Issue description    

EventLog Analyzer requires users to manually update the license file obtained from the licensing team to activate features beyond the trial period or during renewal. If the license file is not uploaded correctly, users may encounter issues such as limited functionality, trial expiry notifications, or seize in log collection. To ensure uninterrupted access to all features, it is crucial to upload a valid and updated license file in a timely manner.

Observed behavior 

After applying the license file, the interface becomes unresponsive, and the loading screen remains stuck indefinitely. Once the license file is submitted, the application fails to complete the process and gets stuck on a loading screen, preventing users from proceeding further.

Possible causes    

• License compatibility issue: The license file may not be compatible with the installed version.

• Corrupt or incomplete file: The license file may be corrupted or may not have downloaded properly.

Prerequisites    

Before applying the license file, ensure:

1. You have the latest valid license file from ManageEngine for EventLog Analyzer.

2. The license file is not corrupted or expired (check by opening the file in a text editor to verify the contents are intact).
   

Resolution 

Step 1: Restart EventLog Analyzer service

1. Open services.msc in the EventLog Analyzer server.

2. Locate ManageEngine EventLog Analyzer service.

3. Right-click the service and select Restart.

Step 2: Try accessing EventLog Analyzer in a different browser

Access EventLog Analyzer as any of the following.  

1. Private Window/Incognito Browser

2. Guest mode

3. Different browser

Step 3: Upload the license file

1. Click the Browse button in the License Details window.

2. Locate the license file (.xml or .lic) on your system.

3. Select the file and click Open.

4. Click upgrade to upload license.

Tips  

• Do not rename or modify the license file content before uploading.

• Login to EventLog Analyzer as a default administrator if issues occur.

Related topics and articles    

• EventLog Analyzer - Installation and Licensing FAQ

• EventLog Analyzer - License details

How to reach support    

If the issue persists, click here to contact our support team or drop an email to support@eventloganalyzer.com. 

To expedite the resolution process, attach the following details:

• License key that you are trying to upload

• Screenshot of the error

• Severout.txt file from <EventLog Analyzer Directory>\logs folder