SySAM Problems and Solutions

If the product does not install or does not function after installation, check for a solution before contacting Technical Support.

Error Possible Causes Solution
Installation warning: cannot find a valid license. You may not have the required licenses installed, or the licenses may be incorrect for the product or feature you are trying to install.

See Installing for the First Time in the SySAM Users Guide.
Cannot install Adaptive Server, or Adaptive Server does not start in a virtual environment.
When this occurs, Adaptive Server reports an error similar to this:
Cannot determine the
total number of processor
cores on the machine from 
within this virtual system.
The ASE_CORE ("CH") license
type is restricted for use
on a machine with a maximum
of 2 processor chips
regardless of whether the 
virtual system is limited to
use fewer processor chips. 
You need to run 'sysamcap'
on the physical machine 
(or virtual-machine/partition
control domain) and set the
reported environment
variable prior to running
Installer.
Either:
  • Adaptive Server is running on a virtual system that does not have access to the processor counts of the physical machine (this applies to all virtual environments except AIX LPAR and HP-UX vPar), or
  • Adaptive Server is using a license type that is restricted for use to a machine with no more than a specific number of processors; for example, you cannot use Adaptive Server Enterprise Small Business Edition on a machine with more than two processor chips.
  1. Run the sysamcap machine command on the physical machine or control domain for the virtualization technology (for example, the VMware ESX console or XEN dom0).
  2. Prior to running the product or product installer, set the environment variable reported.

See the SySAM Sub-capacity licensing section of the SySAM Users Guide for more information.
Updating an existing installation. Make sure your license authorizes you to install the update. See Installing Product Updates, EBFs, and Support Renewal in the SySAM Users Guide. If your license does not allow you to perform the update, the product may not be usable. If you are installing an update that is authorized by the license, see the solution for Product cannot check out a license and starts in grace period, below, before you proceed with the update.
License server executables and scripts not installed. When you installed your product, the license server was not installed. Some product installations offer the option to install a license server; however when available, this option, by default, is not selected for installation. You may need to explicitly install a license server. See your product installation guide and release bulletin to determine if the product installer offers this option.
Use one of the following solutions:

  • If your product offers the option to install a license server, use the instructions in the product installation guide to install the license server.

  • If your product does not include the option to install a license server, go to http://www.sybase.com/products/allproductsa-z/sysam/server and click Download the SySAM Standalone License Server.
License server does not start. See Possible Causes of a License Server Failure in the SySAM Users Guide. Go to SAP Service Marketplace (SMP) or Sybase Product Download Center (SPDC), generate a valid served license for your product, and copy it into the licenses directory on the machine where the license server is installed. See Generating Licenses at SMP or Generating Licenses at SPDC.
License server does not recognize the license files.

  • The license was generated for a different machine or generated using an incorrect host ID.

  • The license has been altered. You cannot change any information in a generated license.

  • If the host ID for your platform is based on the network adapter identification, the most common problem occurs when you have used an ID associated with the address of a virtual network adaptor.

  • Verify that the host ID recorded in the license file matches the host ID of the actual machine for which the license was issued. If the host IDs do not match, go to SMP or SPDC, check in the license, then regenerate the license with the correct host ID.

  • If your license is being created by typing from a paper copy, verify whether errors occurred when the license information was entered. You can also download a new copy of the activated license from SMP or SPDC.

  • If the host ID for your platform is based on a network adapter, verify that the ID you are using is associated with a valid NIC and that the ID is not associated with loopback or virtual adapters. If the ID you are using is associated with a removable network adapter, verify that the adapter is actually attached to the computer.
Linux virtual machine does not appear to be part of the Microsoft Hyper-V host. /usr/sbin/dmidecode in Linux virtual machine cannot read from /dev/mem. Log in to Linux virtual machine as root, then execute chmod 4555 /usr/sbin/dmidecode.
Product does not start, license checkout error.

  • You have not generated and deployed the valid licenses for the product requesting licenses.

  • The required license does not exist and the product does not award a grace period.

  • The product is configured to use the wrong edition or license type.

  • You have the wrong host ID for an unserved license.

  • When multiple product editions include optional features, the features are offered as separately licensed items for each edition. Licensed optional features work only with the licensed base product of the same edition. For example, if you order Adaptive Server Enterprise, you cannot use a Small Business Edition optional feature license with an Enterprise Edition base product.

  • You are using an unserved Standalone Seat (SS) type license on a terminal server.

  • The license is for a different operating system.

  • The license is a Floating License (FL) but is currently in use elsewhere.

At a command prompt or in a terminal window, execute the following commands, where feature_name is the name of the feature for which SySAM failed to check out a license:

sysam diag feature_name

If the SySAM script is unavailable, enter:

lmutil lmdiag -c license_directory_location feature_name

Go to SMP or SPDC and generate required licenses for your product. To use a separately licensable optional feature, you must have a license for both the base product and the option. If the product has more than one edition, the edition of the base product and option must be the same.

If you generated an invalid license, check in the license at SMP or SPDC, and regenerate the license with the correct information.
Product cannot check out a license and starts in grace mode.
To help you determine the possible causes when your product cannot check out a license, execute the following command from the SYSAM-2_0/bin directory, at a Windows command prompt or in a UNIX system terminal window, where feature_name is the name of the feature license that cannot be checked out. 
sysam diag feature_name
If the command output says that no licenses are available for checkout, this may be due to an issue with with a deployment model. See Unserved License Deployment Models and Served License Deployment Models.
 See Served License Deployment Models or Unserved License Deployment Models, both in the SySAM Users Guide.
Product continues to run in grace meriod after fixing a license problem. The license status has not yet been updated. When the product periodically performs license checks, the license status is not immediately updated. Wait up to 6 hours for server products, and up to 1.5 hours for tool products.
Product cannot find licenses for optional features. You either have not installed the license for the optional feature, or the license exists, but cannot be checked out. See Solution for Problem: Product Cannot Find Licenses for Optional Features in the SySAM Users Guide.
Product obtains the wrong license.
These locations are searched, in the order specified, until a suitable license is found. When a license directory is specified, license files in that directory are loaded in the directory sort order. When a product looks for a license, it looks in:

  • The locations that represent the values set for the SYBASE_LICENSE_FILE and LM_LICENSE_FILE variables. SAP does not advocate using environmental variables and recommends that all licenses be located centrally in the expected licenses directory.

  • All files with a .lic extension in the licenses directory. This location is product specific, though typically the directory is $SYBASE/SYSAM-2_0/licenses.

The first license that matches the feature name, version, edition, and license type filter is used; however, this license may not be the intended license your product requested.

  • Configure your product to choose a license for a specific edition and license type.

  • If you are using served licenses, use the options file to ensure that the correct license is used.
lmgrd is not running: Cannot connect to license server system. The license server manager (lmgrd) has not been started yet, the wrong port@host or license file is being used, or the port or host name in the license file has been changed. One or more of the required executables is not present in the expected location.
If SySAM is running on any OS that requires IPv6 (Windows 2008 Server, for example) make these changes:
  1. Navigate to C:\SAP\SYSAM-2_0\bin\binIPv6.
  2. Copy these files:
    • installs.exe
    • lmgrd.exe
    • SYBASE.exe
  3. Paste the copied files into C:\Sybase\SYSAM-2_0\bind.
  4. If prompted to replace existing files, back them up first, then complete the replacement.
  5. If you get an error on replacing the files, make sure the SySAM service is not running.
  6. After files have been successfully copied, restart the SySAM service.
License checkout problems with unserved license. See Unserved License Deployment Models in the SySAM Users Guide.
License checkout problems with served license. See Served License Deployment Models in the SySAM Users Guide.
Running SySAM utilities such as sysamcap or cpuinfo in a non-English environment can produce an error message. The SySAM utilities can display a message similar to the following, in English, even if the files to which they refer are present:
Failed to open the localised message file
'../locales/unicode/sylapi/zh/cn/sylapi.lcu'
(il8nuni_FileOpen returned -479)
 You can safely ignore the message, or prevent it from displaying by setting this environment variable before running the utility:
LANG=en_US
Parent topic: Troubleshooting SySAM Errors