SySAM Troubleshooting Details

Learn about troubleshooting SySAM.

Troubleshooting SySAM
Description	What to do
The installation program issues a warning about not finding a suitable license	If you select a served license model, the installation program checks for a license with the selected product edition and license type. You see a warning message if no suitable license is available. If the existing Sybase Unwired Platform server can check-out licenses, verify that the license you are using authorizes the update you are applying. This can be determined using the date-based version of your license file and the release date of the update. You must have a license with a date-based license file that is later than or equal to the date the update was released. Sybase Unwired Platform provides a grace period for updating the licenses after support is renewed. To view the expiration date for your license, in the Sybase Control Center folder for your server, open the Users folder, go to the Messaging tab, and click Licensing. The date-based version of the license can be determined by looking at the license checkout message in the Sybase Unwired Platform error log, or by examining the license itself. See Appendix A, “Anatomy of a License,” in the Sybase Software Asset Management Users Guide. Determine the release date of Sybase Unwired Platform by the date in the version string, cover letter, or SPDC download link. This date is also included in the error message. You can download an updated license from SPDC if your support has been paid through the release date the update. If your support has not been paid, you are not authorized to install an update. See Appendix B of Sybase Software Asset Management Users Guide for an explanation of how SySAM uses date-based versioning. See “Updating your Sybase licenses” in Chapter 3, “Getting and Using your Licenses,” in the Sybase Software Asset Management Users Guide for information about updating your license.
The license server executables and scripts are not installed	The sysam.bat wrapper script and the executables for the license server (lmgrd.exe and SYBASE.exe) cannot be found in the SySAM bin directory. The SySAM license server has a separate installer. To install the license server, run the license server installer that is included on your product installation media. Alternatively, you can download a standalone SySAM license server installation program from SPDC.
The license server does not start	The most common cause for the license server failing to start is that there are no served licenses in the server; there must be at least one served license in the licenses directory. When you install a new license server, there are no served licenses in the licenses directory and the license server does not start until you activate a license from SPDC and copy it into the licenses directory. Other causes for license server not to start include: The license activated from SPDC is an unserved license. Examine the license files. Served licenses always start with a `SERVER` header. If you do not see a line starting with `SERVER`, you are using an unserved license. The port number you are using for the license may already be in use. Use `"netstat -a"` to determine whether the port number is available. If it is not, either free the port or use a different port number for the license server. The host name recorded in the `SERVER` header does not match the actual host name. The host name is recorded next to the `SERVER` keyword. If it does not match, correct the host name in the license file or set it to `"this_host"`, which is a keyword that works with any host name. The licenses copied may be activated for a different machine. Examine the host ID recorded in the line. It is recorded next to the host name in the `SERVER` header. It must match the host ID for the machine where the license server will be running.
The license server does not recognize the license files	If the license server refuses to serve the licenses, it may be because: The license was activated for a different machine or using an incorrect host ID. Compare the host ID in the license with the host ID for the machine. If they do not match, check the license back in to SPDC, then regenerate it with the correct host ID. The license has been altered. The license is rejected if you change information. If you create the license by typing from a paper copy, verify that there have been no data entry errors. You can also download a new copy of the activated license from SPDC. If the Host ID for your platform is based on the network adapter identification, verify that you have used an ID associated with a valid network interface controller (NIC). IDs associated with loopback adapters are invalid. If the ID associated with a removable network adapter was used, ensure that the adapter is attached to the computer.
With a served license, Sybase Unwired Platform installer generates a license check-out failure error and cannot complete the installation	This is most likely due to unavailability of a port for the license server's VENDOR SYBASE daemon to use in communicating with Sybase Unwired Platform. Check the entries in the sybase.log file in the SYSAM-2_0\log directory where the SySAM license server is installed. Locate the line containing "FLEXnet Licensing" – your log file may look something like this: 11:20:27 (lmgrd) FLEXnet Licensing (v11.6.1.0 ... 11:20:27 (lmgrd) Copyright (c) 1988-2008 Acresso ... 11:20:27 (lmgrd) US Patents 5,390,297 and 5,671,412. 11:20:27 (lmgrd) World Wide Web: http://... 11:20:27 (lmgrd) lmdown/lmreread only allowed on ... 11:20:27 (lmgrd) License file(s): .../licenses/... 11:20:27 (lmgrd) lmgrd tcp-port 27000 11:20:27 (lmgrd) Starting vendor daemons ... 11:20:27 (lmgrd) Started SYBASE (internet ... About 6 lines below the "FLEXnet Licensing" line is a line containing "lmgrd tcp-port," and just below that should be a line containing "Started SYBASE." If you do not see the "Started SYBASE" line, with no error messages in it or immediately following it, the license server started up without successfully opening a port for the VENDOR SYBASE daemon. Contact your network security administrator and arrange for a port number to be available, then restart the license server. Check the sybase.log file again to be sure that the port was successfully opened. If you see the "Started SYBASE" line, with no error messages, the license server successfully opened a port for the VENDOR SYBASE daemon. Edit this port number from the "lmgrd tcp-port" line into your Sybase Unwired Platform license file. See Setting a Fixed Port Number for SySAM License Server.
Sybase Unwired Platform does not start, and generates a license check-out failure error	If Sybase Unwired Platform cannot check out the required license, it determines whether the license can be issued in grace mode. If a grace period cannot be given, the license is not granted. If the base license for Sybase Unwired Platform ( `SUP_ENTSRVR`, for Enterprise Deployment Edition, `SUP_ENTDEV` for Enterprise Developer Edition, or `SUP_DEVELOPER` for Personal Developer Edition) was in grace mode and the issue is not fixed by the end of the grace period, Sybase Unwired Platform fails to start. For more information, see “Sybase Unwired Platform cannot check out a license and starts with license in grace mode” in this table. The troubleshooting tips for resolving licenses issued in grace mode apply to solve this issue as well.
Sybase Unwired Platform cannot check out a license and starts with license in grace mode	Execute the sysam diag feature_name command from the SySAM bin directory , where `feature_name` is the SySAM feature name for Sybase Unwired Platform or the optional feature that is in grace mode. The feature name is printed in the Sybase Unwired Platform error log and in the optional e-mail notifications. If the diag command shows that there are no licenses available for check-out, it may be due to one of these reasons: If you are using a served model: Verify that the license server is running and reachable from the machine you are using. Use `"sysam status"` to verify that you can access the license server. If you cannot access the license server, make sure it is running. If the license server is running, use `"sysam status -f feature_name"` to determine whether the license server is serving a license for the given feature. If not, obtain the correct licenses from SPDC. All licenses on the license server may be in use. If `"sysam status -f feature_name"` indicates that no licenses are available, obtain additional licenses or shut down existing instances of Sybase Unwired Platform. If you are using an unserved model: The license for the given feature may not be in the local licenses directory. Obtain the correct licenses from SPDC and copy them to the local licenses directory. The license may have been activated for a different machine or with an incorrect host ID. Check the license back in to SPDC and reactivate it with the correct host ID. The available licenses are for a different operating system or architecture. Obtain license for the correct platform from SPDC. If you are running in a terminal server environment, you cannot use unserved licenses. Set up served licenses. The available license may not authorize use of this version of Sybase Unwired Platform. For information about date based versioning, see Appendix B, “Installing Product Updates, EBFs, and Support Renewal” in the Sybase Software Asset Management Users Guide. For information on updating your license, see the “Updating your Sybase licenses” section in Chapter 3, “Getting and Using your License,” in the Sybase Software Asset Management Users Guide.
Sybase Unwired Platform cannot check out a license and starts with license in grace mode (continued)	If the diag command shows that the license for the given feature is available, Sybase Unwired Platform may not be able to check it out because: The product edition or license type does not match the requirement. If the product edition and license type configuration parameters are set, Sybase Unwired Platform uses only the license that matches these settings. Also see “Sybase Unwired Platform cannot find license for optional feature, even though the license exists” in this table.
Sybase Unwired Platform shows licenses as being in grace mode even after the issue has been fixed	Sybase Unwired Platform periodically performs license checks, and the license status is updated only after the next heartbeat cycle is completed. This may take a few hours.
Sybase Unwired Platform cannot find license for an optional feature, even though the license exists	Execute `"sysam diag feature_name"` to ensure that license for the optional feature exists and can be checked out from the machine on which Sybase Unwired Platform is running. If the feature exists, but cannot be checked out from Sybase Unwired Platform, it may be because: The optional feature is for a different edition. The active or standby flags do not match for the base server license for Sybase Unwired Platform and the optional feature.
Sybase Unwired Platform does not start with the expected edition or license type	If the edition and license type configuration parameters are not set, Sybase Unwired Platform uses the first available base license ( `SUP_ENTSRVR`, for Enterprise Deployment Edition, `SUP_ENTDEV` for Enterprise Developer Edition, or `SUP_DEVELOPER` for Personal Developer Edition) . If you have multiple base licenses with different editions and license types, the first-available depends on many factors such as license file directory sort order, available licenses on the license server, and so on. The product edition and license type that are granted by SySAM cannot be guaranteed. Sybase recommends that you set the edition and license type configuration parameters. During installation, you set these parameters on the license details page, following the end user license agreement. To change these parameters after installation, see Upgrading License Files. When these parameters are set, Sybase Unwired Platform starts with that configuration. If a matching license is unavailable, Sybase Unwired Platform starts in grace mode (if available) to allow you to resolve the licensing issue.