Symptoms

Under Licensing in License Management you see incorrect number of users which does not match number of active licensed users in the environment. E.g. you only see one user whereas there are 300 licensed and active users. You are trying to Reset validation count, but it prompts for Reset Validation Key. But this is unclear where to obtain this key.

Diagnoses

To fix incorrect number of users displayed in Licensing menu it is necessary to do the following:

1. Backup K2 database.

2. Run the following script against K2 database:

USE K2

UPDATE cK2].cHostServer].cSecurityCredentialCache]

SET "PasswordCached] = 1

3. Restart K2 service

4. Verify users listed in Licensing now and confirm that data returned is correct - this user page should return users for which credentials have been cached as described in the following section of K2 documentation: License Management - K2 User Licenses
 

Resolution

See diagnosis section.