-08-13 06:37:57 Error: ConsoleApiModule [Thread 7f7a3a9d0700]: 3243989 Error while adding pool by license id: Could not parse the license file
2017-08-13 06:38:15 Error: LicenseModule [Thread 7f7a4a3e9700]: AddPoolByLicenseKey: Failed to add pool by license key. Error: CEcpCommunicator: ECPRequestMessageLinkSeatPools request failed, error=0x2051d001.
2017-08-13 06:38:15 Error: LicenseModule [Thread 7f7a4a3e9700]: CEcpCommunicator: ECPRequestMessageLinkSeatPools request failed, error=0x2051d001.
2017-08-13 06:38:15 Error: ConsoleApiModule [Thread 7f7a3a9d0700]: 3243989 Error while adding pool by license key: CEcpCommunicator: ECPRequestMessageLinkSeatPools request failed, error=0x2051d001.
2017-08-13 06:38:15 Error: ConsoleApiModule [Thread 7f7a3a9d0700]: Untranslatable CInterModuleException: CEcpCommunicator: ECPRequestMessageLinkSeatPools request failed, error=0x2051d001.
2017-08-13 06:38:15 Error: LicenseModule [Thread 7f7a4a3e9700]: Could not parse the license file
2017-08-13 06:38:15 Error: LicenseModule [Thread 7f7a4a3e9700]: Could not parse the license file
2017-08-13 06:38:15 Error: ConsoleApiModule [Thread 7f7a3a9d0700]: 3243989 Error while adding pool by license id: Could not parse the license file
2017-08-13 06:38:55 Error: LicenseModule [Thread 7f7a4a3e9700]: RemovePoolByPoolId: Failed to remove seat pool [PoolID=3AA-NC9-3GT]. Error: CEcpCommunicator: ECPRequestMessageUnlinkSeatPools request failed, error=0x2051e001.
2017-08-13 06:38:55 Error: LicenseModule [Thread 7f7a4a3e9700]: CEcpCommunicator: ECPRequestMessageUnlinkSeatPools request failed, error=0x2051e001.
2017-08-13 06:38:55 Error: ConsoleApiModule [Thread 7f7a3a9d0700]: 3243989 Error while removing license pool: CEcpCommunicator: ECPRequestMessageUnlinkSeatPools request failed, error=0x2051e001.
2017-08-13 06:38:55 Error: ConsoleApiModule [Thread 7f7a3a9d0700]: Untranslatable CInterModuleException: CEcpCommunicator: ECPRequestMessageUnlinkSeatPools request failed, error=0x2051e001.

Attaching part of server trace log.

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