Error: "The AV license key is missing or expired"

Version 9

    Verified Product Versions

    LANDESK Management Suite 9.6LANDESK Management Suite 2016.xLANDESK Endpoint Manager 2017.x

    Issue

     

    Receiving the following error:

    Error: "The AV license key is missing or expired"

     

    Resolution

     

    See also How to troubleshoot Ivanti Antivirus license issues

     

     

    Antivirus keys are made available as part of the antivirus content downloads from the core. In order for the core to download the latest keys as they become available, the Patch Content needs to have the "Ivanti Antivirus Updates" checked. The AV Key comes down with content. The key will also be downloaded if manually updating Antivirus Content using the Ivanti Antivirus tab in the Download Updates tool.

     

    Each license key has two clocks that are ticking.

     

    The first is the lifecycle of the AV Key. This lifecycle is typically 1 year.

     

    This is reflected in the LDAV.LOG (default directory: C:\ProgramData\LANDESK\Log) file similar to the following lines

    Sat, 19 Mar 2016 11:04:29 Getting license information...

    Sat, 19 Mar 2016 11:04:29 License information:

    Sat, 19 Mar 2016 11:04:29 App ID: 1105

    Sat, 19 Mar 2016 11:04:29 Creation date: 2015-07-08 17:00:00

    Sat, 19 Mar 2016 11:04:29 Customer info: Acme Explosives, Inc.

    RoadRunner

    United States of America

    Desert

    1st and Amistad

    800-867-5309

    meepmeep@looneytunes.com

    Sat, 19 Mar 2016 11:04:29 Expiration date: 2016-10-01 23:59:59

    Sat, 19 Mar 2016 11:04:29 Install date: 2016-03-19 11:03:14

    Sat, 19 Mar 2016 11:04:29 Key type: 1

    Sat, 19 Mar 2016 11:04:29 License period: 365

    Sat, 19 Mar 2016 11:04:29 License info: LicenceNumber: #XXX-######-######

    Sat, 19 Mar 2016 11:04:29 License number: #XXX-######-##XX#X#X

    Sat, 19 Mar 2016 11:04:29 License max count: 2000

    Sat, 19 Mar 2016 11:04:29 Limit date: 2016-10-01 16:59:59

    Sat, 19 Mar 2016 11:04:29 Product name:

    Sat, 19 Mar 2016 11:04:29 Product suite ID: 11

     

    The second lifespan is a clock that starts ticking when Ivanti Antivirus is installed on a node and this lifespan is typically 365 days from the date of the install.

     

    Ivanti Software periodically publishes updated keys (more often than the 2-year lifecycle)

     

    When the core server downloads a newer antivirus key file, it is placed into the LDLOGON\ANTIVIRUS directory and into the LDLOGON\ANTIVIRUS\BASES directory.

     

    The client then synchronizes the contents of the entire BASES folder when it updates the virus definitions from the core server.

     

    After the synchronization, the key is copied from the BASES folder to the ANTIVIRUS folder.

     

    If the key has expired, it should be shown in the LDAV.LOG (You can easily get to this on a client by typing "vulscan log" at a Run command)

     

    The key can also be considered "expired" if the time and date are wrong on the client system.

     

    If the key on the core is also expired, you need to contact Ivanti Support for a new key.


    The key needs to be placed in the following directories on the core:

    Program Files\LANDESK\ManagementSuite\Ldlogon\Antivirus
    Program Files\LANDESK\ManagementSuite\Ldlogon\Antivirus\Bases

     

    AV Key Expired - Client "Blackballed"

     

    There are instances where the computer can be "blackballed" and the Good AV Key will not work on that computer, even after an agent uninstall/reinstall, etc. This can happen if the computer's date and time is off and is outside of the date range for the valid key.

     

    If this happens, contact the Ivanti Support for a different AV Key to copy to that client.

     

    Note: Before copying the different key to the client, make SURE the date and time are correct on the client, or the client will also be blackballed for the new key.

     

    AV Key Missing


    Check the following directories for the existence of AV.KEY:

    Client
    Program Files\LANDESK\LDclient\Antivirus
    Program Files\LANDESK\LDclient\Antivirus\Bases

     

    Core
    Program Files\LANDESK\ManagementSuite\Ldlogon\Antivirus
    Program Files\LANDESK\ManagementSuite\Ldlogon\Antivirus\Bases

    Core Server Licensing


    It is possible that the core server licensing for the Antivirus Subscription has expired or has another issue.

     

    Go to the Download Updates tool, and then the Ivanti Antivirus tab and check the date in the "Virus definitions approved for distribution".
    Make sure the date is a recent date. If it is not, select "Get latest definitions" and make sure that the content updates appropriately. If it just gives about 3 lines and says "Completed updating definitions", there may be an issue with the licensing, or the customer is not licensed for Antivirus content.

     

    To check the current licensing do one of the following:

     

    1. In the Management Suite console on the core, go to Configure --> Product Licensing

        OR

    2. Run the Core Server Activation utility and click "Licenses"

     

    Make sure that you have "Ivanti Antivirus Subscription" for the appropriate version of Ivanti EPM.

     

    AV Key Corrupted

     

    There are instances where the AV Key file can get corrupted.

     

    Compare the key on the client to the key on the core or a known good client. Are they the same?

     

    If no clients are working, the key on the core may be corrupted as well.

     

    Replace the key with a known good key.

     

    The key needs to be placed in the following directories on the core:

     

    Program Files\LANDESK\ManagementSuite\Ldlogon\Antivirus
    Program Files\LANDESK\ManagementSuite\Ldlogon\Antivirus\Bases

    Steps to take on the client(s) after getting an updated key

     

    After an updated key has been placed on the core server, any clients whose keys have since expired will need to be pushed down to the clients.

     

    This can be accomplished a number of different ways.

     

    1. Push an Install/Update AV Task to client(s).

     

    In order to do this, go to the Security and Patch Manager Tool, then select the second icon in the icon tray, then select "Install/Update Ivanti Antivirus".
    You can then select whether to run the task as a scheduled task, a policy, etc.

     

    2. You can create a script to push copy down the AV Key to the client and then start the Ivanti Antivirus Service.

     

    3. You can create a custom definition to copy the AV key down to the client and then start the Ivanti Antivirus service.