Resolving vSpace Manager Data Sync Issues with Management Portal

Resolving vSpace Manager Data Sync Issues with Management Portal

Introduction

In certain scenarios, changes made in your local vSpace Pro environment may not immediately reflect in the NComputing Management Portal, and vice versa. This delay is due to how vSpace Pro synchronizes licensing information. Understanding this process is key to avoiding confusion—especially when transitioning to vSpace Pro Enterprise Edition or activating new licenses.


Cause of the Delay

vSpace Pro automatically syncs with the Management Portal about once per week to update licensing information. As a result, any changes in license status, new device activations, or upgrades may not be synchronized right away.


Example Scenario

An upgrade to vSpace Pro Enterprise Edition (our subscription-based platform) has been performed, however, the vSpace Manager may still show trial mode behavior if it hasn’t yet synchronized with the Management Portal. This includes:
  1. Sessions disconnect every 10 minutes.
  2. There is a limit of 5 concurrent connections.
  3. A warning that the software is in trial mode.
Alert
Note: The vSpace Pro Enterprise Edition trial is only valid for a one time, seven day period for vSpace-native thin clients.
See: 📘 Understanding vSpace Pro Enterprise Licensing and Trial Mode Limitations

Troubleshooting Steps

Please follow these steps in sequential order. After each step, conduct a system test to ascertain whether the issue has been resolved. If not, proceed to the subsequent step. 

Step 1. Check Network and Security Settings 

Ensure there is no firewall or security policy blocking communication between your local environment and the NComputing Management Portal. Confirm that the necessary ports are open for outbound connections.

Step 2. Manual Refresh in vSpace Manager 

Open vSpace Manager, locate and click the "Refresh" button. This will ping the Management Portal and initiate a data sync. Wait 2 minutes, then check if the issue persists.

Step 3. Reboot the Server

Reboot the computer where vSpace Manager is installed. After the system is back online, wait 2 minutes, then repeat step 2.


Step 4. Re-register vSpace Manager

This process ensures that your local environment is fully synchronized with your Management Portal account.

Warning
⚠️ Important: Be ready to re-enter your NComputing account credentials during re-registration.
Steps:
Notes
This process also serves as a valuable tool for reducing the number of serial numbers that accumulate against your AMP licensing in the Management Portal. Then, if you are seeking to have the Management Portal synchronize a change in the count of local devices, it is imperative that any NComputing devices that are no longer in use are disconnected and removed from the network. This precautionary measure is essential to prevent these devices from inadvertently reporting their serial numbers back to the Management Portal.

Process:

  1. On the vSpace host machine, unregister the vSpace Manager (you will be prompted to confirm; this will close the app).

  2. Log in to the NComputing Management Portal and navigate to:
    Management Portal > My vSpace Installations > My vSpace Managers

  3. Confirm the vSpace Manager no longer appears. If it does, click "Disconnect" on the far-right side of the row and confirm the action.

  4. Re-register the vSpace Manager using the same account credentials.

  5. Wait approximately 10 minutes after registration. The licensing should now be fully applied and the trial mode behavior should be cleared.

Conclusion

Delays in license status updates are often due to the periodic sync cycle between your local system and the Management Portal. Following the above steps should resolve most licensing synchronization issues. If you continue to experience problems, please contact our Technical Support team.


Article Number: 685
Revision Date: 07/2024