Intermittent Cloud License Server activation failures with Remote Workstations in GCP

Update timeline

1. investigating Nov 14, 2020, 02:59 AM UTC

   PCoIP Remote Workstations on GCP are experiencing intermittent licensing issues with Cloud License Server. - A new Remote Workstation may fail to register to the Cloud Licensing Server, or - An existing Remote Workstations may fail to acquire license from the Cloud Licensing Server. And the GCP user would not be able to establish a PCoIP session to their Remote Workstation as result. If the issue occurs, the workaround is to recreate the Remote Workstation and ensure it has a different MAC address (which can be accomplished by ensuring the Internal IP Address is different) and register the new workstation to the Cloud Licensing Server again. If the registration fails, keep recreating the Remote Workstation until the license registration works.

2. investigating Nov 14, 2020, 03:08 AM UTC

   We are continuing to investigate this issue.

3. investigating Nov 14, 2020, 03:12 AM UTC

   We are continuing to investigate this issue.

4. investigating Nov 16, 2020, 07:21 PM UTC

   We have identified a recently occurring issue causing license activation to occasionally fail on workstations in GCP. We are working with our partners to investigate the issue and will provide updates are as they are available. At the current time, if license failure is encountered while using GCP please recreate the remote workstation with a different internal IP address. If you need assistance in doing so, please create a support case at https://help.teradici.com and we will help you right away.

5. identified Nov 16, 2020, 07:30 PM UTC

   We have identified a recently occurring issue causing license activation to occasionally fail on workstations in GCP. We are working with our partners to investigate the issue and will provide updates are as they are available. At the current time, if license failure is encountered while using GCP please recreate the remote workstation with a different internal IP address. If you need assistance in doing so, please create a support case at https://help.teradici.com and we will help you right away.

6. identified Nov 18, 2020, 05:18 AM UTC

   We are continuing to work on a fix for this issue. Workaround - We have identified a recently occurring issue causing license activation to occasionally fail on workstations in GCP. We are working with our partners to investigate the issue and will provide updates as they are available. At the current time, if license failure is encountered while using GCP please recreate the remote workstation with a different internal IP address (for more technical guidance see Why do I get licensing registration error using Cloud Access Software on GCP (Google Cloud Platform)?). If you need assistance from us, please create a support case.

7. identified Nov 23, 2020, 09:21 PM UTC

   The solution for this issue will be provided as an update to the PCoIP Agent software and is expected in mid-December. Until that time workarounds exist for remote workstations or alternatively to use a non-GCP hosted PCoIP License Server instead. See Why do I get licensing error using Cloud Access Software on GCP (Google Cloud Platform)? for more details on the workarounds. If you need assistance from us, please create a support case at https://help.teradici.com.

8. resolved Nov 26, 2020, 12:04 AM UTC

   The cause of the license activation failures for remote workstations on GCP has been identified and is being worked on. If this issue is encountered, see Why do I get licensing error using Cloud Access Software on GCP (Google Cloud Platform)? for mitigation details or create a support case at https://help.teradici.com. A solution will be made available in an upcoming release of Cloud Access Software. See https://docs.teradici.com/find/product/cloud-access-software for latest releases and release notes.