Below is some troubleshooting info:
Troubleshooting Most Common Problems
- UPM in Eval mode
- No licenses in the license directory; c:\cupm\license
- Obtain the correct licenses and put there
- UPM in Eval mode but a license(s) is in the license directory
- Licenses may have expired
- Customer put 1.x license(s) in directory instead of 2.x licenses
- Customer must buy major upgrade licenses for 2.x and upgrade
- UPM in Eval mode but there is an add-on license is in license directory
- Customer forgot to order and install the image license
- Obtain an image license and put in directory
- Phone count is incorrect but call/message processor count correct
- No phone add-on license.
- Obtain an add-on license and put in license directory
- Phone count is incorrect but call/message processor count correct
- One or more of the add-on licenses has incorrect MAC address
- Rehost the incorrect MAC address licenses to match server
Troubleshooting License Entitlement
- Count is different than customer expected in UPM license audit GUI
- Look at licenses in license directory
- Remove any that are expired or wrong revision (1.0)
- Make sure all MACs match and match the server MAC. Copy all that don’t to a temp directory. Customer needs to rehost these.
- Look at what is left
- Count up all “B” (UPM 2.x/8.x) add-on license phone counts, call this Count A
- If present, determine how many 1.x phone counts can be upgraded to 2.x
- Count up all 1.x license phone counts (from ipt_phone_max field)
- Count up all B upgrade license counts (from ipt_phone_max field)
- The smaller of these two numbers is the upgrade entitlement, Count B
- Add Count A to Count B to get the number of phones UPM should support
- After rehosting bad MAC licenses and putting them in the license directory, redo the count to see what the new phone count is.
