AV Content or URL/DDR Content is not licensed in Symantec Protection Engine (formerly Scan Engine)

Products

• Protection Engine for NAS

Issue/Introduction

AV Content and URL/DDR Content is not licensed in Symantec Protection Engine (formerly Scan Engine)​

Symptoms
The Product license for AV Scanning and URL/DDR Filtering show a status of Never expires (under > System > "Existing licenses")

• The Content license for AV Scanning and URL/DDR Filtering show a status of Not licensed (under > System > "Existing licenses")
• The license file for both the Product and the Content license was installed without errors
• Running Liveupdate fails

 

Resolution

To solve this problem follow the steps outlined in this document:

Refresh your internet browser

1. If possible, restart the Symantec Scan Engine service.
2. Then completely close your internet browsers as outlined in this document http://www.symantec.com/docs/TECH85800
3. If this does not resolve the problem, proceed with the next step.

Clear the cache of your internet browser

1. Empty the Internet Explorer cache on the machine from which you are accessing the Symantec Protection Engine web interface.
2. Log in again and see if the line(s) for Content license shows an expiration date.
3. If this does not resolve the problem, proceed with the next step.

Install the licenses again

1. Remove the Symantec Protection Engine licenses (*.slf) from the harddrive of the Symantec Protection Engine machine except for SSE-CSAPI-License.slf.
   The default location of the installed licenses is as follows:
   32-bit Windows    C:\Program Files\Common Files\Symantec Shared\Licenses
   64-bit Windows    C:\Program Files (x86)\Common Files\Symantec Shared\Licenses
   Solaris/Linux        /opt/Symantec/Licenses
2. Install the license again via > System > "Install license"
3. If this does not resolve the problem, proceed with the next step.

Re-register the serial numbers to obtain new license files

1. If the license for Product and Content is contained in one license file, register the serial numbers for both licenses separately at https://licensing.symantec.com This should generate two separate license files.
2. Install the license files via > System > "Install license"
3. If this does not resolve the problem, proceed with the next step.

Reinstall Symantec Scan Engine

1. Uninstall Symantec Scan Engine
2. Empty the Licenses folder. The default location of the installed licenses is C:\Program Files\Common Files\Symantec Shared\Licenses.
3. Reinstall Symantec Protection Engine
4. Install the Product and the Content licenses

References
'After applying a new license file to Scan Engine, the home page does not reflect the new expiration date'

http://www.symantec.com/docs/TECH85800


Technical Information
The problem described may be seen when an upgrade was made or a trial license was used previously.