Problem with nuke Deadline On Demand/UBL

[MarcoA]

I got some issue with nuke UBL licencing…but not sure why and what’s the issue…

Each time my licence forwardere start it will display this

Which is suppose to be ok, but then each time my nuke try to grab the UBL licence, i got this…

this result on those line in the Worker Log :
2024-09-18 18:21:59: Licensing Error: LICENSE_CHECKOUT_BUCKET_SIZE environment variable is not set.
2024-09-18 18:21:59: Using default (5) as bucket size.
2024-09-18 18:21:59: Licensing Error: Info: Sending activation request
2024-09-18 18:21:59: Licensing Error: Request Error: Error: Code:1946157064 Message:"[1,7e3,4,0[74000008,3c,10060221]] Generic communications error.
2024-09-18 18:21:59: [1,7e3,4,0[75000001,60,30010256]] General data transfer failure. SSL peer certificate or SSH remote key was not OK " Description:“Generic communications error.” SystemCode:60 BackOfficeDescription:"(n/a)Back office server error."
2024-09-18 18:21:59: Licensing Error: Request Error – Throttling communication for 62.78 s
2024-09-18 18:21:59: Licensing Error: Sending activation request.
2024-09-18 18:21:59: Communication error while attempting to send activation request. Will retry with next message.
2024-09-18 18:21:59: [1,7e3,4,0[74000008,3c,10060221]] Generic communications error.
2024-09-18 18:21:59: [1,7e3,4,0[75000001,60,30010256]] General data transfer failure. SSL peer certificate or SSH remote key was not OK
2024-09-18 18:21:59: Licensing Error: Info: Throttled Communication; 62.78 s remaining
2024-09-18 18:21:59: Licensing Error: Not enough credit for deadline-nuke
2024-09-18 18:21:59: Could not checkout UBL credits for “nuke”.
2024-09-18 18:22:01: Licensing Error: Info: Throttled Communication; 60.78 s remaining
2024-09-18 18:22:01: Licensing Error: Info: Throttled Communication; 60.78 s remaining
2024-09-18 18:22:01: Licensing Error: Not enough credit for deadline-nuke
2024-09-18 18:22:01: Could not checkout UBL credits for “nuke”.

I got some credit for deadline-nuke (I’m supposed to since i bought the 60h pack)

Someone to Help me?

[MarcoA]

Ok it found out, that my 60hours packs was consume in only 1h at 550%, using only 1 machine then an another one, each with a single worker on it, using my Local Nuke Licence (not the UBL one) …
So HOW 60h fit in 1h, and why counting when machine are using Local nuke licence?
I want to understand…(limits was set to use 1 local licence only and no ubl, i only change this setting latter to turn on UBL and this fail each time with same error as first post.

[Justin_B]

I took a look at your account and there’s a bunch of Nuke usage that happened before you purchased that 60 hour pack, which is why it looks like 60 hours was used in an hour. I pulled the .csv of actual usage and none of your 60 hours were used.

I’ve cut a ticket about it to our upstream provider to get your account corrected.

[MarcoA]

Thanks @Justin_B ,
Is there any way to contact directly support for UBL licencing if something like this happen again? because look like now all contact form for request were removed or are not working, meaning we need to complain directly publicly on this forum and hope for something to happen… (lucky for me you were on the corner to help me)…

Let’s hope for a fix on my account soon enought …

[MarcoA]

So far my account is still NOT corrected…1 week, no way to contact except this forum, and still not able to use my purchase…

Not your fault, but something is really wrong with this…

[Justin_B]

Hello! Yes, still sorting out the issue in your account. The other way to get in contact is via Premium Support, they’re the direct way to get support.

[MarcoA]

Not against you personnaly, but ,So i need to pay for a one more service, to have my first service/products working…yeah sure…

Thanks for feedback @Justin_B

[MarcoA]

Ok, this made more than 2 weeks, and the problem is still not fixed…
There is NO way to contact support except this forum (and no, paying a subscription to have support for something we pay for is NOT OK and every single link related to contact/support for DoD/UBL point to NOTHING…)

Glad we did not took more expensive pack we want in the first place, to first test this, because so far the experience is not this great (we just pay for something we could not use)…(it was, it is no longer sadly, may be i’m the only one having the issue, but no feedback, no way to contact support for service we pay for in the first place, that’s just not how a decent company should work…) …

Lucky for us, we were able to finish the project right on time…But definitly something is wrong with DoD support…

Thanks Justin for trying to help me.

[Justin_B]

I think I’ve got you fixed. You had a pile of what test Nuke minutes from 2016 that had expired. But the usage hadn’t expired so it was counting against your purchases. Nowadays our purchases expire after a century, so this won’t be happening again.

I say ‘I think’ because I haven’t seen the usage dials update yet, but I’ve seen those take a couple hours to take effect when an account is created manually. I’ll check in on them in a couple hours here. Manually making the account is breaking new snow for me

If you’re still planning on using the Nuke minutes you’ll need to pull the license server URL and access code again since I needed to re-create those as well.