Support Center > Search Results > SecureKnowledge Details
Sync with User Center fails with "Internal Error: Failed to complete licensing information operation"
Symptoms
  • Sync with User Center in SmartDashboard (per sk94064) fails with "Internal Error: Failed to complete licensing information operation".

  • Debug of FWM daemon (per sk86186) shows that license information was not recognized on User Center:

    (
    	:subject (operation-note)
    	:cpmi_cmd_status_code (0)
    	:body (
    		:note ("Checking sync status on User Center...")
    		:last (false)
    	)
    )
    
     cpmi_send_reply_session: sending reply 1246 (length 0x98) on session 0x100ea320
    
     opsec_send_datagram_e: SESSION ID:3 is sending DG_ID=3 DG_TYPE=0xf01(???)
     data from handler=
    (
    	:subject (operation-note)
    	:cpmi_cmd_status_code (-2147467259)
    	:body (
    		:note ("Synchronization failed. License information was not recognized by User Center. Please try again or contact technical support")
    .
    .
    CSUCollectLicensesInfoHandler::create_and_send_reply: sending 'Synchronizing license information with User Center...' to client side
    CSUCollectLicensesInfoHandler::create_and_send_reply: sending 'Checking sync status on User Center...' to client side
    CSuStateCollectDataFileCopy::sendFiles: No license info was accepted by User Center - check result_file.xml (response status: FAILURE)
    CSUCollectLicensesInfoHandler::create_and_send_reply: sending 'Synchronization failed. License information was not recognized by User Center. Please try again or contact technical support' to client side
    
  • Debug of FWM daemon (per sk86186) shows in some cases that the connection is canceled due to a time-out limit:

    cpmi_send_set: sending large reply for query-objects on session=0xad060b0, id=22, last=1
    cpmi_send_reply_session: sending reply 22 (length 0x162e8) on session 0xad060b0
    opsec_send_datagram_e: SESSION ID:7424 is sending DG_ID=7424 DG_TYPE=0xf01(???)
    fwasync_connbuf_realloc: Connection buffer overflow. Cannot allocate 2060529 bytes of memory. Limit is 2000000.
    fwasync_conn_pre_send_check: Internal error. Failed to enlarge connection buffer.
    
        
Cause

Possible reasons:

  • $FWDIR/conf/SMC_Files/SU/results_file.xml file on the Security Management Server contatins NULL signature.
  • Connection timeout on the Security Management Server is not enough.

Solution
Note: To view this solution you need to Sign In .