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Control Client license issue (Plant SCADA Version 2023, Update 10)

Madhu
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Hi all,

We have seen a small issue recently with the runtime manager failure message issue on the client PC as shown in the picture below.


When we are trying to open the certain remote client PC SCADA system through tight VNC Viewer, the client closes/stops immediately and showing this failure message as error. But when we select the Plant runtime manager again here, the client process is starting again without any issues. And also, this issue is not coming at all when we open the other VNC viewers/client PCs, even though we configured the same way.

In all the client PCs, we configured the primary server name in the system configurator to get the control client licenses from AEL Manager.

Recently, we upgraded few SCADA pages and deployed the latest version on these client PCs. We are seeing this issue mostly after this new upgraded version deployment.

Does anyone have insights why this issue is coming only on this client PC & not all, and how to avoid this issue later?

  • 0 Offline

    Hi Madu

    To help us allow us narrow down and understand the specific problem you are experiencing, it is best to raise a GCS ticket with us

    Unfortunately this is not the right channel for this purpose

    Please send an email with all the details to the GCS support team at citect.support@aveva.com and we'll be happy to assist

    thank you

  • +1 Offline

    Hi  ,

    As  mentioned, it is best to contact AVEVA Support to troubleshoot this issue further.

    Here are some pointers to help gather logs / info before contacting Support.

    1. Check AEL Management console to see License Usage, how many are in use, how many are available? Check Summary/Details pages.

    2. Do a kernel dump of Client process. Check the General page for details about what License is acquired, how many are in use.

    3. Check what License is being requested by the client. Is it requesting a full license or Control Client license? Check [Client]FullLicense setting on the client.

    4. Check if you are running Rutime Manager as a Windows Service.

    5. Note that June 2024 Update had the following change made:

    3074292 - The free full user license is not given to service display client in service mode

    When runtime is running in service mode with a full user license, one free user license is now given to service display client to maintain software protection. The Kernel window now shows the free license details when runtime acquires full user license in service mode.

    Let the community know how to resolve this issue in the future, as it might be helpful for others.

    Kind regards

    Olivier

  • 0 Offline in reply to Michel

    Sure Michel, I will reach the support team with all the information. Thank you!

  • 0 Offline in reply to Olivier

    Thanks for the information, Olivier. Sure, I will do that once the issue resolves.

  • 0 Offline

    Hi all,

    We identified & fixed this control client license issue now. The cause of the issue is about DNS. There are too many DNS records on the DNS server defined. Several PC's are changed after they were defect but these PC's did take the same IP-address from the DHCP server. It has registered the new PC but didn't remove the old record.

    So, when the client's started the license server detected 2 active clients based on the DNS records (Some PC's take double license). Because of this reason, there weren't enough license available anymore for some of these client PC's.

    We cleaned up all the duplicate DNS records/Deployment server/License server. Everything is good now.

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