License FAQ

Here are some answers to frequently asked questions about how ExtraHop licenses work and what happens to your data when a license expires or is disconnected.

What type of licenses are available?

ExtraHop offers the two following types of licenses:

Subscription: You purchase time-based access to ExtraHop software that is installed on a virtual machine or on purchased hardware.

Perpetual: You purchase ExtraHop hardware and software.

With a subscription license, you must be able to connect to the ExtraHop licensing server on the extrahop.com domain. Connection to the licensing server is required for license updates and check-ins.

How do I apply a new or upgraded license to my appliance?

If you purchased a new appliance, you will receive an email with a new license key that must added to your appliance. If you upgraded your firmware or purchased protocol modules, your updated license is automatically added to your appliance, but must still be applied.

To add or update your license key, you must have administrator privileges on the ExtraHop appliance. Follow the instructions to update a module license or add new licenses in the Admin UI Guide for your appliance:

I don’t see the protocol traffic I was expecting. Do I need a license for it?

If you don’t see the protocol traffic you were expecting, such as database traffic, you might not have a module license for that protocol. For more information about which protocols require a module license, download the ExtraHop Protocol Module Datasheet.

To see a list of protocols that you have a license for, log into the Admin UI on your ExtraHop Discover appliance and click License.

How do I add protocol module licenses to my Discover appliance?

Contact your ExtraHop Sales representative to acquire additional modules for your Discover appliance license. After purchasing the modules, your license information is automatically updated by the ExtraHop licensing server, but must still be applied to your appliance. Log into the Admin UI on your ExtraHop Discover appliance and click License. Click Apply new license and then click Update.

Why do I see a License Error message when I log into my ExtraHop appliance?

If you have a subscription license, you might see this message for one of the following reasons:
  • Your subscription expired and must be renewed. After you receive the new license, you must update the license information on your appliance. Contact your ExtraHop representative for help with renewing your license.
  • Your ExtraHop appliance was unable to connect to the ExtraHop licensing server in over a week. Log into the Admin UI on your ExtraHop Discover or Command appliance. Click License and then click Manage License. Click Test Connectivity to make sure that the ExtraHop appliance can communicate with the licensing server. If the test does not pass, contact your network administrator. You might need to open DNS server port 53 to make a connection. Or confirm whether there were security updates to your network, such as an addition of a new firewall that might block the connection to the ExtraHop licensing server. Contact ExtraHop Support if you need help with diagnosing connection problems to the licensing server.

If you have a perpetual license, you might see this message because new license information was not entered correctly.

Why do I see a Permission Denied message when I log into my ExtraHop appliance?

You might see this message for one of the following reasons:
  • Your subscription was canceled.
  • The license was entered incorrectly. Make sure you have the correct license for the correct appliance. Contact ExtraHop Support for help with entering the license correctly.
  • If you have a subscription license, your license became invalid because your appliance was unable to connect with the ExtraHop licensing server in over a week. Log into the Admin UI on your ExtraHop Discover or Command appliance. Click License and then click Manage License. Click Test Connectivity to make sure that the ExtraHop appliance can communicate with the licensing server. If the test does not pass, contact your network administrator. You might need to open DNS server port 53 to make a connection. Or confirm whether there were security updates to your network, such as an addition of a new firewall that might block the connection to the ExtraHop licensing server. Contact ExtraHop Support if you need help with diagnosing connection problems to the licensing server.
  • If you have a Discover appliance connected to a Command appliance, the Command appliance acts a licensing proxy for the Discover appliance. If your Command appliance is unable to connect to the ExtraHop licensing server for over a week, your Discover appliance license also becomes invalid.

Why do I see a red error label next to the license menu in the ExtraHop Admin UI?

A Discover, Command, Explore, or Trace appliance license is invalid or disconnected. Log into the ExtraHop Admin UI. Click License to see more details.

Why do I see a red asterisk next to the license menu in the ExtraHop Admin UI?

A new license is available. Log into the ExtraHop Admin UI. Click License and then click Apply new license.

How do I know when my license is expiring?

You can view the expiration date for your license in the ExtraHop Admin UI. Log into the Admin UI on your ExtraHop appliance and click License. The expiration date is listed in the last row of the table in the System Information section.

In addition, a System Settings message displays one week before your Discover appliance license expires.
Note:You will not receive an expiration message for Explore or Trace appliances.

Why do I see the message ExtraHop license is about to expire in the ExtraHop Web UI?

The Discover and Command appliances provide a warning one week before your appliance will expire. The message specifies the number of days left until the license expires. Your appliances operate normally until your license expires. If your license expires, your appliances continue to collect data, but you cannot access the ExtraHop Web UI until you renew your license.

Contact your ExtraHop representative to discuss options for renewing your license.

Note:You will not receive an expiration warning for the Explore and Trace appliances. Follow the procedure for checking the status of licenses in the Explore Admin UI Guide and Trace Admin UI to confirm the current state of your appliance licenses.

What happens to my data if my subscription expires?

ExtraHop Discover, Command, Trace, and Explore appliances continue to collect data after your subscription expires. However, you cannot access data or perform queries in these appliances until you renew and update your license.

Contact your ExtraHop representative for help with renewing your license.

What happens if the license for an Explore node in my Explore cluster expired?

All Explore nodes in an Explore cluster must have current and valid licenses to access records. If one or more Explore nodes within an Explore cluster has an expired license, you cannot access records or build queries. All Explore nodes within the Explore cluster remain connected to Discover appliances and continue to store records. However, to access data on your Explore cluster again, you must complete one of the following steps:
Note:You will not receive advanced warning about an expiring Explore node license in the ExtraHop Web UI. To learn how to confirm the current license status of your Explore appliance nodes, see the Cluster Members section in the Explore Admin UI Guide.

What happens if I cancel my subscription?

You will not be able to access the ExtraHop Web UI. ExtraHop does not store any of your data. Any data that was collected by ExtraHop to generate Atlas reports are destroyed.

Published 2017-08-14 22:08