How to Debug Insights License Issues?

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How to Debug Insights License Issues

Background

For understanding license problems, it is important to know what the impact of an invalid license will cause:
  1. Ingestion will not work for everything but Robot Logs. However, once the license is valid, the other data will be ingested. So an expired license will not cause loss of data
  2. The portal will not allow a user to login
  3. UiPath manage the license for the Looker portion.


Diagnosing

  1. For all versions, if it is suspected that there is an issue with the license, please capture a screenshot of the license settings:
    1. Automation Cloud:
      1. Confirm that an Insights license exists: License Exists
      2. Confirm that an Insights license has been allocated: Allocation
    2. Automation Suite:
      • Automation Suite has the same validation steps as Automation Cloud
    3. Standalone:
      1. Note that for standalone, the license needs to be enabled at the host level: Host Level
      2. Validate that Insights is part of the license at the host level: Tenants Page
        • On the tenant page, see that the Host License is being used. (Since Insights is not allocatable on the standalone, nothing is observed on the License page)
      3. Validate that Insights can be enabled: Enabled Features
      4. Screenshots of the above settings will be enough for us to validate that insights is enabled correctly.
  2. If the issue is related to enabling Insights in Automation Cloud or Automation Suite and a valid license exists:
    1. For both versions, capture a HAR trace while enabling Insights: How to generate a HAR File
    2. For Automation Suite, record the timestamps and capture a support bundle: Support bundle
    3. Open a support ticket and provide the gathered information.
  3. For Standalone, if the license is not at the host level, go through the following steps:
    1. Schedule down time for Orchestrator. Make sure that if anything goes wrong, this would not cause an unexpected outage
    2. Deallocate the license at the tenant level: Deallocation
    3. Login to the host and activate the license: Activation
    4. If there are any problems during the switch, open an urgent support ticket.
  4. For any other license issues:
    1. For standalone:
      1. Check the Insights and Orchestrator Event Viewer logs. If this does not reveal the issue, gather those logs and raise a support ticket. Event Viewer Logs
      2. If errors are thrown in the UI, gather a HAR trace: How to generate a HAR file
      3. Any relevant screenshots
      4. If the issue seems to be with the Looker license, collect the Looker logs: Looker Logs
    2. For Automation Suite:
      1. Gather a support bundle and if the errors are thrown in the UI, a HAR trace.
      2. Any relevant screenshots.
    3. For Automation Cloud:
      1. If errors are thrown in the UI, gather a HAR trace: How to generate a HAR file
      2. Any relevant screenshots.
  5. If this article did not help identify the issue, gather all the artifacts collected and raise them in a support ticket to UiPath.