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All users unable to login to AWI suddenly, error "Access denied"

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Article ID: 214178

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Updated On:

Products

CA Automic Workload Automation - Automation Engine

Issue/Introduction

Suddenly a bit past midnight, all users are unable to log into the AWI on versions 12.2.1 or before (12.1, 12.0, 11.2, etc...)

Investigating WP logs show messages similar to:

U00034003 New UserInterface logon is not allowed as the number of UserInterface licenses '0' is exhausted. The number of reserved licenses for CallAPI users is '0'. Now there are '2' user logon(s) (UserInterface/WEB/WAP: '2', CallAPI: '0').
U00034003 New UserInterface logon is not allowed as the number of UserInterface licenses '0' is exhausted. The number of reserved licenses for CallAPI users is '0'. Now there are '2' user logon(s) (UserInterface/WEB/WAP: '2', CallAPI: '0').
U00011800 Disconnect User: Cannot find user '*CP001#00011732' in the table AKT-USER.

They may also show something like:

U00034036 There is no valid license for Agent '[AGENT NAME]' (license class 'x', license category 'Production', platform 'EX.OS.UNX').

Cause

This is caused by an expired license (or no license loaded).  This can be confirmed by looking at the information sent with the license when it was first received in a .pdf file.  It can also be found in the UC_Lic table of the database (WARNING!  Any attempt to update this table will result in a system outage!)  More information on the UC_Lic table can be found here: https://docs.automic.com/documentation/webhelp/english/AA/12.3/AE/12.3/DB%20Schema/db/_structure/HTML/UC_LIC.html

where the expiration is in the LIC_Date column

 

Environment

Release : 12.2

Component : AUTOMATION ENGINE

Resolution

To resolve this either:
1) Upgrade to a version that does not have a technical license requirement (license does not need to be loaded into the database) (PLEASE NOTE!  This does not mean that a license is not needed contractually!)
2) Or contact your account team or call into Broadcom to request a new license with an updated end date