Unable to load licenses from certificate store. Guid should contain 32 digits with 4 dashes (xxxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxx).

Products

• IT Management Suite

Issue/Introduction

The customer is unable to see or import ITMS Licenses.

If you try to install the licenses via SIM, SIM adds the licenses but at the end doesn’t display any of them.
The following errors appears in the NS logs:

Message 1:
Unable to load licenses from certificate store.
Guid should contain 32 digits with 4 dashes (xxxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxx).  

-----------------------------------------------------------------------------------------------------

Date: 4/5/2017 9:22:25 AM, Tick Count: 67841964 (18:50:41.9640000), Size: 2.59 KB
Process: SymantecInstallationManager (6416), Thread ID: 13, Module: SymantecInstallationManager.exe
Priority: 1, Source: Symantec.Installation.Model.LicenseManager.LoadLicenses


Message 2:

Unable to GetLicenseDetailsXMLInternal.GetLicenseDetailsXML() for Product: bddb06d9-0f1e-4b19-9d45-0879b4366466 )

Guid should contain 32 digits with 4 dashes (xxxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxx).

-----------------------------------------------------------------------------------------------------

Date: 4/5/2017 9:21:53 AM, Tick Count: 67810686 (18:50:10.6860000), Size: 4.04 KB
Process: w3wp (16864), Thread ID: 167, Module: Altiris.NS.dll
Priority: 1, Source:
Altiris.NS.Licensing.LicensingPolicyManager.GetLicenseDetailsXML

Message 3:
Licensing initialization failed.

Guid should contain 32 digits with 4 dashes (xxxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxx).

-----------------------------------------------------------------------------------------------------

Date: 4/5/2017 10:14:11 AM, Tick Count: 70948396 (19:42:28.3960000),  Size: 2.68 KB
Process: AeXSvc (12552), Thread ID: 18, Module: AeXSVC.exe
Priority: 1, Source: AeXService
 

Message 4:
Unable to load licenses via Altiris.NS.
Value cannot be null.
Parameter name: s

-----------------------------------------------------------------------------------------------------
Date: 4/5/2017 12:03:12 PM, Tick Count: 77488801 (21:31:28.8010000),  Size: 1.86 KB
Process: SymantecInstallationManager (12600), Thread ID: 17, Module: SymantecInstallationManager.exe
Priority: 1, Source: Symantec.Installation.Model.LicenseManager.LoadLicenses

 

When you try to use the RemovaLicense.exe, it errors out with  the same Guid should contain 32 digits with 4 dashes (xxxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxx) message.

Unable to load licenses from certificate store.
Guid should contain 32 digits with 4 dashes (xxxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxx).
   [System.FormatException @ mscorlib]
   at System.Guid.GuidResult.SetFailure(ParseFailureKind failure, String failureMessageID, Object failureMessageFormatArgument, String failureArgumentName, Exception innerException)
   at System.Guid.TryParseGuidWithNoStyle(String guidString, GuidResult&result)
   at System.Guid.TryParseGuid(String g, GuidStyles flags, GuidResult&result)
   at System.Guid..ctor(String g)
   at Altiris.NS.Licensing.LicenseInstance..ctor(ILicenseInfo lic)
   at Altiris.NS.Licensing.LicenseUtil.<EnumLicenses>b__13(ILicenseInfo lic)
   at System.Linq.Enumerable.WhereSelectEnumerableIterator`2.MoveNext()
   at Altiris.NS.Licensing.LicenseUtil.FilterLicenses[T](IEnumerable`1 instances)
   at Altiris.NS.Licensing.LicenseUtil.
<GetInstalledLicenseInstancesFromSlicStore>d__16.MoveNext()
   at System.Linq.Enumerable.<UnionIterator>d__88`1.MoveNext()
   at System.Linq.Buffer`1..ctor(IEnumerable`1 source)
   at System.Linq.Enumerable.ToArray[TSource](IEnumerable`1 source)
   at Symantec.Installation.Model.LicenseManager.LoadFromStore()
   at Symantec.Installation.Model.LicenseManager.LoadLicenses()

Exception logged from:
   at Symantec.Installation.Logging.LogActivity.ReportException(Int32 severity,
String strMessage, String category, Exception exception, String footer)
   at Symantec.Installation.Logging.LogActivity.ReportException(String strMessage, String category, Exception exception)
   at Symantec.Installation.Model.LicenseManager.LoadLicenses()
   at Symantec.Installation.Model.LicenseManager.RefreshLicenses(Boolean force)
   at Symantec.Installation.Model.LicenseManager. <RefreshLicensesTask>b__30()
   at System.Threading.Tasks.Task.Execute()
   at System.Threading.ExecutionContext.RunInternal(ExecutionContext executionContext, ContextCallback callback, Object state, Boolean preserveSyncCtx)
   at System.Threading.ExecutionContext.Run(ExecutionContext executionContext,
ContextCallback callback, Object state, Boolean preserveSyncCtx)
   at System.Threading.Tasks.Task.ExecuteWithThreadLocal(Task&currentTaskSlot)
   at System.Threading.Tasks.Task.ExecuteEntry(BooleanbPreventDoubleExecution)
   at System.Threading.ThreadPoolWorkQueue.Dispatch()

Environment

ITMS 8.0 and 8.1
SLic licenses

Cause

Known Issue. Issues with non-ITMS licenses causing the SMP license process to fail.

Resolution

This issue has been reported to the Symantec Development team. A fix is been added with the most recent version of SIM (post-8.1.4504 version).

A pointfix has been provided for those that installed ITMS 8.1 prior to April 07 2017. See attached "Poinfix_Etrack4079958_ITMS_8_1.zip" :

REQUIREMENT
SMP 8.1

HOW TO INSTALL THIS POINTFIX

1. Retrieve files from the archive to the NS hard drive.
2. Run as administrator PFinstaller.EXE, click on ‘Install Files’ button
3. Restart console (browser) manually.

CHANGES MADE
Added skip processing “non-altiris” licenses

HOW TO UNINSTALL

1. Make sure that Backup subfolder is located in point fix root folder after installation.
2. Execute PFInstaller.exe with administrative privileges (right-click > Run as administrator).
3. (in case UAC enabled) - Accept UAC (User Account Control) prompt
4. Select Uninstall.

 

 

The previous workaround was to clear out the files under c:\programdata\symantec shared\licenses directory. However, by doing this other Symantec products using SLic licenses will loose their licenses.