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Troubleshooting General Issues

My PCoIP session licenses have disappeared

Your licenses have most likely expired. Contact Teradici Sales to re-activate your licenses.

My installation is taking a long time to complete

Installation should typically take 1-2 minutes. If you are experiencing delays longer than this, or if your installation is quitting with a timeout error, check the system logs for errors and contact Teradici Support.

I forgot my PCoIP License Server administrative password

If you forget the PCoIP License Server administrative password, you will no longer be able to run most administrative commands. You will still be able to adjust proxy settings and change the listening port.

The PCoIP License Server administrative password is not recoverable; however, you can restore the default password if you destroy and rebuild the license server's trusted storage. If trusted storage contains any active licenses, FlexNet Operations will restore them once the trusted storage is rebuilt.

To rebuild the trusted storage database:

  1. Stop the License Server service

    sudo systemctl stop flexnetls-TERADICI
    

  2. Verify that the process has stopped running. If it has not been stopped, kill it manually:

    sudo pkill -u pcoip_license_server
    

  3. Delete the contents of the trusted storage directory:

    sudo rm -rf /var/opt/flexnetls/TERADICI/* 
    

    Do not delete the TERADICI/ directory

    If the /var/opt/flexnetls/TERADICI/ directory is deleted, you must recreate it and assign the correct write permisions:

    sudo mkdir -p /var/opt/flexnetls/TERADICI
    sudo chown root.license_server /var/opt/flexnetls/TERADICI
    sudo chmod 775 /var/opt/flexnetls/TERADICI
    

  4. Start the license server service:

    sudo systemctl start flexnetls-TERADICI
    

  5. Reset the PCoIP License Server administrative password:

    sudo pcoip-set-password
    

I've changed some configuration settings but the changes have not been applied

Configuration changes require a restart of the PCoIP License Server service to take effect. To restart the service, use this command:

sudo systemctl restart flexnetls-TERADICI

I've renewed my existing licenses but the expiration date has not been updated

It can take up to 24 hours for the license server to retrieve an update from FlexNet Operations. This delay should not impact your users, who will be covered by the 7-day grace period.

To force an immediate update, either restart the license server or re-activate an activation code.

My password fails when using the -p option

If your password contains reserved Linux characters like the pipe (|), the shell may interpret them as operators instead of string characters and break the command. In order to prevent the shell from interpreting operators, enclose your password in single quotes.

When I activate additional licenses under an existing activation code, the number of activated licenses I get is wrong

When you supply an activation count (-c) to pcoip-activate-*-license, you are setting the total number of licenses that should be active under that code. If you have 10 licenses and want to activate 5 more, you should run the activation command with -c 15 (not -c 5).

The PCoIP agent reports that there are no available licenses

If the PCoIP agent reports that that no licenses are available, consider the following possibilities:

  • The PCoIP License Server may be incorrectly configured and unable to communicate with your PCoIP agents. The PCoIP License Server should be available at http://<license-server-address>:<port(default=7070)>/request.
  • PCoIP agents must be configured to use the same port number as your PCoIP License Server. By default, this is 7070. If you change the listening port on the PCoIP License Server, you must also configure your PCoIP agents to use the new value.
  • The PCoIP License Server may not have enough free licenses. Use pcoip-view-license to verify your available license count.