Incident response for errors related to WLS (Web License Service)

This article is a reference for maintainers of commercial production applications using WLS licenses. Unless your commercial application is blocked in production, do not mark your ticket as a production ticket. In all other cases, please search in our help center using the relevant error message and if you cannot find the solution in one of our articles, feel free to create a non-production ticket.

Using our existing help center articles to solve issues is oftentimes the fastest. If you need help, tickets can be created at support.gurobi.com. Help us resolve issues faster by mentioning the relevant license ID and sending relevant log files and error messages. Please state which level of impact this error is causing. The remainder of this article lists possible errors related to WLS and lists sensible incident response measures below each error message(s).

Errors that (likely) require contacting Gurobi support

GurobiError: LicenseExpired

Create a ticket and ask for help. Check internally to see if the license was renewed on time. Check if payments are due.

GurobiError: LicenseDisabled

GurobiError: License is inactive

Create a ticket and ask for help. Check if there is an ongoing conversation going on with us.

GurobiError: Failed to get a web license token

Create a ticket and ask for help. Check if there is an ongoing conversation going on with us. Check if anyone modified license credentials / API keys.

Errors that require checks on your systems

GurobiError: Too many sessions, X active sessions for a baseline of Y

You started too many sessions. Check your own usage at license.gurobi.com/manager/sessions and see whether some application or user accidentally uses the license.

GurobiError: Overage for too long, X active sessions and over the baseline for Y minutes

You had sessions exceeding your baseline for too long. Check your own usage at license.gurobi.com/manager/sessions and see whether some application or user accidentally uses the license.

GurobiError: Web license token too new (asynchronous client clock)

GurobiError: Token validation error

Synchronize your system clock with a Network Time Protocol server.

GurobiError: Failed to connect to token.gurobi.com port 443

GurobiError: Could not resolve host: token.gurobi.com

Check network connectivity and configuration (proxies, firewalls, …).

GurobiError: Requested number of cores (X) is greater than allowed (Y) cores

You are trying to use an Unlimited Use license or start a Compute Server on a machine with more than licensed cores. Use Gurobi in an appropriately sized (virtual) machine or container instead. Contact us if increasing the core count is your preference.

Other

Subscribe to updates and check the Web License Service status at status.gurobi.com.

Mark your ticket as a production ticket if and only if it concerns your live production system.