This article was created to know how to troubleshoot the connection between a SD-WAN appliance and a remote licensing server.

Instructions

1. Do ping and traceroute tests from the SD-WAN appliance to check the connectivity to the Licensing server.
   1. Try to find key elements to isolate the issue, like: What was the last change? Is there a working appliance? What are the main different?
   2. Please note that the Citrix Licensing server use the TCP ports 27000 & 7279. (https://support.citrix.com/article/CTX101810 )
2. Confirm that the Licensing Server has available licenses.
3. Confirm the Licensing server version.
4. Get the SD-WAN Model, host ID and firmware version.
5. Pre-requisites for using Remote License Server for SD-WAN appliances. (https://docs.citrix.com/en-us/citrix-sd-wan/10-2/sd-wan-licensing/license-procedure.html)
   1. NTP server should be configured for both License server and SD-WAN (date and time should be in-sync)5.b) Remote License Server version should be 11.13.1 or earlier.
   2. It is recommended that you use the latest License Server version:
6. If you want to install remote licenses for SD-WAN appliance using SD-WAN Center, ensure that you enable Centralized licensing on the SD-WAN MCN appliance in the Global settings of the SD-WAN web management interface Configuration Editor.
7. Please refer to the following info:
   1. https://docs.citrix.com/en-us/citrix-sd-wan-center/10-2/deploying-sd-wan-appliance/sd-wan-center-as-license-server.html
   2. https://docs.citrix.com/en-us/citrix-sd-wan/10-2/sd-wan-licensing/centralized-licensing.html
8. To collect logs to analyze them offline, please
   1. Zip up the entire Licensing folder (c:\program files (x86)\citrix\licensing (default install).
   2. Create a diagnostic file from the SD-WAN appliance.
9. Please refer to the following articles related to How to troubleshoot a Citrix License Server:
   1. https://support.citrix.com/article/CTX214306
   2. https://support.citrix.com/article/CTX235237