Configure Logs to Troubleshoot Licensing Issue

With Operations Hub licensing enforcement, you may be asked to purchase a license even when you have a valid license activated on your license client.

In the event of a licensing issue, follow these steps to enable logging and reveal potential problems before contacting GE Support.
  1. Open the logback.xml file located in each of the following locations, and create a backup of each file before making any modifications:
    • <Directory where Operations Hub is installed>\iqp-tomcat\webapps\<site>\WEB-INF\classes\logback.xml
    • <Directory where Operations Hub is installed>\iqp-tomcat\webapps\<app>\WEB-INF\classes\logback.xml
    • <Directory where Operations Hub is installed>\iqp-tomcat\webapps\<eventengine>\WEB-INF\classes\logback.xml
  2. Find the following line of code and change "ERROR" to "DEBUG".
    <logger name="com.iqp" level="ERROR"/>

    If the line does not exist, then add a line with "DEBUG" level within the configuration tag as shown below:

  3. Save and close each logback.xml file.
  4. Restart GE Operations Hub IQP Tomcat Web Server service.
  5. Replicate the licensing error to log messages in the app.log/site.log or eventengine.log files located here:

    C:\ProgramData\OphubLogs\iqp-tomcat

  6. Look for log entries similar to the following:
    "2021-3-2 13:24:11  - Project65.isLicenseVersionValid() : lc_license_ophub = 20
2021-03-02 14:37:41,720 [pool-6-thread-1] DEBUG com.iqp.common.utils.other.lc - LicenseClient.getLicenseValue(): isLicenseDateValid() = 1 isLicenseVersionValid() = 1 isLicenseVersionValid() = 4"
    Tip: Look for keywords such as Project65, LicenseClient, and LicenseService to investigate licensing related issues.
  7. Provide the log file details to the Support team.