Troubleshooting
Resolve licensing, deployment and seat problems.
For IT support staff
If SonicCloud cannot get a seat, check:
- The workstation has a network connection to your corporate network or VPN.
- SonicCloud was installed with the correct license service settings.
- The license has not expired and seats are available in the admin console.
- The workstation trusts your organization's certificate.
If these are correct and the problem remains, contact the team that manages your license service.
Common problems
| Symptom | What to do |
|---|---|
| Admin console does not open | Check the address and your network connection, then contact your IT team. |
| Browser certificate warning | Stop and contact your IT team. |
| Imported license is not shown | Refresh the page and confirm you imported the file issued for your organization. |
| All seats are in use | Check active seats and release any that are no longer needed. |
| SonicCloud shows a license error | Follow the steps for IT support staff above. |
| A seat seems stuck after a crash | Wait a short while, or use Force Release. |
| Workstation cannot reach the license service | Confirm the installer properties, DNS, firewall access and certificate trust. |
| Workstation still uses the old address | Close and reopen SonicCloud. |
| SonicCloud shows License Expired | An administrator needs to import a current license. See Renewal. |
Installer problems
See the exit codes and check the installation log. If you used /l*v, the log path is in your command.
Contact support
Include the message shown, the time it appeared, and the installer log if there was one. See Contact support.