INSTALL Info: Common License and License Key Errors

Product Not Licensed Exception

When attempting to create an attribute, dimension, or module, the user receives the following error:

ProductNotLicensedException

Though this error occurs within integrations, integrations are not necessarily the underlying issue. This error is related to the Data Warehouse license key.

If dev tools hint at an issue with license expiration, verify that the Data Warehouse license key is in the database (within SQL SolverDW > Common.licenses).

Determine within the table whether or not the license is expired. If there are multiple entries in this table, delete them and re-add the one that you have on file through the frontend.

If the expiration date has not passed, update/re-add the DW license key through the frontend to correct the error. If the expiration date for the DW license key has passed, please reach out to Solver Support.

Recap:

1. Check Data Connection, make sure you have a connection set-up
2. Re-enter your Data Warehouse license key (Private-Host Only)

3. If step one or two does not resolve your issue, the Data Warehouse license key may have expired. Please contact Solver Support.

Error occurred saving changes:DataWarehouse

When attempting to publish an integration, the following error occurs:

Error occurred saving changes:DataWarehouse

Follow the previous resolution as it is related.

1. Check Data Connection, make sure you have a connection set-up
2. Re-enter your Data Warehouse license key (Private-Host Only)

3. If step one or two does not resolve your issue, the Data Warehouse license key may have expired. Please contact Solver Support.

License update failed (Private Host)

When entering Data Warehouse license key into the portal, it returns the following error:

"license update failed".

This error can occur if the Data Warehouse database connection is not setup or is setup as Windows Authentication. To resolve, follow these steps:

1. Create a new Data Warehouse database connection under the Get Data module from the left navigation pane.
2. If the Data Warehouse database connection is already there, then edit the connection and ensure it is set with SQL authentication.
3. Retype the SQL authenticated username and password and save it again.
4. Then go back and enter DW license key again. 

Report Designer Menu Disappears After License Expires 

When a Cloud subscription is nearing expiration, administrators on both the Customer (formerly Company) & Tenant level will see a banner across the web portal interface noting how many days they have until the subscription and/or licenses expire. The warning banner will first appear within 60 days of the expiration date. The banner will change to red within 14 days of expiration. 

Once the expiration date passes, the Cloud web portal will be inaccessible with the exception of Home, Process Manager, Data Warehouse, and Settings. The rest of the left pane menu modules (Report Designer and/or Planning) will disappear. 

When subscriptions/licenses are renewed, these licenses will be accessible again.

Once licenses have been updated, there is no setting to turn the tenant back to active - the license update will do that automatically. However, there have been instances where the update was not successful and the licenses had to be manually reinstated by our Licensing team. Clearing cache and using different web browsers may resolve.

NOTE: There has been an issue relating to caching where license expiration is not a factor, causing the left pane menu modules Report Designer and Planning to disappear as a result. Often, this affects one or more users (but not all users at once). You should be able to resolve this by clearing cache and site data within your web browser.

Recap:

1. Clear your cache. This should only be related to specific users, not all users.
2. For any license updates not reflecting correctly, navigate to Settings > Administration > select the Company on the left side > Licensing tab > Click Update Licenses link.

You have more assignments than available in license

Upon logging in, the user receives the following error message:

"You have more assignments than available in license." 

When this error message appears on the user's login screen, it indicates the number of users assigned to a license exceeds the number of licenses the organization owns.  

NOTE: It is important if you have made any licensing changes to verify with our Accounting team (accounting@solverglobal.com) and make those changes accordingly within the Administration Settings > Licensing tab within the Cloud web portal.

To resolve this, the Customer Admin user must log in to the tenant and navigate to the Administration Settings to make the adjustments within the Licensing tab to correct the error as all other end-users will not be able to surpass this error on the login screen.

If changes in licensing were made but the licenses were not modified within the licensing tab, our team will have to drop the license assignments to the users to reflect correct license count.

License not saved, the customer has used too many tenants

When a user attempts to update their licenses in Administration > Licenses they receive the following error message:

License not saved, the customer has used too many tenants.

The user either needs to remove one (or more) of their environment/Portal or speak with their Solver Sales Rep to purchase additional tenants before click "Update Licenses". 

Properties:

Cloud

Private Host