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Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Adam_W on May 31, 2011, 12:15:07 PM

Title: Genesys Desktop (GAD) license "locking" issue
Post by: Adam_W on May 31, 2011, 12:15:07 PM

I'm seeing a strange GAD license issue at the moment.  When an agent tries to log on, they get a "no agent license" error and in the license manager log file, the following appears:

[code]11:36:14 (genesys.d) DENIED: "desktop_agent" JavaUser@i407svap06  (50 licenses) (Licensed number of users already reached (-4,342))[/code]

50 concurrent desktop_agent licenses are available overall.  No more than around 20 agents are ever actually logged on at the same time, so there should be plenty of room to allow more agents on.

There is only 1 GAD application, so it's not a case of one application "stealing" all the licenses (not that that should happen with a concurrent agent license anyway).

It seems like the GAD is not releasing the license properly when agents log out.  I can't see any log errors with checking licenses back in though.  Anyone ever seen something similar?

Title: Re: Genesys Desktop (GAD) license "locking" issue
Post by: bandorka on May 31, 2011, 01:04:05 PM

Which version of GAD?

Title: Re: Genesys Desktop (GAD) license "locking" issue
Post by: Adam_W on May 31, 2011, 01:24:58 PM

Knew I missed something on the OP!

GAD version is 7.6.302.06.

Title: Re: Genesys Desktop (GAD) license "locking" issue
Post by: cavagnaro on May 31, 2011, 01:58:34 PM

What is the option value on GAD for disconnect-mode option?

Title: Re: Genesys Desktop (GAD) license "locking" issue
Post by: Adam_W on May 31, 2011, 02:02:16 PM

It's set to "logout", so even if they close the browser wrongly, it should log them out completely.

Title: Re: Genesys Desktop (GAD) license "locking" issue
Post by: cavagnaro on May 31, 2011, 03:02:20 PM

True if they don't lose connection...have you checked any network issues? Can you post GAD logs?

Title: Re: Genesys Desktop (GAD) license "locking" issue
Post by: bandorka on June 01, 2011, 07:56:56 AM

Is it possible to upgrade GAD to the latest (or this version below) version?
This is a (maybe) similar issue corrected in version 7.6.303.15:

[i]"Genesys Desktop improves the defense in the license keep-alive mechanism. Previously, if an issue appeared in this area, no new agents could be logged in. (ER# 264472259)"[/i]

BR,
Bandorka

Title: Re: Genesys Desktop (GAD) license "locking" issue
Post by: Adam_W on June 01, 2011, 09:36:43 AM

I'm leaning towards network issues being the cause, in which case it may be worth trying the GAD upgrade.  Thanks guys.

I've also just noticed the "lrm-enabled" option in the license section of the GAD options.  According to the GAD Deployment Guide this stands for "License Reporting Management".  Is this what it sounds like, i.e. something to tell you how many licenses are in use at any one time etc?  Anyone used it?

Title: Re: Genesys Desktop (GAD) license "locking" issue
Post by: locmnvivas on October 14, 2014, 09:13:16 AM

I am facing the same issue, when using a pair of GAD. very often agents received "No Agent License" notification when moving to another GAD instance according to NLB deploy.
So sorry that this topic has been stopped since 2011.