TN - LM - 26051802 Common Licensing Issues & Hotfix Guide

• Document Version: 001
• Applies to Version(s): 4.1

Description

This guide covers five known issues affecting AVEVA Enterprise License Manager version 4.1.0. Each issue has a specific symptom that users may encounter during day-to-day licensing operations. Understanding what to look for and why it happens will help you identify the problem quickly and apply the correct hotfix.

All five issues are resolved through dedicated hotfix installers provided by AVEVA. This guide explains each issue in plain language, describes what you will see on screen when the problem occurs, and walks through how to apply the fix.

Solution Details

The table below provides a quick overview of all five issues covered in this guide. Find the issue that matches what you are seeing and jump to the corresponding section for full details.

Reference: IMS-3623482 • Hotfix: AELicenseManager-HotFix-4.1.0-3790264

What Is This Issue?

When opening the AVEVA Enterprise License Manager and attempting to add a License Server, the operation fails. The License Server cannot be connected to the License Manager even when the server name and network settings appear to be correct.

What Will You See?

Why Does This Happen?

The License Manager was making an unnecessary attempt to reach the ArchestrA Service Bus (ASB) endpoint during the server connection process. This internal service call was not required for the connection to succeed, but its failure was blocking the entire Add Server operation from completing.

How to Fix It

Apply the hotfix listed below on the machine where AVEVA Enterprise License Manager 4.1.0 is installed. Once applied, the unnecessary service call is removed and Add Server will work as expected.

Run AELicenseManager-Hotfix-4.1.0-3-IMS-3790264.exe as Administrator.

Click Next on the Hotfix Description page.

Accept the License Agreement and click Next.

Leave the destination folder at its default or browse to a different location, then click Extract.

Check the box labeled Launch the hotfix installable and click Extract. The hotfix installer will launch automatically.

Click Install to complete the installation.

Reference: IMS-3647155 • Hotfix: AELicenseManager-HotFix-4.1.0-3790264

What Is This Issue?

When license reservations include comments — notes added to a reservation to describe its purpose or owner — the License Manager displays an incorrect license count. This means the number of available or reserved licenses shown on screen does not match the actual number configured.

What Will You See?

Why Does This Happen?

The License Manager was not correctly handling reservation records that included comment fields. When calculating the total license count, the comment data was interfering with the count logic, causing the total to be calculated incorrectly.

How to Fix It

Apply the same hotfix used for Issue 1. This hotfix bundle addresses both IMS-3623482 and IMS-3647155 together.

Run AELicenseManager-Hotfix-4.1.0-3-IMS-3790264.exe as Administrator.

Follow the same extraction and installation steps described in Issue 1.

Reference: IMS-3790264 • Hotfix: AELicenseManager-HotFix-4.1.0-3790264

What Is This Issue?

When the License Manager processes device-based license reservations, an internal calculation error known as an overflow can occur. This happens when too many reservation records are included in a total count without being filtered properly by Device ID first, causing the number to exceed what the system can handle.

What Will You See?

Why Does This Happen?

To understand this simply: imagine you are adding up a long list of numbers and the total goes higher than your calculator can display — the result becomes meaningless. The same thing was happening here. The License Manager was summing reservation counts across all devices at once instead of filtering by each Device ID first. The fix ensures only the records relevant to a specific device are included in each calculation, keeping the totals within a safe range.

How to Fix It

This issue is also resolved by the same hotfix package as Issues 1 and 2.

Run AELicenseManager-Hotfix-4.1.0-3-IMS-3790264.exe as Administrator.

Follow the extraction and installation steps described in Issue 1.

Reference: IMS-3643350 • Hotfix: Hotfixmanager_Licensing-Hotfix-4.1.0-IMS3643350

What Is This Issue?

When an administrator attempts to stop the AVEVA Enterprise License Server through the License Manager interface, an unexpected error occurs. The stop operation does not complete successfully, which can interfere with server maintenance, restarts, or reconfigurations.

What Will You See?

Why Does This Happen?

Two related problems were causing this. First, during a repair or reinstall of the License Server, the License Server Service was not being re-installed properly, leaving the service in an incomplete state. Second, the agent service did not have the required permissions to start the Legacy Support service, which caused the stop operation to fail partway through.

How to Fix It

This issue requires a separate hotfix from Issues 1–3. Apply the following on the machine running the License Server or License Server Legacy Support.

Run Hotfixmanager_Licensing-Hotfix-4.1.0-IMS3643350.exe as Administrator.

Click Next on the Hotfix Description page.

Accept the License Agreement and click Next.

Leave the destination folder at its default or choose a different location, then click Extract.

Check Launch the hotfix installable and click Extract to begin installation on this machine.

Click Install to complete.

Reference: IMS-3712176 • Hotfix: Hotfixmanager_AELicensing-Hotfix-4.1.0-IMS-3712176

What Is This Issue?

When a user or device checks out a license from a reservation, the wrong license feature is acquired. Instead of receiving the specific license they are entitled to, the system provides a different one. This can cause software to behave unexpectedly, launch with incorrect feature sets, or fail to start altogether.

What Will You See?

Why Does This Happen?

To explain simply: when you go to check out a reserved license, the system should first look in its local checkout store to see if that license is already there. If it is not, it should then check with the License Server to confirm the status and retrieve the correct license before completing the checkout. The bug caused this second step — the verification against the server — to be skipped. As a result, the system could retrieve the wrong feature entirely.

How to Fix It

This issue requires its own dedicated hotfix, which must be applied on the machine running the License Server or the Licensing Platform.

Run Hotfixmanager_AELicensing-Hotfix-4.1.0-IMS-3712176.exe as Administrator.

Click Next on the Hotfix Description page.

Accept the License Agreement and click Next.

Leave the destination folder at its default or choose a different location, then click Extract.

Check Launch the hotfix installable and click Extract to begin installation.

Click Install to complete.

All five hotfixes above default to installing on the same machine where you run the installer. If the License Server or License Manager is installed on a separate machine, follow these steps instead after extracting the hotfix:

Run the hotfix .exe as Administrator but uncheck Launch the hotfix installable.

Check Open Extracted Folder and click Extract.

Copy all files from the extracted folder to the target machine where the fix needs to be applied.

On the target machine, run Installhotfix.exe as Administrator.

Click Install to complete.

Use the table below to quickly identify which hotfix installer to run for each issue. Note that the first three issues all share a single installer.

AVEVA System Platform – Licensing – Common Issues & Hotfix Guide – v4.1.0

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