65339: Acronis Cyber Infrastructure: SPLA license is expired or will expire soon

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    Last update: 25-01-2023

    Introduction

    You use Acronis Cyber Infrastructure with SPLA licensing model. All writing operations in cluster (including backup processing) start failing and the following alert is displayed in WebCP > Monitoring > Alerts:

    The license of cluster “<cluster_name>” has expired. Сontact your reseller to update your license immediately!

    Manual license check shows 'EXPIRED' status, e.g.:

    [root@node-01 ~]# vstorage -c "$(cat /mnt/vstorage/.vstorage.info/clustername)" view-license
    License status: EXPIRED
    License capacity: Unlimited
    License expiration date: 2021/04/29 10:55

    As another scenario, SPLA license is not expired yet, but the following alerts are being observing indicating the issues with SPLA license automatic update:

    Unable to apply SPLA license
     
    Unable to push space usage statistics

    Solution

    Follow these steps to troubleshoot Expired SPLA license:

    1. Get familiar with SPLA licensing approach in the About part.
    2. Check for known issues in the Known issues part.
    3. Follow to Troubleshooting part to troubleshoot and resolve the issue.

    About

    With an SPLA, Acronis Cyber Infrastructure automatically sends reports with usage statistics to Acronis Cyber Protect Cloud once every 4 hours. The license is displayed with the expiration date of two weeks, which counts from the last sent report and is prolonged after each report. If no reports have been received for two weeks, the license is being marked as GRACED, in two more weeks without reports license is marked as EXPIRED suspending all writing operations on storage file system.

    For proper SPLA license renewal, the cluster always must be able to access 443 TCP port of Acronis datacenter that has been used to activate the SPLA.

    Starting since ACI 4.6 in case of any issues with sending reports to ACC, alert Unable to push space usage statistics is expected to be observed in WebCP > Monitoring > Alerts.

    Known Issues

    Troubleshooting

    1. Check /var/log/vstorage-ui-backend/celery_periodic.log on the Management Node for and review task backend.business.models.spla_license.usage.report_usage_for_cluster processing to find the issues of SPLA license renewal, e.g.:

    [root@node-01 ~]# grep spla /var/log/vstorage-ui-backend/celery_periodic.log | tail
    ...
    2021-05-20 05:56:26,524 ERROR [t-dea3b463d0fc467d] celery/app/trace.py:256:TraceInfo._log_error Task backend.business.models.spla_license.usage.report_usage_for_cluster[338f8dba-0d25-4a48-9ae1-2ac60d1f0f5f] raised unexpected: ConnectionError(MaxRetryError("HTTPSConnectionPool(host='eu-cloud.acronis.com', port=443): Max retries exceeded with url: /bc/.well-known/openid-configuration (Caused by NewConnectionError('<backend.requests_adapter.HTTPSConnection object at 0x7fe439e8d860>: Failed to establish a new connection: [Errno -2] Name or service not known',))",),)

    2. Check connectivity to 443 TCP port of DC from ACI Management Node via DC domain name, e.g.:

    [root@node-01 ~]# telnet eu-cloud.acronis.com 443
    Trying 45.11.129.39...
    Connected to eu-cloud.acronis.com.
    Escape character is '^]'.

    Investigate the connectivity issue with your network team in case of issues, e.g. the following error indicate the issue with DNS name resolution:

    [root@node-01 ~]# telnet eu-cloud.acronis.com 443
    telnet: eu-cloud.acronis.com: Name or service not known
    eu-cloud.acronis.com: Unknown host

    After ensuring that network issues are fixed, wait for SPLA license to be renewed in 4 hours automatically.

    More information

    In case if aforementioned information did not help to resolve the issue with expired SPLA license - contact technical support team for further investigation. 

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