Summary
ESM 7.6.x fails to accept new license with the following error: License cannot be loaded: Retrieving license information failed - exit code = 1

Products
ArcSight Enterprise Security Manager (ESM)

Environment
Arcsight ESM 7.6.x

Situation
When applying the license the error below appears.

[2023-03-21 11:39:27,595][WARN ][default.com.arcsight.server.license.LicenseService] License cannot be loaded: Retrieving license information failed - exit code = 1
[2023-03-21 11:39:29,806][ERROR][default.com.arcsight.install.util.WizardLicensePanels] ERROR: Could not install license from the selected file:

Cause
This is caused when attempting to deploy an autopass license.

Resolution
Please open a Support ticket with the current version of ESM for assistance in resolving this issue.

Knowledge Base Article Link

URL Name
KM000015809