Hivemanager not available due to license not checked with the license server

[david_deprez]

Hi all,

I have an issue with our new HiveManager (version 8.2r2e).

For now, I only have access to the basic management ("Device management", "Account settings" and "Administration") because the licence was not recently checked with the licence server.

When I connect, I can see this warning message :

Your permission of account will automatically be limited because HiveManager lost the connection with the license server (hmupdates.aerohive.com). Please check your network settings.

For now, I have configured our firewall to allow the Hivemanager to access to "hmupdates.aerohive.com" websites.

But after a reboot, I still have the same issue.

I tried to re-encode the same key, but I receive an error :

The object cannot be created because the item "G6X5T-xxxxxxxxxxxxxxxxxxxxxxxxxxx-UYMGX" already exists.

Can someone tell me how to force the manager to check the licence with the license server ?

Or how to reactivate it ?

Thanks in advance for your help.

Best regards,

David

[samantha_lynn]

That would be a good place to start, would you be able to open a case with your Aerohive Partner to request help removing the old key from the shell of your HiveManager? Once they've done that for you, we can reinitialize it and re-apply it to see if that resolves your issue.

[david_deprez]

Hi Sam,

Yes, I can see the allowed traffic in our firewall :

I have also tested communication with the "Submit updated user registration information to Aerohive" button and it's working fine.

Perhaps is it possible to have a new key to activate the appliance again ?

Or remove the current key and add it again (after reseting in the Aerohive licence server) ?

Thanks for your help.

[samantha_lynn]

Are you seeing traffic in your firewall reaching the license server? You can reboot the HM to force a check in with the license server.