Unable to fetch licenses from Avi Cloud Console - License Hub Alarm
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Unable to fetch licenses from Avi Cloud Console - License Hub Alarm

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Article ID: 414633

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Updated On:

Products

VMware vDefend Firewall with Advanced Threat Prevention VMware vDefend Firewall

Issue/Introduction

The License Hub could not fetch the latest licenses from Avi Cloud Console when registered in connected mode.

Environment

Security Services Platform License Hub = 5.1.2 or License Hub >= 2.0

NSX >= 9.1

Cause

The License Hub is not able to connect to Avi Cloud Console to fetch the latest licenses.

For more details, please refer to logs using following steps.

Execute these on

  1. SSPI if License Hub version is 5.1.2 
  2. License Hub if version is >= 2.0
ssh sysadmin@SSPI-IP

# check the licensing-service pod
k -n nsxi-platform get pods | grep "licensing-service"

# see the logs for licensing-service pod
k -n nsxi-platform logs -f deployment/licensing-service

Sample error message:

<179>1 2026-04-03T08:53:03Z licensing-service-56979bc9d4-m5gzf SSP 1 SSP [ssp@4413 comp="SSP" level="ERROR" s2comp="service/fetch_license_task.go:279" subcomp="SSP"] Error downloading license information from Avi Cloud Console {"error":"<...ERROR TEXT GOES HERE....>"}
:
<182>1 2026-04-03T08:53:03Z licensing-service-56979bc9d4-m5gzf SSP 1 SSP [ssp@4413 comp="SSP" level="INFO" s2comp="service/metrics_util.go:80" subcomp="SSP"] Successfully sent alarm message to metrics-manager {"status":"DISCONNECTED"}

           --- OR ---

<179>1 2026-04-03T08:53:03Z licensing-service-56979bc9d4-m5gzf SSP 1 SSP [ssp@4413 comp="SSP" level="ERROR" s2comp="service/fetch_license_task.go:279" subcomp="SSP"] No existing token available in the db {"error":"<...ERROR TEXT GOES HERE....>"}
:
<182>1 2026-04-03T08:53:03Z licensing-service-56979bc9d4-m5gzf SSP 1 SSP [ssp@4413 comp="SSP" level="INFO" s2comp="service/metrics_util.go:80" subcomp="SSP"] Successfully sent alarm message to metrics-manager {"status":"DISCONNECTED"}

           --- OR ---

<179>1 2026-04-03T08:53:03Z licensing-service-56979bc9d4-m5gzf SSP 1 SSP [ssp@4413 comp="SSP" level="ERROR" s2comp="service/fetch_license_task.go:279" subcomp="SSP"] Failed to download license. {"Status of download ":"<...STATUS GOES HERE....>"}
:
<182>1 2026-04-03T08:53:03Z licensing-service-56979bc9d4-m5gzf SSP 1 SSP [ssp@4413 comp="SSP" level="INFO" s2comp="service/metrics_util.go:80" subcomp="SSP"] Successfully sent alarm message to metrics-manager {"status":"DISCONNECTED"}

Resolution

For SSP-Installer - License Hub 5.1.2:

Please review and restore the connectivity between License Hub and Avi Cloud Console.

Step 1: Identify the Worker Node IP

First, locate the specific worker node where the License Hub service is running.

  1. Log in to the SSP-Installer using sysadmin credentials.

  2. Run the following command to list all nodes and their internal IPs:

    k get nodes -o wide

  3. Note the Internal-IP of the worker node.

Step 2: Access the Worker Node

Since License Hub typically runs on a single worker, you must jump to that node to perform the network test.

  1. Establish an SSH session to the worker node using the IP identified in Step 1:

    ssh capv@<Worker-Node-IP>

Step 3: Validate Connectivity to Avi Cloud

From the worker node, test the connection to the Avi Cloud endpoint. 

Option A: Using Netcat (Quick Port Check) Run this to see if the port is open:

nc -zv portal.pulse.broadcom.com 443

  • Expected Result: Connection to portal.pulse.broadcom.com 443 port [tcp/https] succeeded!

Option B: Using cURL (Verify SSL Handshake) If nc is unavailable, use curl to ensure the worker can perform a handshake:

curl -v https://portal.pulse.broadcom.com

  • Expected Result: You should see a Connected to... message and the SSL certificate exchange. A 403 Forbidden or 302 Redirect from the server is actually a success, as it proves the traffic reached the Avi Cloud Console.

Once connectivity is restored, the license fetch will be reattempted in the next automated polling cycle (default 15 minutes) or through an on-demand "Refresh" operation. When this license fetch operation is successful, the alarm will be resolved.

 

For License Hub 2.0:

Please review and restore the connectivity between License Hub VM and Avi Cloud Console. (Use Step 3 above from the License Hub VM CLI when connected via SSH using 'sysadmin' credentials.

Once connectivity is restored, the license fetch will be reattempted in the next automated polling cycle (default 15 minutes) or through an on-demand "Refresh" operation. When this license fetch operation is successful, the alarm will be resolved.

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