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Troubleshooting licensing

The following table provides some issues and solutions for troubleshooting licensing.

IssueAction/Information
I want to copy or clone a VM on which SDL LiveContent Reach is installed.

Do I need a new license file?

After copying the VM, you will need a new license file.

Contact SDL customer support to get a new license file. For details, see Obtaining a License File and Manually installing a license file.

I already copied or cloned a VM on which SDL LiveContent Reach is installed. The application and all of the license tokens in my license file are still functioning.

Do I need a new license file?

You need a new license file. While the application may work temporarily, the license tokens eventually will stop working on the system when the license server completes its periodic refresh.

Contact SDL customer support to get a new license file. For details, see Obtaining a License File and Manually installing a license file.

My license file has the lcusers token, but my application is preventing more than 20 users from accessing the system.The lcusers token was used only in Version 5.0 of this product and has been deprecated for subsequent releases.

Contact SDL customer support to get a new license file. For details, see Obtaining a License File and Manually installing a license file.

How do I gather additional troubleshooting information for SDL customer support?You can use the RLM tools and status through the web to view licensing information. In a web browser, open http://LiveContentserver:5054

Click Diagnostics. You will be prompted to choose the location of the diagnostics file which will be created. Click Run Diagnostics to create the file. Send this file to SDL customer support.

How do I view license information?You can use the RLM tools and status through the web to view licensing information. In a web browser, open http://LiveContentserver:5054

The RLM manual is also available from this URL. Optionally, you can use the RLM tools at the command-line. View the RLM manual for more information.

What is the Reprise license manager version?10.1
What is the service name for the license manager in Windows?SDL_License
What license tokens does SDL LiveContent Reach use?
  • lcprod—allows upload and prepare of publications
  • lcpackage—allows the creation of packages and distribution profiles
  • lcanalytics—allows Analytics information to be gleaned from audit trails
  • rlm_server_enable_vm —not a token per se, but required for the license to function if SDL LiveContent Reach is installed on a virtual machine, as opposed to a physical stand-alone computer
How are tokens are counted?Each SDL LiveContent Reach server (regardless of the type of server it is) consumes a token. Product features (such as packaging and importing and preparation of publications) must be present in the license file for those features to function.
How do I restart the SDL License Manager?For Windows, restart the SDL_License service.

For Linux, log in as the root user, and type the following at a command prompt:

/etc/init.d/SDL_License restart

How do I share a license via sdlxysoft_LICENSE system environment variable?

RLM runs on port 5053. A typical license in this scenario would have 3 lcservers tokens in a license file created against the hostname and hostid of a single server. The other two servers would create the environment variable sdlxysoft_LICENSE and define it as "5053@hostname," where hostname is the name of the server with the actual license. All 3 servers could run SDL LiveContent Reach simultaneously, because each would be given a token. If a 4th server tried to run, the count would be exceeded and server would be refused.