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WAVE: Not recording due to "Server not found" message in Licenses tab.

  • Updated

Applies to: WAVE mediaserver

 

Summary:

On rare occasions, WAVE licenses will not activate because the Hardware ID information is corrupted due to Windows not reporting the hardware properly.

Explanation of Behavior:

  • WAVE is not detecting network cards.
  • The Server has the HWID in WAVE as 05d41d8cd98f00b204e9800998ecf8427e, this is an invalid ID. 
Note: The following log entry may be found in the WAVE system.log file:
2024-01-15 10:51:02.834 52dc ERROR SYSTEM: No network cards detected.
  • Performing an online activation returns the following error: 
{"arguments": {}, "error": "InvalidData", "message": "Invalid data received.", "messageId": "InvalidData"}
  • Usually, such issues are related to problems with WMI (Windows Management Instrumentation) such as incorrectly installed Windows updates or a corrupted WMI database.
  • Please check that the WMI service on Windows is running and ensure the OS is not corrupt.
  • Verify there are no Windows Update and WMI-related errors in the Windows Event Viewer Logs.
  • Verify the WMI service is running, and all updates are installed successfully,
  • There is a Microsoft article explaining the issue if the you need clarification of the problem: WMI: Rebuilding the WMI Repository
  • Once the WMI service is functioning normally, a new valid hardware ID will be generated. All license keys will activate normally.   
Note: Execute the following command in an administrator-level session of PowerShell:

gwmi -query "SELECT * FROM Win32_NetworkAdapter WHERE PhysicalAdapter=true"

 If the command returns the following error:

This means there is corruption in the WMI database

Resolution:

  1. Download the attached batch file to the WAVE server.

  2. Navigate to the downloaded file location and right-click on it selecting run as administrator.  Do not run this from a WAVE client workstation.

  3. Reboot the WAVE server.

  4. Upon reboot, confirm the server is recording normally.

 

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