Issue
Whenever trying to open Vista/Designer, there is an error stating that, “a valid license not found”.
Checking the PME system logs, users able to see the following error, “An untrusted license has been detected. Some features may not be available. [A service system error was encountered: Trusted storage hostid does not match system hostid]”.
Product Line
Power Monitoring Expert (PME) 2021, 2022 & 2023
Environment
Thick Apps: Vista, Management console, Designer, License configuration tool
Cause
Under certain circumstances, PME licenses may become untrusted. When this occurs, users won't be able to open Vista or Designer (A valid License not found).
Once PME is installed and the license is activated, it becomes locked to its host computer, either physical or virtual. It can only be activated on one machine at a time. If the system detects hardware failure, an upgrade, or a MAC Address change, the license becomes untrusted on the host, even though it remains activated on Schneider Electric servers. If user tries to return, below error will appear,
Resolution
Upon encountering the mentioned error in system logs indicating an untrusted license, it is recommended to contact the technical support team for a prompt resolution.
Once the licenses are untrusted due to a change in machine ID, they cannot be repaired or returned. The only option at that point is to have the licenses released and reactivated. After the licenses have been released, they are ready to be reactivated.
Below is the information the support team will be looking for,
1.) Issue description and when this issue started occurring.
2.) Version of PME running at the customer site.
3.) Activation ID/Entitlement ID.
Note:
If migrating an existing PME to another machine, a hardware upgrade, or reinstalling the operating system, it is necessary to return the licenses before making any changes. After the new server installation, licenses can be re-activated through online or offline procedures. Failure to return licenses before an upgrade or reinstall, it is advised to contact your technical support team.
How to contact Technical Support
- EcoXpert Partners: mySchneider Support (login required) or your dedicated support contact if you have a service plan contract
- Schneider Electric Employees: Your regular local support team or contact
- General Customer Care Support (no login required, see this video for details)
