Troubleshoot Common Issues

Overview

Use this guide to resolve common setup, sync, license, usage, and renewal issues.

Goal

Identify the likely cause of an issue and complete the next corrective action.

Before You Begin

• Sign in to Liceo.
• Note the affected app, user, license, contract, or integration.
• Check whether the issue started after a sync, import, edit, or renewal update.

Step 1 - Fix a failed directory sync

1. 1
   Open System.
2. 2
   Select Integrations or Monitoring.
3. 3
   Find the failed integration.
4. 4
   Review the latest error message.
5. 5
   Confirm credentials are still valid.
6. 6
   Confirm the connected account still has permissions.
7. 7
   Reconnect the integration if needed.
8. 8
   Run the sync again.

Step 2 - Fix a missing app

1. 1
   Search for the app in Licenses.
2. 2
   Check whether the app is archived, filtered out, or imported under another name.
3. 3
   Confirm the app is connected to the directory source.
4. 4
   If the app cannot be discovered automatically, select Add License.
5. 5
   Add vendor, cost, seat, owner, and renewal details manually.

Step 3 - Fix incorrect seat counts

1. 1
   Open the affected license.
2. 2
   Compare purchased seats with assigned seats.
3. 3
   Confirm the latest sync completed.
4. 4
   Check for duplicate app records.
5. 5
   Update manual seat counts if needed.
6. 6
   Resolve duplicate records according to your internal process.

Step 4 - Fix missing usage data

1. 1
   Open the affected license.
2. 2
   Confirm assignments exist.
3. 3
   Check whether the integration provides usage data for that app.
4. 4
   Confirm the selected date range includes activity.
5. 5
   Ask the app owner to confirm usage manually if automated usage data is unavailable.

Step 5 - Fix missing renewal alerts

1. 1
   Open the license or contract.
2. 2
   Add or confirm the renewal date.
3. 3
   Add or confirm the notice period.
4. 4
   Assign an owner.
5. 5
   Confirm the record is active and not archived or canceled.
6. 6
   Save the record.

FAQ

What should we connect first?

Connect the directory source with the broadest app and user coverage, such as Microsoft Entra ID, Okta, or Google Workspace.

Can we add apps manually?

Yes. Use Add License for apps that are not connected to SSO or were purchased outside IT.

How often should we review the dashboard?

Review high-risk renewals weekly and run a broader license and usage review monthly.

What should finance review first?

Start with high-spend apps, upcoming renewals, idle seats, duplicate tools, and vendors with multiple contracts.