After installing ServiceDesk, I see the following error or errors. What is the best way to troubleshoot them?
"License does not allow use of web part [SearchTextPortalWebPart]"
"License does not allow use of web part [Inline|FrameView]"
Note: This KB addresses licensing issues in ServiceDesk 7.1 and 7.5, for the same issues in ServiceDesk 7.0 versions uses HOWTO10655 below.
ServiceDesk 7.0 Licensing Error Messages and Troubleshooting Ideas
If you've gone through this HowTo and the licensing.asmx page on the SMP Server returns the proper licensing count, you'll want to check and see if there are licensing errors such as the following in the logicbase.serverextenstions.log:
Error,Monday, January 31, 2011 11:02:55 AM,Connection failed. Returning no license present. Please check your Notification Server settings. System.Net.WebException: The remote server returned an error: (500) Internal Server Error.
If you do see these errors then the credentials specified in the Credentials Manager on the ServiceDesk server are being rejected. To correct this, open the Credentials Manager and edit the machine name to IP or Netbios name, the Domain from FQDN to Netbios name and verify the User name and password.
Environmental issues may also cause licenses to fail to work, such as not being able to communicate with the SMP Server, low resources on the ServiceDesk server, network latency, DNS issues, etc. Check the logicbase.serverextensions log in the <ServiceDesk_installation_drive>:\Program Files\Symantec\Workflow\Logs folder for license errors. If license errors are still occurring in this log after all of the above steps have been performed, if possible, reboot the ServiceDesk server and also the SMP Server to see if this helps. If not, then there may be more serious environmental issues occurring that are the root cause.
Errors similar to the following may be present in the Windows Event Viewer Application log:Error 6/3/2011 11:41:17 AM LogicBase.ServerExtensions.exe 0 None Error,Friday, June 03, 2011 11:41:17 AM,Licensing service unavailable after  attempts
Subscribing will provide email updates when this Article is updated. Login is required.
Thanks for your feedback. Let us know if you have additional comments below. (requires login)
This will clear the history and restart the chat.