Troubleshooting and FAQs

Question:Is usage support available for non SCL Add-on users?

No.

Question: Is it mandatory to use version 21 license for usage generation in isolated networks?

Yes. In Sentinel RMS v9.7, license version 21 is introduced to support usage generation for isolated networks.

Question:How can the end user get access to the SCP service?

It is provided as a part of the SCL Add-on package.

Question:How is SCP installed (in offline mode) on the proxy machine?

For instructions on installing SCP in offline mode, refer to the Sentinel Cloud Licensing (SCL) Add-on Installation and Configuration Guide.

Question:Can we configure the SCP service in offline mode on the source machine itself?

No. Proxy machine requires connection to SCC, whereas, there is no such requirement for source machine. It is recommended not to configure the SCP service in offline mode on the source machine.

Question: Can the System Administrator replace or delete the existing folder available on the Source or Proxy machine.

It is recommended that only the copy and merge option should be used for all task that are performed by the system administrator. Replacing or deleting existing directories will result in loss of data.

Question:What is the need to copy acknowledgment data from proxy to source machine?

The acknowledgment data is copied to complete the process of usage upload on the source machine, so that usage files can be cleaned from the source machine once the processing is acknowledged.

Question: If multiple source machines have the same hostname, which folder (containing acknowledgment files) should be copied from proxy to source machine?

Each source machine has a unique identity and it is used along with hostname to create the usage folder and acknowledgment folder respectively. The system administrator can match the name of the usage folder present at the source machine usage path to identify corresponding acknowledgment folder at proxy machine and can copy the same to the source machine.

Question:How to identify whether the usage data upload status is successful or not?

It can be identified using the respective acknowledgment file (having same name as .udb file) status (Success/Fail).

Question: Does RMS provide an option for cleaning processed usage data and acknowledgment files from the source machine?

Yes, there are two ways of doing this.

>Sentinel RMS standalone client application or License Manager periodically cleans usage data files. These files are cleaned one by one depending on the acknowledgment status. This is a sequential process and cannot be configured.

>Sentinel RMS also provides a C sample (sntl_process_ack) for cleaning all usage data on the source machine at once. The sample cleans usage data and acknowledgment data remains intact.

Question: We have deleted the usage data using the sntl_process_ack sample. How can we now delete the acknowledgment data?

The Sentinel RMS server automatically processes and deletes acknowledgment data in the background. The Sentinel RMS standalone client application or License Manager periodically cleans usage data files. They are cleaned one by one depending on the acknowledgment status. This is a sequential process and cannot be configured.

Sentinel RMS provides a C sample (sntl_process_ack) for cleaning all usage data on the source machine at once. This sample only cleans usage data and not acknowledgment data.

Question: I am unable to find the usage data on the source machine after calling the usageInfo API. What are the possible reasons?

This can be due to the fact that usage data is created, but not marked as completed. Refer to Marking the Usage Files as Completed use case in the Common Use Case section of the Sentinel RMS API Reference Guide.

Question: Does a standalone application need to call the sntl_persistence_create API for initializing usage persistence prior to usage generation?

Yes. A standalone application needs to call the sntl_persistence_create API to initialize usage persistence on a system. The API can be called when the application is installed.

Question: For standalone / network licenses, what is the location where usage data is stored?

Usage data is stored at the Locations for standalone / network licenses.

Question: To repair usage persistence, what are the possible options ?

The repair usage persistence, invoke sntl_persistence_repair API.

Question: Let us assume that the source machine is on Mac, Android, or Linux ARM OS. For usage data upload, can I configure the proxy machine on Windows or Linux?

Yes.