The base license is not showing in BVMS after defaulting the DIP 5000 AIO & upgrade from v9 to v12.1

Possible causes and solution(s)

Symptoms

The base license does not appear in BVMS 12.1 after defaulting, re-imaging and upgrading BVMS on the DIP 5000 AIO unit.

Causes

It could be due to improper initialization of the Sentinel RMS licensing service, which manages the activation and validation of licenses in BVMS. 
When a DIVAR 5000 AIO is defaulted, the configurations, including license-related data, may be reset. While the base license appeared correctly in previous versions (BVMS 9 and BVMS 11.1.1), it is not showing in BVMS 12.1.
Re-imaging the unit (even multiple times) does not resolve the issue.
The Sentinel RMS service is responsible for managing licenses. If this service is not functioning properly or is not re-initialized correctly, the base license may fail to load even if it is technically present.

Solution

Follow these steps to troubleshoot and resolve the issue:

1. Disable the Sentinel RMS Service:

2. Access the Windows Services on the DIVAR 5000 AIO unit.

3. Locate the Sentinel RMS License Manager service.

4. Right-click on the service and select Stop to disable it.

5. Wait for a Few Minutes:

6. Allow the system a few minutes to clear any cache or persisting processes related to the license service.

7. Re-enable the Sentinel RMS Service:

8. Right-click on the Sentinel RMS License Manager again and select Start to re-enable the service.

9. Verify the License:

10. Open BVMS 12.1 and check if the base license is now showing.

11. Repeat If Necessary:

12. If the issue persists, repeat the process of disabling and enabling the Sentinel RMS service a few more times.

By following the outlined steps, you can restore the base license functionality without needing to re-image the unit multiple times.

Note: BVMS Upgrade Process
Ensure the BVMS was upgraded correctly in steps (e.g., BVMS 9 → BVMS 10.1 → BVMS 11.1.1 → BVMS 12.1) as skipping steps may result in software inconsistencies.

If the above didn’t solve the issue, please get in contact with the Central Technical Support team and provide them with the Config Collector logs.

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Nice to know:

• Upgrade from BVMS v9/ v10.1/ v11.1.1/ v12.1 to 12.2 on DIP AIO 5000 (DIP-52xx) & AIO 7000 (DIP-72xx)

• What to do when ‘error code=1’ appears during BVMS 11 or 12.0.1 licensing process?