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License in ERA not updating

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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 



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.


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  • ESET Staff


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?

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  • Administrators

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.

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