Search 97,742 posts and 786 resources contributed by 57,092 members or post a topic.

Already Joined? Sign in
APM 3 install problem - totally down

Page 1 of 1 (10 items) | RSS

rated by 0 users
Answered (Verified) This post has 1 verified answer | 9 Replies | 4 Followers | 871 Views


244 Posts
Points 868
SolarWinds Certified Professional
the_toilet replied on Fri, Aug 14 2009 4:43 PM
rated by 0 users

Hi guys

have a major issue witht he apm 3.0 install...  it is my fault but i need SW to solve it for me.  logged an urgent call an hour ago but no response so hoping someone on here can help

I have NPM slx with APM slx.  i have an additional poller with APM module, and an additional webserver

I installed the new APM installer on all 3 compoenents.  when i went to license the core APM server, i accidentally used the APM poller license (ca not belive it let me!)

It will not let me reverse this action, and now my license is used up

Also, on the SW website, my APM core license has expired, even though i have the invocie to prove it is not sure to expire for another month!

disaster...  APM on its back, another disastrous SW upgrade... and i love this product!!!

  • | Post Points: 5

Answered (Verified) Verified Answer


333 Posts
Points 1,862
SolarWinds Employee
Answered (Verified) Roger Wong replied on Fri, Aug 14 2009 5:14 PM
rated by 0 users
Verified by the_toilet

Okay, I think I have a solution. This works on my test server:

 

1. On your APM server, run Start > SolarWinds > SolarWinds License Manager Setup

2. Install the license manager program.

3. Run license manager once, and then quit without doing anything.

4. Run license manager one more time, wait for it to detect the upgrade.

5. Check 'Application Performance Monitor v3 Polling Engine ALX', and then click DEACTIVATE

6. Click 'Deactivate' on the dialog box to confirm the deactivation.

 

This should put your APM v3.0 Polling Engine ALX license back into your pool of unregistered licenses.

Roger Wong, Lead Information Developer, SolarWinds, Inc.

  • | Post Points: 25

All Replies


333 Posts
Points 1,862
SolarWinds Employee
Roger Wong replied on Fri, Aug 14 2009 4:53 PM
rated by 0 users

To get the license reset, you'll need to contact SolarWinds customer service. Only they can help you recover that poller license, I'm afraid. :-(

See below for something that should get you your poller license back. But if your main APM license is incorrectly marked as expired, you will still have to contact customer service.

SolarWinds Customer Service

Be assured, I will forward your usability comment to the licensing team.

 

Roger Wong, Lead Information Developer, SolarWinds, Inc.

  • | Post Points: 1

333 Posts
Points 1,862
SolarWinds Employee
Answered (Verified) Roger Wong replied on Fri, Aug 14 2009 5:14 PM
rated by 0 users
Verified by the_toilet

Okay, I think I have a solution. This works on my test server:

 

1. On your APM server, run Start > SolarWinds > SolarWinds License Manager Setup

2. Install the license manager program.

3. Run license manager once, and then quit without doing anything.

4. Run license manager one more time, wait for it to detect the upgrade.

5. Check 'Application Performance Monitor v3 Polling Engine ALX', and then click DEACTIVATE

6. Click 'Deactivate' on the dialog box to confirm the deactivation.

 

This should put your APM v3.0 Polling Engine ALX license back into your pool of unregistered licenses.

Roger Wong, Lead Information Developer, SolarWinds, Inc.

  • | Post Points: 25

1,585 Posts
Points 21,731
Moderator
SolarWinds Certified Professional
SolarWinds Employee
mcbridea replied on Fri, Aug 14 2009 5:26 PM
rated by 0 users

Dan - let us know if this works.

Andy

Andy McBride, Technology Support Specialist - SolarWinds

Follow Me on Twitter

  • | Post Points: 3

244 Posts
Points 868
SolarWinds Certified Professional
the_toilet replied on Fri, Aug 14 2009 5:31 PM
rated by 0 users

trying now...

 

james on the US help desk has reactivated my license on for portal for me, but i need to get to the point where i can get the core Poller back up and running on a trial version..  but it thinks it ids a poller...  if this works, it mught work when ir einstall

otherwise i will need advice on a  reg hack

  • | Post Points: 1

244 Posts
Points 868
SolarWinds Certified Professional
the_toilet replied on Fri, Aug 14 2009 5:33 PM
rated by 0 users

ok guys, my server is behind a proxy..  how does one make license manager proxy aware?

  • | Post Points: 1

244 Posts
Points 868
SolarWinds Certified Professional
the_toilet replied on Fri, Aug 14 2009 5:59 PM
rated by 0 users

Roger,

this appears to have worked...  process went like this:

SW support reactivated my APM oller license
i managed to deactivate the mistakenly applied poller license from the core APM server
I then reinstalled APM 3.0 SLX
when it asked me to license, i selected to continue Evaluation

APM then came up.

questipons

1. how long will it let me eval before breaking?  i need a week
2. why did the APM installer let me installt he wrong license?  i might have been a dumb a$$ for doing it, but can it be prevetned int he future?

thansk all for your help, you all rule as always!!!

  • | Post Points: 3

333 Posts
Points 1,862
SolarWinds Employee
Roger Wong replied on Fri, Aug 14 2009 6:43 PM
rated by 0 users

It should give you 30 days, as this is the first time you've evaluated APM 3.0 on this server. 

As to why the installer happily accepted an incorrect license type, well, I wish it hadn't. I'll open a bug for this too. Though, I am glad you were able to get running again without having to wait over the weekend.

Roger Wong, Lead Information Developer, SolarWinds, Inc.

  • | Post Points: 3

92 Posts
Points 240
SolarWinds Certified Professional
TGhosh replied on Mon, Nov 9 2009 9:17 PM
rated by 0 users

This issue just occured for the second time in a week, yeilding my Production APM installation completely down. 

I've opened case 126588 and performed the workaround that was described above. It seemed to work for a few days and now my Orion Module Engine service is in a repeated reboot cycle. 

This problem is totally unacceptable considering what we paid for an ALX license of APM.  The new licensing changes in APM 3.0 seem to be buggy, as stated by the SW support rep. I'm going to attempt to remove the license from APM and just run it as a 30 day eval. My sales rep is getting a call first thing in the morning!

This is what is showing up in the logs.

Unhandled Exception caught in APM Service Engine startup. The type initializer for 'SolarWinds.APM.Common.Licensing' threw an exception.

 

 

NPM 9.5, APM 3.0, NCM 5.5, NTA 3.5, Engineering Toolset v10

Technology Operations - GAIN | Capital Group - www.gaincapital.com | www.forex.com

  • | Post Points: 3

336 Posts
Points 2,065
SolarWinds Employee
Peter.Cooper replied on Mon, Nov 9 2009 11:33 PM
rated by 0 users

Hi Tgosh -

I've checked in on your support ticket, and see that: you're up and running, we've got some logs attached to the ticket, and our customer service staff have an action item against your APM ALX license. I was very proud to see you engaged our support staff activated in the middle of my night. 24/7 hoorah. :)

Peter Cooper, Principal Developer : Ottawa, Canada

  • | Post Points: 1
Page 1 of 1 (10 items) | RSS

© 2003 - 2010 SolarWinds, Inc. All Rights Reserved.

Who is SolarWinds?

SolarWinds is rewriting the rules for how companies manage their networks. Guided by a global community of network engineers, SolarWinds develops simple and powerful network management software and network monitoring software for networks of all sizes. SolarWinds also offers a network certification program to become a SolarWinds Certified Professional (SCP).

What is thwack?

thwack, SolarWinds online community site, was designed by network engineers, for network engineers. thwack is a vibrant, growing community of more than 30,000 IT pros who share a passion for technology.

Explore Resources, Answers, Templates, and Advice

Download Free Networking Tools

Learn More About SolarWinds Products