Problem Statement
The IP Office WebLM service periodically stops and must be restarted manually. The issue was observed intermittently, with the last known occurrence reported by the site as the previous week.
Impact
When WebLM is stopped, IP Office license management may be unavailable until the service is manually restarted. This can create operational risk for licensed features and requires administrator intervention.
Alarm
No alarm was associated with this issue.
Troubleshooting Steps
- Confirm the WebLM service status on the primary server and restart it manually if it is stopped to restore service temporarily.
- Record the approximate date and time of the most recent WebLM service stop to correlate with logs.
- Collect and review WebLM and system logs from the primary server for events around the reported stop time.
- Confirm that administrative access to WebLM and the server is available before making changes or collecting additional diagnostics.
- Check the current IP Office/WebLM software and service pack level.
- Review server health before patching, including storage status, because underlying hardware issues may need to be corrected before applying updates.
- If the system is below the recommended service pack level identified by support, schedule patching or upgrade activity. In this case, SP8 patching was planned as the corrective action.
- After patching, monitor the WebLM service for recurrence. Reopen investigation if the service continues to stop after the update.
Resolution
The issue was expected to be addressed through IP Office SP8 patching. Before patching could proceed, a failed hard drive in the primary server was replaced. The request was closed with the plan to revisit only if the WebLM service continued to stop after the SP8 update was applied.