Issue Registering Renewed Maintenance License

Hello.

On the 26th of June 2020 we renewed our Maintenance on AETL (Enterprise) for a further 12 months. I entered the Name, License and Control values as we have in the past and got the message that the values were valid and 'STORED'. The services continued to run.

However, Today the 16th of July 2020 we noticed that entries in the Event Monitor Queue were not being serviced. I opened AETLE GUI on the same server and it indicated that our TRIAL had expired!!!

I have tried several times now and the process always indicates the values are valid and stored. But as soon as I restart the services (in particular the Directory Monitor Service) the TRIAL HAS EXPIRED message appears when I run teh AETL client and nothing in the QUEUE is being processed.

Please advise as soon as you are able as this is key to our business

Thank-You

I have spent some time today with developers discussing the issue.
When any of exe starts it checks the license.

Windows services check the license during execution on a regular basis until the software is registered.

There about 20 checks performed in total and if any of them fail the software is set back to "Trial state"

The internal release creates detailed log of registration process unfortunately it is too late to run it since the problem is already adressed

Most of the time registration problems arise due to access rights or locked files.
Rebooting computer helps most of the time.
Installing the latest version is not really necessary
Please note that you must register 32 bit and 64-bit version separately.

I hope I've answered your questions,

AETLE x64 v6.3.x

Hello, Whilst I am writing this we are trying various things at our end. However, At about 10:30AM AEST today I went on to our server and started up the DeskTop App to take a look at a job that seemed to have stalled. I was then given the AETL Dialog box that our License was flicked back to Trial and had expired. We have a paid up license for our Enterprise and Professional packages into 2021.

This is significant as we now have a number of ETL projects submitted but not getting processed. We have had this issue before and whilst it seemed to rectify itself after numerous retries to submit the keys we don't have a clear idea of what actually resolved the issue in the past. This is significant as it holds up other time critical downstream processes.

I have logged onto the server using the service account that runs the Agents and installed the Key. AETL always reports that it is valid and stored. The AETLE desktop App works. But as soon as I start the Agents, and then reopen the Desktop App, the expired trial license is back in play

Please advise

We have spent a lot of times trying to reproduce the problem and we could not.

The only solution I can see right now is creating a special edition for you which will never expire.

I have logged onto the server using the service account that runs the Agents and installed the Key. AETL always reports that it is valid and stored. The AETLE desktop App works. But as soon as I start the Agents, and then reopen the Desktop App, the expired trial license is back in play

Look like consistent behaviour for me.

I suggest we have a remote session later today.

Please do not reboot the computer or install any software until we have a look

Hi.

At this point in time the formal license seems to have stuck. But I suspect that the next time we restart the server itself, the license will flick back to Trial again. After using the Desktop App on the server numerous times to apply the license, it seemed to stick.

We can add the following

- We can see in the Windows Application Log The Directory Monitor and Main Agent both detected that the Trial had expired. Which was wrong as we have a fully paid license until mid 2021. Therefore, it must be some other check that it does. Would it be possible to log these checks to help determine which particular test is failing? May be it is a Folder Permissions issue? Maybe it is a timeout issue checking the license?

- I am currently away from the office, so my colleague logged into the server as the service account, stopped the services, applied the license again as an Administrator and restarted the agents. They noticed that one of the submitted jobs on the queue was processed.

- About 20 minutes later, the Windows App Log again shows that the agents detect the Trial License again

- my colleague repeated the license application again.

- At random times ranging from 20 - 50 mins the Agents would report that the license was back at the Trial Level. Also, my colleague was monitoring the AETL Event log and each time she noticed that some jobs would get processed and then stop again.

- This continued for at least 6 maybe more license applications and then it seemed to stick. All of the submitted jobs have processed and the agents have not detected a Trial license for over 1.5 hours.

The only other thing I can add is that during initial setup the AETLE software was installed under a user domain admin account on the server. But later as part of our security permissions review we used a different service account for the AETL Agents. This has been in place for several months with no issues.

We could uninstall all of the AETL software and reinstall as the service account but this will cause some disruption and today was challenging enough.

We are putting in our own monitoring on the event log for the Trial License. But, we still do not have any idea of what it is triggering it and why. I understand, you need to protect your software and intellectual property, but I think we have built up a fair enough profile of ourselves through this forum that we are strong supporter of the software and have where possible made suggestions to help its growth.

In this particular case, I'd like to suggest some type of less drastic method of protecting the license rather than preventing background services from processing submitted jobs. Whilst I appreciate there maybe something in our environment or setup that is contributing, this is not the first time it has occurred and each time has resulted in a fair amount of stress at our end and no real answer to the root cause.

Either myself or my colleague would be happy to provide remote access but this will need to be coordinated with us with a specific date and time due to the timezones and our normal business dependencies on the server hosting AETL.

Kind Regards
Bruce