This article describes an issue where virtual or cloud-based instances prompts with error message "Failed to download license keys" when downloading a license.

When attempting to download a license from a virtual or cloud-based instance, the following error message will occur:

Failed to download license keys

This issue occurs due network connectivity to pcls.pulseone.net is required to generate and install the license for virtual or cloud-based instances of Pulse Connect Secure or Policy Secure Secure devices.

Please note, this is a requirement for virtual or cloud-based instances as manual installation of license are not allowed.

To resolve the issue, please perform one of the following methods:

1. Login to admin console
2. Navigate to System > Configuration > Licensing > Download License

3. Under License download setting, confirm the Preferred Network setting.  If the interface is incorrect, adjust accordingly, then click Save Changes

TroubleShooting Steps:

If the problem persists, take the following steps:

1. From the admin console, navigate to Maintenance > Troubleshooting > Tools > Commands

2. From the command drop-down, select NSLookup
3. In the Query field, enter pcls.pulseone.net
4. Confirm it is able to resolve the name to awazonaws.com.  If it is not able to resolve, check the DNS server setting to ensure the device is able to resolve pcls.pulseone.net or try a different interface for license download settings.