ServiceDesk 7.x Licensing Error Messages and Troubleshooting Ideas


Article ID: 180466


Updated On:






After installing ServiceDesk, I see the following error or errors.  What is the best way to troubleshoot them? 

Error 1:

     "License does not allow use of web part [SearchTextPortalWebPart]"

Error 2:

     "License does not allow use of web part [Inline|FrameView]"

Note: This KB addresses licensing issues in ServiceDesk 7.1 and 7.5, for the same issues in ServiceDesk 7.0 versions uses HOWTO10655 below.

ServiceDesk 7.0 Licensing Error Messages and Troubleshooting Ideas


  1. On the ServiceDesk server, verify that the Symantec Management Platform (SMP) (previously Notification Server (NS)) user account is configured correctly.
    a. Stop IIS by going to a command prompt and typing IISRESET /STOP.
    b. Stop the Symantec Workflow service in Windows Services.
    c. Go to Windows Start button > All Programs > Symantec > Workflow Designer > Tools > Credentials Manager.
    d. Click on the Symantec Management Platform button then highlight and remove all SMP credentials.
    e. Click on the Add button to add a new set of credentials. It is recommended to use the Altiris Application ID/Notification Server service account for the SMP 7 server. This is the same account that is referenced in Step 3.
    f. Fill in the fields in the New SMP Credentials window. Note: Click on Default SMP to enable this field if it is not already checked.
    g. Click on the OK button.
    h. Click on the Test button. If this fails, re-enter the credentials as some value is invalid. For the Machine Name or IP Address field, if these steps do not work, retry these with variations for this field, such as the host name only, FQDN, or IP address. Note: The Test button validates that the user/password successfully authenticates to the SMP/Notification Server. This is not in itself a valid license test.
    i. After the Test button works, close the Credentials Manager and any Workflow Designer that may be open. Note: Closing this window may take a few minutes and may not respond during this time. This is normal.
    j. Restart IIS by going to a command prompt and typing IISREST / START
    k. Start the Symantec Workflow service in Windows Services.
  2. On the SMP/NS server, verify that it is reporting the ServiceDesk licenses correctly.

    a. Go to Start > Administrative Tools > Internet Information Services (IIS) Manager.
    b. Expand <server_name> > Sites > Default Web Site > Altiris > ServiceDesk.
    Note: In some environment it is possible to directly view and browse the Licensing.asmx file. If you can browse and load the page go directly to step f. If browsing to web service page is not possible, the url http://SMPServername/Altiris/ServiceDesk/licensing.asmx can be entered manually into the browser.
    c. Right click on ServiceDesk and chose "Switch to Content View"
    d. In the center screen right click on Licensing.asmx and choose "Switch to Features View".
    e. Highlight Licensing.asmx in the left screen and click Browse:80 (http) in the rightmost screen.
    f. Click on GetLicenseCount.
    g. Click on the Invoke button.
  3. Note: The license amount will then appear as "int xmlns="">1</int>, with the "1" being the license. This needs to be at least 1. 
  4. Note: If the number of licenses returned is greater than 1 but not what is expected you can check what SIM (Symantec Installation Manager) says in step 4.
  5. On the SMP Server, verify that the account used by Step 1 is configured as a Symantec Administrator.

    a. In the Altiris Console, click on Settings > Security > Account Management > Accounts.
    b. Click on the Symantec Administrators group.
    c. If the SMP account from Step 1 is not part of this group, add it.
  6. On the SMP Server, verify that the license is in Symantec Installation Manager (SIM) and is not expired.
    Note: If the expected number of licenses 'but at least 1' was returned in step 2  by the licensing.asmx this step can be skipped as there are valid licenses. 

    a. If the license was recently installed, restart the Altiris service for the change to take effect. If this cannot be done, wait 30 minutes for this to recycle automatically.
    b. Remove and reinstall the ServiceDesk license, ensure that this is available on the hard drive beforehand. Remove all of the ServiceDesk-related licenses. Use Symantec Installation Manager (SIM) to re-apply only the production-type licenses. Do not re-apply any of trial license.
    c. Note: If the license is still not working after checking the Licensing.asmx file, the Altiris Application ID, and then license in SIM, then there may be a core SMP/Notification Server license issue which may next need to be advanced to the Symantec Management Platform/Notification Server team for additional assistance.
  7. On the ServiceDesk server, verify that the License Status Manager tool is reporting licenses correctly. 

    a. Go to the Windows Start button > All Programs > Altiris > Workflow Designer > Tools > License Status Manager.
    b. Click on the Run Tests button. Note: Certain Run License Tests will fail, this is normal.
    c. Click on the Application Licenses tab. Note: The results for the Installed Applications may take a few moments to load.
    d. The license amount will appear in LicenseCount. This number should match the number from step 2e.
    e. Verify that the Notification Server credentials are entered correctly in the Notification Server Credentials Tool. 
  8. If the licensing.asmx page 'on the SMP server in step 2' returned licenses but the License Status Manager 'on the SD server in step 5' reports no licenses reboot the SMP server and do an IISreset and Symantec Workflow Server service restart on the SD server.
  9. If you've gone through this HowTo and the licensing.asmx page on the SMP Server returns the proper licensing count,  you'll want to check and see if there are licensing errors such as the following in the logicbase.serverextenstions.log:

    Error,Monday, January 31, 2011 11:02:55 AM,Connection failed. Returning no license present. Please check your Notification Server settings. System.Net.WebException: The remote server returned an error: (500) Internal Server Error.
       at System.Net.HttpWebRequest.GetResponse()
       at SD.Licensing.ServiceDeskLicensingClient.ServiceAvailable()

    If you do see these errors then the credentials specified in the Credentials Manager on the ServiceDesk server are being rejected. To correct this, open the Credentials Manager and edit the machine name to IP or Netbios name, the Domain from FQDN to Netbios name and verify the User name and password. 

  10. Environmental issues may also cause licenses to fail to work, such as not being able to communicate with the SMP Server, low resources on the ServiceDesk server, network latency, DNS issues, etc. Check the logicbase.serverextensions log in the <ServiceDesk_installation_drive>:\Program Files\Symantec\Workflow\Logs folder for license errors. If license errors are still occurring in this log after all of the above steps have been performed, if possible, reboot the ServiceDesk server and also the SMP Server to see if this helps. If not, then there may be more serious environmental issues occurring that are the root cause.

  11. Errors similar to the following may be present in the Windows Event Viewer Application log:

    Error 6/3/2011 11:41:17 AM LogicBase.ServerExtensions.exe 0 None Error,Friday, June 03, 2011 11:41:17 AM,Licensing service unavailable after [3] attempts
    Error 6/3/2011 11:41:17 AM LogicBase.ServerExtensions.exe 0 None Error,Friday, June 03, 2011 11:41:17 AM,Unable to reach licensing service method GetLicenseCount() after [3] attempts. Returning license count 0
  12. The following procedure may resolve the issue, particularly if the license request is timing out:
    a. Create a new Application Pool on the Symantec Management Platform (Notification Server) system. The Application pool name should be clear, something similar to 'SD Licensing'. The default settings for the new pool are OK.

    b. Move the '/Altiris/ServiceDesk' application to this new Application pool.

    Note: The previously suggested Answer item (2) can be tried again to verify that SMP is answering correctly. 
  13. When publishing workflow project and get a "Component is bound to service context [ServiceDesk] but the license provider for this context failed to provide a license" error.
    Than browse to the installation \Symantec\Workflow\Server Extensions\Plugins. Verfy the file name SD.Licensing.dll on some rare occasion  the file is named  SD.Licensing.dll.old. Removed the .old and restart the server extensions. This was noted in 7.1 environments.