MSWS Norton Mobile Security (NMS) License Troubleshooting

Products

• Mobility Suite
• Mobility Threat Protection

Issue/Introduction

 

Resolution

The following tasks and information should be run on a Mobility Suite server environment for troubleshooting MSWS Norton Mobile Security issues:

1. Confirm that the Front End(s) are properly configured with the local time as PDT. It is necessary that their time matches (within 5 seconds) the atomic clock by using the following command:

# date
# rm -f /etc/localtime
​# ln -s /usr/share/zoneinfo/PST8PDT /etc/localtime
# yum -y install ntp
​# chkconfig ntpd on
​# ntpdate 0.us.pool.ntp.org
# hwclock --systohc
# service ntpd start
# date
# clock

A script which performs these steps automatically for use with Mobility Suite has been attached to this article as 'SetTimePST.sh.zip'. The script's permissions may need to be modified before it can be run after it has been uncompressed. In order to uncompress, qualify the script for use, and execute it the following commands need to be run from the Terminal in the directory where the script is located:

# yum -y install unzip
# unzip SetTimePST.sh.zip -d ~
# cd ~
# chmod +x SetTimePST.sh
# ./SetTimePST.sh

2. Confirm that they are able to communicate with the MSWS by using the below command:

# yum -y install telnet

# telnet services-prod.symantec.com 443
# telnet msws.appcenterhq.com 443

3. Confirm that the license is properly displayed in the Mobility Manager Admin Console.

4. Run the below commands from the appstore database on the MySQL/Oracle database being used for Mobility Suite and copy the query result to a text file for sharing purposes:

SELECT * FROM APPSTORE_TENANTLICENSING;
SELECT * FROM APPSTORE_TENANTLICENSINGSN;

5. Gather the Threat Protection license '.slf' and 'sync.bin' files located in the '/usr/local/nukona/licenses/1/' directory and send them to Support for analysis.

6. Ensure that the 'get_AppCenter_server_info_Backline.sh' script is run on the environment as well which is included in ​HOWTO111576. It is important to know the name of the tenant from the '/usr/local/nukona/etc/settings.cfg' file and the format of the '/etc/hosts' file. The entries of the hostname for the server should appear as follows in both files:

'/usr/local/nukona/etc/settings.cfg'
"onPremInstall": ​"tenanthostname",

'etc/hosts'
127.0.0.1 localhost localhost.localdomain localhost4 localhost4.localdomain4 tenanthostname
::1 localhost localhost.localdomain localhost6 localhost6.localdomain6 tenanthostname