License error for product OpenOTP (cannot count active users)

[Matthew Dickens]

Good Morning All,

I am running WebADM 2.0.14 (Freeware) on Ubuntu 20.04.3 LTS with Active Directory as the LDAP source and the OS being domain joined.  Since renewing the license I have been encountering some inconsistencies with user licensing.

License Details show us as having a valid license but is unable to count the active users:

Background jobs log shows WebADM being able to count 6 active users (please note NTP is syncing at OS level):

however when an end user does any activity such as logging into a Web App or performing an OTP request we get an error that active users cannot be counted:

We are able to login to the admin portal using LDAP sourced credentials and are able to browse the LDAP tree, activating and de-activating users.  The user account utilised by WebADM has permissions to the relevant sections of the LDAP tree too.

I've tried switching between SSL and non SSL for the LDAP connection, ensured Ubuntu and WebADM are fully patched, restarted the VM and tried multiple users (even activating an admin user account used to access the admin portal for OTP) to no avail.

Any suggestions on what to try next to resolve this would be appreciated.

Regards,

Matt

[Benoît Jager (RCDevs)]

Hello,

Can you try to clear the license cache from Admin->Clear the license cache?

As an alternative, you can delete the license cache files using command line:

rm /opt/webadm/temp/license.*

and restart webadm:

/opt/webadm/bin/webadm restart

I would recommend you to update webadm to the last stable released version (2.0.22), which contains several fixes regarding license.

Best regards

[Matthew Dickens]

Good Afternoon,

I tried what you suggested a few days ago (both clearing the license cache and upgrading to 2.0.22) but it did not improve matters.  I was still getting license errors which were different to those reported above but I can't remember what they are now, even after trying to re-apply the license file.  I ended up reverting to a backup of the VM from prior to clearing the license cache so that I could try again.

I have tried again today and updated to the latest 2.0.25 release but am still getting license errors, this time it is "License error for product OpenOTP (missing license cache)" when a user tries to login to the self service portal and the following license details in the admin portal:

Any further ideas?

[Benoît Jager (RCDevs)]

Hello,

Here the error message is related to the License Server Clients section of the Software License Details page. 

Can you look if there is any unbind button on that section, and if yes click on unbind, so you remove previous server slot?

Best regards

[Matthew Dickens]

Good Afternoon,

I hadn't noticed any difference on that section of the page.  Selecting unbind has allowed the licensing to refresh, the server is now counting users and permitting them to login to the self service portal so everything looks to be ok now.

Thanks for the help,