Dear Team,

We have OD 6 application code running on AEP 7. From production code our ddconfig. xml licenseURL value is pointing to OD 6 license installed on webLM hosted on AEP 6 (we are pointing to older license since we haven't upgraded our IVR OD application with OD 7).

Recently 3 days back all of a sudden calls started failing in production and I could see invalid run time license error. When I checked, AEP 6 was down. After restarting it calls started working.

We are in the process of upgrading our DD code to 7. But my question is if license is not available calls should have worked for grace period of 30 days. But why all of a sudden it stopped. Can you help?

Yes, you should have 30-day grace period. I am not sure why the call stopped. I need to take a look at some logs.

Thanks Wilson.

Can you let me know which logs you need?

Regards,
Hanumanth

The app trace.log in the data/log directory.

Hi Wilson,

I have attached the logs. It shows the previous success call and first failure call trace. Please guide me

Regards,
Hanumanth

Unfortunately, this log doesn't show the grace period timer has ever been reset. The timer should have been reset once you get valid licenses again, and you will get another 30 days. Can you get me the logs after Weblm comes back online? I need to see a full cycle. The license check should happen every hour on the first call evident in the log statement "Refreshing License"

Hi Wilson,

I have attached the file with lines containing license and grace period. I was able to see lots of calls mean time with below tracing which doesnt mention about license. Does it mean runtime license was obtained at that time and everything okay from license perspective?

22/01/2019 16:57:17:015 INFO - D22990488D6F02646128E7F9526DE99C:/MashreqQA : runtime_platform : Experience Portal
22/01/2019 16:57:17:015 INFO - D22990488D6F02646128E7F9526DE99C:/MashreqQA : runtime_asr : Desktop Microsoft Speech SAPI
22/01/2019 16:57:17:016 INFO - D22990488D6F02646128E7F9526DE99C:/MashreqQA : MessageType is speech


Can you let me know what does below terms means from license and webLM perspective.

1.Refreshing License
2.License refresh timer started

Also please let me know if my below understanding is correct -

1. Every hour license URI configured in runtimeconfig is polled to obtain OD license.
2.If for some reasons runtimeconfig license URI is blank then then licensing URL configured on AEP will be used for OD license. (AEP on which application is configured). That time if AEP has OD license installed in its webLM IVR calls would continue to work. Grace period timer won't start.
3.If for some reasons runtimeconfig license URI is not accessible or is not responding ,then URI configured on AEP will be used for OD license. (AEP on which application is configured).That time if AEP has OD license installed in its webLM IVR calls would continue to work. Grace period timer won't start.
4.If runtimeconfig license URI is blank or is not accessible and AEP licensing server doesnt have OD license installed then IVR calls would start failing after 30 days grace period from the last valid license fetch date.

1. Yes, license is refreshed on the first call past an hour after the last refreshing. The log "Refreshing License" indicates that OD is contacting WebLM to retrieve the licenses. The next "Refreshing License" will be at least an hour later when a call is made.

2. Yes, OD will use the URL configured in Runtimeconfig first. If the URL is not set, it will use the one from EPM. In any case, if the licenses are bad, the grace period will start and the start time is set for the first bad license check; otherwise, the timer will be cleared and it will start over on the next bad check.

3. The EPM URL is only used when the URL in Runtimeconfig is NOT set (or the license URL field is blank). It does not matter if the URL is bad or not. This is not a fail-over scheme.

4. Correct.

Thanks Wilson.

3. The EPM URL is only used when the URL in Runtimeconfig is NOT set (or the license URL field is blank). It does not matter if the URL is bad or not. This is not a fail-over scheme.

Our runtime config has URL set. Only it was not accessible for reason. If your above statement is true then in EPM URL should not haven been used. But in below trace you can see "Acquiring Avaya Platform runtime license". What does this mean?


18/01/2019 16:54:07:279 INFO - 3FAC420BC9A317C4895576A9211228F4:/MashreqQA : runtime_asr : Desktop Microsoft Speech SAPI
18/01/2019 16:54:07:279 DEBUG - 3FAC420BC9A317C4895576A9211228F4:/MashreqQA : Refreshing License
18/01/2019 16:54:07:279 INFO - 3FAC420BC9A317C4895576A9211228F4:/MashreqQA : Acquiring Avaya Platform runtime license
18/01/2019 16:55:07:351 INFO - 3FAC420BC9A317C4895576A9211228F4:/MashreqQA : Runtime :false
18/01/2019 16:55:07:351 INFO - 3FAC420BC9A317C4895576A9211228F4:/MashreqQA : IC :false
18/01/2019 16:55:07:351 INFO - 3FAC420BC9A317C4895576A9211228F4:/MashreqQA : CTI :false
18/01/2019 16:55:07:351 DEBUG - 3FAC420BC9A317C4895576A9211228F4:/MashreqQA : Remaining grace period 346180897
18/01/2019 16:55:07:351 DEBUG - 3FAC420BC9A317C4895576A9211228F4:/MashreqQA : License is bad, allowing grace period
18/01/2019 16:55:07:351 DEBUG - 3FAC420BC9A317C4895576A9211228F4:/MashreqQA : License refresh timer started
18/01/2019 16:55:07:356 INFO - 3FAC420BC9A317C4895576A9211228F4:/MashreqQA : MessageType is speech
18/01/2019 16:55:07:357 DEBUG - 3FAC420BC9A317C4895576A9211228F4:/MashreqQA : *** Reply for [/MashreqQA/Start] ***
18/01/2019 16:55:07:357 INFO - 537FB16F3ED3D73D262F3B6FC6BF571C:/MashreqQA : MessageType is speech
18/01/2019 16:55:07:357 DEBUG - 3FAC420BC9A317C4895576A9211228F4:/Mashre

This line prints regardless which URL is being used.
There should be a line like "License: Use the license server url in VPMS instead - <host>" to tell you the the VPMS/EPM url is being used.

Thanks for your help Wilson