Overview

You have a license for your Virtual Exinda, which is in EMC. However, Exinda is unable to get the license and you get License Query Failed message.

Solution

One of the reasons for Exinda being unable to get the license is that the License Server has performed a licensing check, as a result of which it has marked the device as invalid. This can happen when there is a second VM with the same host id contacting the Licensing Server.

The licensing check is a feature built to prevent cloning, and it marks those devices as Valid where the following condition is met:

"If the previously recorded uptime of the device plus a 5 minute grace period plus the difference in time from the last time this device contacted is greater than the current uptime on the device." 

If you have recently cloned the VM and failed to run it within the 5 minute grace period, then this could be the reason causing the license failure. This can also be checked and confirmed by the Exinda support agent on the EBS database. 

<supportagent>Agents : Please investigate the EBS database logs to check if the customer's Exinda has a duplicate network object on any one of their devices. Look out for a message similar to the below

​
system set INVALID. Last uptime: 19880622, Current Uptime: 20124741.632, Last Contact: 2020-09-09T21:04:47-04:00 (1599699887), Current Contact: 2020-09-11T16:21:25-04:00 (1599855685), IP Address: 10.77.115.188

Please read this KBA to understand How Virtual Exinda Licensing Works for Validity </supportagent>

The preferred solution to this issue is re-deploying your Exinda with a fresh image. You can use the ISO below:
http://updates.exinda.com/exos/iso/exinda-v7.5.0-0022-x86_64.iso

This imaging can be done by:

• Uploading the image above to your datastore
• Mounting the image via virtual CD into the Exinda
• Booting the Exinda from the CD to image the appliance
• Once it is reimaged, reboot the Exinda.
• Once it is up and you can access the WebUI, point the Exinda to EMC and then reconfigure it.

The alternate solution is to contact Exinda Support for creating another license (please provide your host id as well). However, please note that the same issue will re-appear whenever the other Exinda (clone) connects to the license server.

<supportagent>Agents only: Follow the steps listed on this KBA for Generating a Virtual Exinda License </supportagent>