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Timeouts periods in the QSE license service when access to Internet is lost for a few days...

Greetings!

We recently ran into a situation at a customer site that we can't understand.  The customer is running a single node, on-prem QSE June 2020 SR3 site and its SLK has been applied for quite some time (several months).  Suddenly this week, the Qlik users began getting a pop-up message indicating that "You can not use Qlik Sense because you have no access pass".    We get a support call, review all the usual suspects in the QMC and everything seems fine.  While we are working on the case, one of the customer's developers tries to navigate from the QSE server to an external web site and realizes that there is an Internet navigation problem, he calls his network support people and they fix the problem.  Just after this is done, the Qlik Sense error pop-up ceases to appear and everything goes back to normal.

The customer is working from an internal network and clearly has connectivity to the QSE server.  After investigating we found out that there was an unplanned major event in their data center last week, so we assume that the Internet connectivity was lost at this point in time, but we are not 100% sure.  In any case, if the event last week was really the cause for the lack of connectivity, the time since then is much less than the 60 days in which the license service can supposedly work offline.  So, we have a few questions:

  1. Do anyone have any idea of why QSE could have gone through this process with only a few days with lack of Internet connectivity?;
  2. Is there another timer for "intermittent" offline scenarios after the SLK is fully in use that we (partners) are not aware of?; and,
  3. Is there anything that we could look for in the logs to find out exactly when the license service stopped being able to reach license.qlikcloud.com? 

We just want to understand why the pop-up appeared and then disappeared with less than a week between the two events described.

@Sonja_Bauernfeind, any ideas?

Cheers,

++José

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Digital Support
Digital Support

Thank you for reaching out, José!

Do anyone have any idea of why QSE could have gone through this process with only a few days with lack of Internet connectivity?

If a signed license key cannot be verified with the license backend for 5 days, licenses will be disabled. Source: https://community.qlik.com/t5/Qlik-Support-Knowledge-Base/You-cannot-access-Qlik-Sense-because-you-h... 

Is there another timer for "intermittent" offline scenarios after the SLK is fully in use that we (partners) are not aware of?

Not exactly intermittent, no. There's Delayed Sync - and you can reach out to request longe term offline use, though that needs to go through a specific approval process. 
Source: https://community.qlik.com/t5/Qlik-Support-Knowledge-Base/Long-term-offline-use-for-Qlik-Sense-Signe... & https://community.qlik.com/t5/Qlik-Support-Knowledge-Base/Activate-Qlik-Products-without-Internet-ac...

Is there anything that we could look for in the logs to find out exactly when the license service stopped being able to reach license.qlikcloud.com? 

https://community.qlik.com/t5/Qlik-Support-Knowledge-Base/You-cannot-access-Qlik-Sense-because-you-h... has some pointers in it on what to look for in the log files, which should help.

Hope this was useful 🙂

 

All the best,

Sonja 

 

Don't forget to Like posts and use the "Accept as Solution" button on content that answered your question! Thanks 🙂

View solution in original post

2 Replies
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Digital Support
Digital Support

Thank you for reaching out, José!

Do anyone have any idea of why QSE could have gone through this process with only a few days with lack of Internet connectivity?

If a signed license key cannot be verified with the license backend for 5 days, licenses will be disabled. Source: https://community.qlik.com/t5/Qlik-Support-Knowledge-Base/You-cannot-access-Qlik-Sense-because-you-h... 

Is there another timer for "intermittent" offline scenarios after the SLK is fully in use that we (partners) are not aware of?

Not exactly intermittent, no. There's Delayed Sync - and you can reach out to request longe term offline use, though that needs to go through a specific approval process. 
Source: https://community.qlik.com/t5/Qlik-Support-Knowledge-Base/Long-term-offline-use-for-Qlik-Sense-Signe... & https://community.qlik.com/t5/Qlik-Support-Knowledge-Base/Activate-Qlik-Products-without-Internet-ac...

Is there anything that we could look for in the logs to find out exactly when the license service stopped being able to reach license.qlikcloud.com? 

https://community.qlik.com/t5/Qlik-Support-Knowledge-Base/You-cannot-access-Qlik-Sense-because-you-h... has some pointers in it on what to look for in the log files, which should help.

Hope this was useful 🙂

 

All the best,

Sonja 

 

Don't forget to Like posts and use the "Accept as Solution" button on content that answered your question! Thanks 🙂

View solution in original post

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Partner
Partner

Thank you Sonja!