Error Message

Your Clearwell appliance is unlicensed. Your Clearwell license has an invalid service tag. Your Clearwell secure store is invalid for this cluster. Please contact support to help resolve the issue

Clearwell appliances come pre-installed with a customized BIOS version. No external BIOS version has been tested on these appliances. For this reason, it is not recommended to install any other BIOS version on the Clearwell appliance unless otherwise instructed by a Clearwell technician.

The system will first need to be tested to see if this is the issue being experienced. Use the following instructions to test the Dell Appliance:

1. Go to Start > Run
2. Type in cmd to open the command prompt and hit Enter
3. In the command prompt window type in wmic csproduct get identifyingnumber

If the Service Tag is displayed, then the BIOS update is not the issue. Contact Clearwell Technical Support for further assistance.

If the error "No Instances Found" is displayed, continue with the following steps

1. Go to the following link and download the Dell DSET utility: https://www.dell.com/support/contents/us/en/19/article/Product-Support/Self-support-Knowledgebase/enterprise-resource-center/Enterprise-Tools/dell-system-e-support-tool
2. Run the DSET utility to collect data about the Clearwell Dell Appliance
3. Open the DSET collection to see if it displays the proper Service Tag
4. Contact Clearwell Technical Support for further troubleshooting.

Applies To

This error has only been observed on a Dell appliance that is provided directly by Veritas Clearwell and has had its BIOS updated to an untested version.