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reactivate licenses

Answered
Permanently deleted user

 

Hello Team,

We have 2 nxWitness servers to record IP Camera data. We've recently added some IP camera's license to the server.

Then, we rebooted those servers because an IP camera wasn't recognized on it. However, after rebooting the servers, the added licenses were deactivated.

We tried to reactivate the licenses but couldn’t. the message was like “the license was already activated on a different server.”
We’re sure that we tried to activate it on the same server.

Could you tell how you reactivate the license?
If you need further information, let us know what you need.

Regards,
Kai

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Comments

9 comments

Date Votes
  • Norman
    • Network Optix team

    Hi @...,

    Licenses cannot be deactivated by rebooting the server.

    Due to the notification:

    “The license was already activated on a different server.”

    I assume the hardware ID was changed and therefore this notification arises.

    Can you tell more about your system?

    What OS are you using? Are you using virtualization? Docker? Which version of Nx Witness? Etc.

     

     

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  • Permanently deleted user

    Hi Norman,

    Thank you for your response.

    We didn’t make any changes to the server's hardware. So, we don’t know why hardware ID was changed.  If we sent some logs to you, is that possible to analyze them?

    Here are more details.

    • Server Information
      • Hostname:camsv-0001
        • OS&Version:Ubuntu 18.04.4 LTS
      • Hostname:camsv-0002
        • OS&Version:Ubuntu 18.04.4 LTS
      • Both of our servers are on-premises and have no virtualization.
    • nxWitness Information
      • Version:4.0.0.29987
    • nxWitness Professional Recording License  Information
      • Total:63
        • We initially installed 55 lineses.
        • Then, we added 1 license about 1 year ago
        • We recently added  7 licenses on Aug 19th. 
    • Client
      • AXIS’s IP Camera x 56
    • Network Diagram
    • The chronological order until added licenses were gone.
      • added 7 new Professional Recording licenses to nxWitness around Aug 19th .
      • installed a new camera.
      • The new camera was found on nxWitness but not authorized.
      • tried to reboot servers some times.
      • 1 license added about 1 year ago was deactivated.
      • We removed 7 licenses added on Aug 19th from the server once. Then, we tried to install them but couldn’t.
    • What we hope
      • reactivate 1 license which was added 1 year ago.
      • reinstall 7 new licenses.

     

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  • Norman
    • Network Optix team

    Hi @...,

    I see. Recently some old and unsupported drivers were removed from the Linux kernel, causing some NICs to stop working or change their UUID. Nx Witness requires the motherboard and NIC UUIDs to create a unique HWID for Nx Witness. If one of them changes, the HWID will change as well.

    So please update the NIC drivers or clone the original MAC address of the NIC and the HWID should be restored.

    Be aware that the above is based on the assumptions that a kernel update took place that removed the NIC drivers.

    If the above isn't possible, you could contact your Nx Witness reseller, and they can deactivate the license keys for you, so you can add them to the system again with the new HWID.

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  • Permanently deleted user

    Hi Team,


    Thank you for your kind support. We'll ask the reseller.


    regards,
    Kai Fujita

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  • Permanently deleted user

    Hi Team,

    We’re asking the reseller. However, we’ve found some  strange logs in hw_log.log . 

    It seems like the MAC Address which is chosen when nxWitness boots up is frequently changed.  Why is that? We thought this could be the reason for the hardware ID change. Is there any way to stick with one MAC address?

     

    camsv-0001:~$ cat /opt/networkoptix/mediaserver/var/log/hw_log.log | grep Specified | sed -e 's/^.*,"mac"//' -e 's/"memoryPartNumber.* Specified"//'

    :"4C:D9:8F:8C:86:EB",,"nics":[{"mac":"4C:D9:8F:8C:86:EB","xclass":"XXX"},{"mac":"4C:D9:8F:8C:86:EB","xclass":"PCI"},{"mac":"4C:D9:8F:8C:86:EB","xclass":"PCI"}]}

    :"4C:D9:8F:8C:86:EB",,"nics":[{"mac":"AA:27:96:23:A8:25","xclass":"XXX"},{"mac":"4C:D9:8F:8C:86:EB","xclass":"PCI"},{"mac":"4C:D9:8F:8C:86:EC","xclass":"PCI"}]}

    :"4C:D9:8F:8C:86:EB",,"nics":[{"mac":"FE:4C:94:8D:48:12","xclass":"XXX"},{"mac":"4C:D9:8F:8C:86:EB","xclass":"PCI"},{"mac":"4C:D9:8F:8C:86:EC","xclass":"PCI"}]}

    :"4C:D9:8F:8C:86:EB",,"nics":[{"mac":"32:5F:2D:7F:95:6E","xclass":"XXX"},{"mac":"4C:D9:8F:8C:86:EB","xclass":"PCI"},{"mac":"4C:D9:8F:8C:86:EC","xclass":"PCI"}]}

    :"4C:D9:8F:8C:86:EB",,"nics":[{"mac":"D2:A7:CC:E3:5A:FE","xclass":"XXX"},{"mac":"4C:D9:8F:8C:86:EB","xclass":"PCI"},{"mac":"4C:D9:8F:8C:86:EC","xclass":"PCI"}]}

    :"4C:D9:8F:8C:86:EB",,"nics":[{"mac":"4C:D9:8F:8C:86:EB","xclass":"XXX"},{"mac":"4C:D9:8F:8C:86:EB","xclass":"PCI"},{"mac":"4C:D9:8F:8C:86:EB","xclass":"PCI"}]}

    :"4C:D9:8F:8C:86:EB",,"nics":[{"mac":"4C:D9:8F:8C:86:EB","xclass":"XXX"},{"mac":"4C:D9:8F:8C:86:EB","xclass":"PCI"},{"mac":"4C:D9:8F:8C:86:EB","xclass":"PCI"}]}

    :"4C:D9:8F:8C:86:EB",,"nics":[{"mac":"6A:7F:8F:B9:BA:AA","xclass":"XXX"},{"mac":"4C:D9:8F:8C:86:EB","xclass":"PCI"},{"mac":"4C:D9:8F:8C:86:EC","xclass":"PCI"}]}

    :"4C:D9:8F:8C:86:EC",,"nics":[{"mac":"4C:D9:8F:8C:86:EC","xclass":"XXX"},{"mac":"4C:D9:8F:8C:86:EC","xclass":"PCI"},{"mac":"4C:D9:8F:8C:86:EC","xclass":"PCI"}]}

    :"4C:D9:8F:8C:86:EC",,"nics":[{"mac":"1E:5B:51:CF:9B:C1","xclass":"XXX"},{"mac":"4C:D9:8F:8C:86:EB","xclass":"PCI"},{"mac":"4C:D9:8F:8C:86:EC","xclass":"PCI"}]}

    :"4C:D9:8F:8C:86:EC",,"nics":[{"mac":"4C:D9:8F:8C:86:EC","xclass":"XXX"},{"mac":"4C:D9:8F:8C:86:EC","xclass":"PCI"},{"mac":"4C:D9:8F:8C:86:EC","xclass":"PCI"}]}

    :"4C:D9:8F:8C:86:EC",,"nics":[{"mac":"4C:D9:8F:8C:86:EC","xclass":"XXX"},{"mac":"4C:D9:8F:8C:86:EC","xclass":"PCI"},{"mac":"4C:D9:8F:8C:86:EC","xclass":"PCI"}]}

    :"4C:D9:8F:8C:86:EC",,"nics":[{"mac":"0E:A9:01:D0:2A:51","xclass":"XXX"},{"mac":"4C:D9:8F:8C:86:EB","xclass":"PCI"},{"mac":"4C:D9:8F:8C:86:EC","xclass":"PCI"}]}

    :"4C:D9:8F:8C:86:EB",,"nics":[{"mac":"4C:D9:8F:8C:86:EB","xclass":"XXX"},{"mac":"4C:D9:8F:8C:86:EB","xclass":"PCI"},{"mac":"4C:D9:8F:8C:86:EB","xclass":"PCI"}]}

    The server uses linux bonding.  

    Here is bonding information.

     

    camsv-0001:~$ cat /proc/net/bonding/bond0

    Ethernet Channel Bonding Driver: v3.7.1 (April 27, 2011)

     

    Bonding Mode: fault-tolerance (active-backup)

    Primary Slave: None

    Currently Active Slave: eth0

    MII Status: up

    MII Polling Interval (ms): 100

    Up Delay (ms): 0

    Down Delay (ms): 0

    Peer Notification Delay (ms): 0

     

    Slave Interface: eth0

    MII Status: up

    Speed: 1000 Mbps

    Duplex: full

    Link Failure Count: 0

    Permanent HW addr: 4c:d9:8f:8c:86:eb

    Slave queue ID: 0

     

    Slave Interface: eth1

    MII Status: up

    Speed: 1000 Mbps

    Duplex: full

    Link Failure Count: 0

    Permanent HW addr: 4c:d9:8f:8c:86:ec

    Slave queue ID: 0

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  • Norman
    • Network Optix team

    Hi @...,

    You're right. The changing MAC addresses are causing the HWID to change, which make the licenses unavailable.

    OS support, in general, is outside our scope of support, but what you could try is the following.

    Go to the config files for each NIC and change the HWADDR into a MACADDR. This should, in theory, keep the same MAC address after each reboot of the network services or the server as a whole.

    So for example:

    [eth0]
    DEVICE="eth0"
    BOOTPROTO="none"
    MACADDR="00:50:56:2f:f8:58"
    NM_CONTROLLED="no"
    ONBOOT="yes"
    TYPE="Ethernet"
    MASTER=bond0
    SLAVE=yes
    UUID="143eb7d2-a480-42a3-8b78-3be1029d23bf"

    and: 

    [eth1]
    DEVICE="eth1"
    BOOTPROTO="none"
    MACADDR="00:50:56:25:12:52"
    NM_CONTROLLED="no"
    ONBOOT="yes"
    TYPE="Ethernet"
    MASTER=bond0
    SLAVE=yes

    If this had been sorted, your reseller can support you with the deactivation of the licenses, to make them available again for your system.

    If you would like to have some trial licenses to experiment with while fixing the issue, please let me know, and I'll provide some.

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  • Permanently deleted user

    Hi Norman,

    Thank you for your advice and offer. We'd like to have some trial licenses to troubleshoot our issue. 

    We're not sure how many you can provide but is that possible to give 5 licenses? We're fine if it's lower than 5.

    Regards,

    Kai Fujita 

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  • Norman
    • Network Optix team

    Hi @...,

    I just emailed you the temporary licenses.

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  • Permanently deleted user

    Hi Norman,

    Thank you! We've got the liceses.

    Regards,

    Kai Fujita

    0

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