PCoIP Agent reported "This version of trusted storage is not supported"

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August 12, 2021

Last modified: 09/03/2023, 6:06 pm

Knowledge Base Article Troubleshooting Licensing HP Anyware

Problem

The PCoIP Agent stops immediately after starting, and the log file contains:

"Failed to add FNE trial license source: [1,7E1,2,0[70000027,0,5002E]] This version of trusted storage is not supported"

Or running the pcoip-validate-license.ps1 PowerShell script (for Windows) or the pcoip-validate-license terminal command (for Linux) produces the same error message.

 

Cause

The local trusted storage has become corrupted.

 

Resolution

  • Delete the contents of the following path:
    • Windows Agent:
C:\ProgramData\Teradici\PCoIPAgent\licensing\5
  • Linux/Mac Agent: (Requires root permissions)
/var/lib/pcoip-agent/licensing/5
  • Restart the appropriate agent service (PCoIP Graphics Agent or PCoIP Standard Agent on Windows, or pcoip-agent on Linux/Mac) or reboot the agent machine.
  • If using HP Anyware Cloud Licensing (not using a local license server), re-register the host.

 

ZCentral 

  • Delete the contents of the following path:
    • Windows Agent:
C:\ProgramData\HP\Remote Graphics Software\licensing\5