Troubleshooting General Issues¶

Offline Environments     Online Environments

My PCoIP session licenses have disappeared¶

Your licenses have most likely expired. Contact HP Anyware Sales to re-activate your licenses.

My installation is taking a long time to complete¶

Offline systems can expect installation times of up to 10 minutes. If you are experiencing delays longer than this, or if your installation is quitting with a timeout error, check the system logs for errors and contact HP Anyware Support.

My installation is taking a long time to complete¶

Installation should typically take 1-2 minutes. If you are experiencing delays longer than this, or if your installation is quitting with a timeout error, check the system logs for errors and contact Support.

I forgot my HP Anyware License Server (offline) administrative password¶

If you forget the HP Anyware License Server administrative password, you will no longer be able to run most administrative commands. You will still be able to adjust proxy settings and change the listening port.

The HP Anyware License Server administrative password is not recoverable. To restore administrative access, you must:

1. Destroy the HP Anyware License Server's trusted storage folder (/var/opt/flexnetLS/TERADICI).
2. Reinstall the HP Anyware License Server.
3. Set a new HP Anyware License Server administrative password.
4. Reactivate any licenses that were previously activated on the HP Anyware License Server. The activation code (or keys) used must be identical to the original activations in order to preserve your licenses.

I forgot my HP Anyware License Server (online) administrative password¶

The HP Anyware License Server administrative password is not recoverable; however, you can restore the default password if you destroy and rebuild the license server's trusted storage. If trusted storage contains any active licenses, FlexNet Operations will restore them once the trusted storage is rebuilt.

To rebuild the trusted storage database:

1. Stop the License Server service

   sudo systemctl stop flexnetls-TERADICI
   

2. Verify that the process has stopped running. If it has not been stopped, kill it manually:

   sudo pkill -u pcoip_license_server
   

3. Delete the contents of the trusted storage directory:

   sudo rm -rf /var/opt/flexnetls/TERADICI/*
   

   Do not delete the TERADICI/ directory

   If the /var/opt/flexnetls/TERADICI/ directory is deleted, you must recreate it and assign the correct write permisions:

   sudo mkdir -p /var/opt/flexnetls/TERADICI
   sudo chown root.license_server /var/opt/flexnetls/TERADICI
   sudo chmod 775 /var/opt/flexnetls/TERADICI
   

4. Start the license server service:

   sudo systemctl start flexnetls-TERADICI
   

5. Reset the HP Anyware License Server administrative password:

   sudo pcoip-set-password
   

I've changed some configuration settings but the changes have not been applied¶

Configuration changes require a restart of the HP Anyware License Server service to take effect. To restart the service, use this command:

sudo systemctl restart flexnetls-TERADICI

My password fails when using the -p option¶

If your password contains reserved Linux characters like the pipe (|), the shell may interpret them as operators instead of string characters and break the command. In order to prevent the shell from interpreting operators, enclose your password in single quotes.

When I activate additional licenses under an existing activation code, the number of activated licenses I get is wrong¶

When you supply an activation count (-c) to pcoip-activate-*-license, you are setting the total number of licenses that should be active under that code. If you have 10 licenses and want to activate 5 more, you should run the activation command with -c 15 (not -c 5).

The HP Anyware agent reports that there are no available licenses¶

If the HP Anyware agent reports that that no licenses are available, consider the following possibilities:

• The HP Anyware License Server may be incorrectly configured and unable to communicate with your HP Anyware agents. The HP Anyware License Server should be available at https://<license-server-address>:<port(default=7070)>/request.
• HP Anyware agents must be configured to use the same port number as your HP Anyware License Server. By default, this is 7070. If you change the listening port on the HP Anyware License Server, you must also configure your HP Anyware agents to use the new value.
• The HP Anyware License Server may not have enough free licenses. Use pcoip-list-licenses to verify your available license count.

I've renewed my existing licenses but the expiration date has not been updated¶

It can take up to 24 hours for the license server to retrieve an update from FlexNet Operations. This delay should not impact your users, who will be covered by the 7-day grace period.

To force an immediate update, either restart the license server or re-activate an activation code.

My Certificate failed to validate¶

If the certificate fails to validate, it is likely because the Common Name for the certificate is invalid -- either incorrect, or not issued by a trusted Certificate Authority. Follow the instructions provided here to install or import certificates.

• On HP Anyware Agent for Linux machines, follow the instructions here to install or import the certificate.

• On HP Anyware Agent for Windows machines, follow the instructions here to install or import the certificate.

I cannot transfer files to an internet-connected machine¶

If you are not able to transfer files from the HP Anyware License Server to an internet-connected machine, the HP Anyware Suipport team will facilitate license activation for you. Create a ticket for assistance.

When you create the ticket, select Licensing as the case reason and include the VM_UUID of the HP Anyware License Server in your description. Run the following command to get the VM_UUID:

pcoip-get-license-server-id