How can I verify license entitlements and resolve license-related errors?

Issue Copied

ITRS Analytics includes a temporary bootstrap license so you can complete the initial installation. Replace it with a valid license file from ITRS before the grace period ends.

If the bootstrap license expires, your main license is not renewed, or you exceed entitlement limits, license-related errors may appear in the Web Console. The sections below describe each error message and how to resolve it.

Bootstrap license expiration Copied

This happens when the license key has not been applied within the grace period after initial installation. You may see this error message on the ITRS Analytics Web Console:

Bootstrap License expired

License key expiration Copied

This happens when the license key has not been renewed before license expiry. You may see this error message on the ITRS Analytics Web Console:

Licence has expired

Exceeded license entitlements Copied

This happens when you exceed your ITRS Analytics license entitlements. You may see this error message on the ITRS Analytics Web Console:

Licence limit for <component> breached

License connection issues Copied

This happens when certain ITRS Analytics components encounter errors connecting to the licenced process. You may see this error message on the ITRS Analytics Web Console:

Licence expiration status unknown

In some cases, the Web Console falls back to this message instead:

Bootstrap License expired

Resolution Copied

For bootstrap expiration, license expiration, or entitlement limit errors, follow these steps to verify that a valid license file is applied:

1. Log in to the ITRS Analytics Web Console as a user with admin permissions.
2. Click the Admin tab on the bottom left of the toolbar.
3. Go to the Licence tab. The license expiry date and entitlements should appear on this page.

Note

If you need changes to the license expiry or entitlements, contact your account manager or raise a support request. Provide the displayed instance name (usually the hostname or DNS name) so ITRS can verify or update records.

Once a new license file is available, upload it to the Web Console.

To check for license connection issues, follow the steps below:

1. Check if the licenced pod is running.

   kubectl get deployment licenced -n kotsadm
   

   

2. Get the exact name of the licenced pod, then retrieve the logs.

   kubectl get pods -n kotsadm | grep licenced
   kubectl logs licenced-<id-string> -n kotsadm
   

3. If the log shows errors or looks stale (the log is expected to update regularly every hour), submit a support request and attach a support bundle. You can also restart the licenced pod or related pods using kubectl commands.