License issues

Troubleshoot license issues in the on-prem Harness Self-Managed Enterprise Edition.

License issues can occur even after you apply the license via a Helm values file. Use the following processes to identify and troubleshoot license issues.

Check for a NextGen license

Follow these steps to confirm that your Harness installation includes a NextGen license:

1. Retrieve the MongoDB password:

   kubectl get secret -n <namespace> mongodb-replicaset-chart -o jsonpath={.data.mongodb-root-password} | base64 --decode | awk '{print $1}'

2. Open an interactive Shell session in the MongoDB container:

   kubectl exec -it mongodb-replicaset-chart-0 -n <namespace> -- /bin/sh

3. Connect to the MongoDB instance:

   mongo

4. Authenticate to the database in the admin role:

   use admin
   db.auth('admin', <password>)

5. Set the context to Harness NextGen and locate the license:

   use ng-harness
   db.moduleLicenses.find({})

6. If the licenses are present, proceed with refreshing the license.

Refresh a NextGen license

Use the following strategies to refresh a NextGen license.

Discard the Redis cache for the NextGen license

1. Retrieve the Redis master host:

   kubectl exec -it redis-sentinel-harness-server-0 -n <namespace> -- redis-cli info | grep master_host | cut -c 13-

2. Find the Redis master service:

   kubectl get svc -n <namespace> | grep <IP-From-Previous-Command>

   Copy the service name from the result.

3. Delete license keys:

   kubectl exec -it <Pod-Name-From-Previous-Step> -n <namespace> -- redis-cli del "hCache/NGLicense" "jcache_timeout_set:{hCache/NGLicense}"

4. Reload the UI.

   If this does not refresh the license:

   • Repeat the process a second time.

   • Wait 5 minutes before you reload the UI.

Additional troubleshooting for "Failed to Retrieve License Information"

Step 1: Rule Out Browser Cache Issues

1. Try logging in through Incognito Mode or a different browser:

   • If this resolves the issue, proceed to clear the browser cache.

2. Hard refresh the page:

   • Press Cmd+Shift+R (Mac) or Ctrl+Shift+R (Windows/Linux) to perform a hard refresh.

3. Clear browser cache and cookies:

   • Go to your browser settings and clear the cache and cookies for the affected webpage.

Step 2: Verify services status

Check all services:

• Run the following command to ensure all services are running correctly:

  kubectl get pods -n <namespace>

• If any services are in an unhealthy state, it might cause missing data in the database.

Step 3: Delete license cache

You can delete the license keys:

kubectl exec -it <Service-From-Previous-Step> -n <namespace> -- redis-cli del "hCache/NGLicense" "jcache_timeout_set:{hCache/NGLicense}"

Step 4: Restart services

1. Restart ng-manager:

   kubectl rollout restart deploy ng-manager -n <namespace>

2. Restart harness-manager:

   kubectl rollout restart deploy harness-manager -n <namespace>

Step 5: Reload the UI

• Try loading the UI again to check if the issue is resolved.

Step 6: Contact Support

• If the issue persists, generate a support bundle and send it to Harness Support. For more information, go to Support Bundle Utility.