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How do I recover orphaned licenses for KES or BUDR?

KB#:  KKB000511

QUESTION

How do I recover orphaned licenses for an add-on module?

 

ANSWER

Some add-on module licenses can be orphaned for a number of reasons.  The most common involves scenarios where an agent is manually removed from an endpoint without interaction from the Kaseya server (e.g., rebuild of an endpoint after a catastrophic failure, user manually deletes the agent, a client withdraws from support and severs connection to the VSA before the admin removes agents, etc.).

These licenses can be recovered by allowing the ksubscribers database to compare valid license allocations (those associated with an agent on the server) with invalid ones (those licenses with no associated agent).

To initiate this, please complete the following steps:

  • Log into the KServer VSA
  • Delete the the Machine ID(s) from the KServer for any agents to longer associated with the VSA
  • On the Agents tab, select Delete from the Install Agents function
  • Click the Clean Database button

 

  • This will fire a query against the ksubscribers database and attempt to release any orphaned licenses

Note:  Any agents associated with the orphaned license must be removed from the KServer prior to running the Clean Database function.  This does NOT apply to KAV or KAM.

 

MORE INFORMATION

The length of time to complete this query will depend on the size and performance of the database, but generally does not take more than a few minutes.  This does not usually create significant load on the server and is considered safe to run during production hours.  However, if you have an extremely large database or the database performance is limited, it is advised to run this process during non-production hours when database use is low.

If after completing these steps you believe orphaned licenses have not been recovered, please open a ticket with Kaseya Support.  Provide a detailed description of the problem and reference in the ticket you have attempted the steps in this article.

 

APPLIES TO

Kaseya, BUDR, KES, Add-on

 

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