Username2346 0 Posted June 27, 2018 Share Posted June 27, 2018 ERA Server ProductVersion=6.5.417.0 After license renewal in ERA license was not updated. Synchronisation button not working, license renewal not working, adding new license not working Trace.log 2018-06-27 09:18:48 Error: LicenseModule [Thread 7fe9397e2700]: LicenseModuleHelper: SyncPools: Failed to get linked pools [SeatId=f1f29ef3-98fd-487a-9e70-79892ceef22f]. Error: [MySQL][ODBC 5.3(w) Driver][mysqld-5.6.40]Incorrect string value: '\xC5\x86\xC5\xA1' for column '_license_owner_name' at row 1 (1366) 2018-06-27 09:18:48 Error: AutomationModule [Thread 7fe93f7ee700]: LicensePoolSyncTrigger: Trigger [UUID=00000000-0000-0000-7011-000000000003, TYPE=LICENSE_SYNCHRONIZATION] detected failed license synchronization. Retry counter exceeded, no rescheduling will be made. Link to comment Share on other sites More sharing options...
ESET Staff MichalJ 434 Posted June 28, 2018 ESET Staff Share Posted June 28, 2018 Hello, I would recommend to contact you customer support. Please share a trace log, from the time, when you have attempted to perform a license synchronization. Was there any change in the license, from the perspective of the license name? Are non-latin characters used in license owner name, or company name? Link to comment Share on other sites More sharing options...
Administrators Marcos 5,092 Posted June 28, 2018 Administrators Share Posted June 28, 2018 Do you use VA or ERA is installed on Windows or Linux using either AiO installer or stand-alone installers? The error "Incorrect string value: '\xC5\x86\xC5\xA1' for column '_license_owner_name'" indicates that the db is likely using a latin1 encoding while ERA supports only UTF8 encoding. At any rate, please create a regular support ticket as well so that the case is properly tracked. Link to comment Share on other sites More sharing options...
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