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Problem

Attempted to activate an iSymphony license and received an error indicating that the license request failed.

Solution

iSymphony requires the following to activate the license:

1. Outbound TCP connection to 3.license.getisymphony.com on port 49996.

com.xmlnamespace.panel.lib.admin.exception.LicenseException: Failed to process license request
        at com.xmlnamespace.panel.server.e.a.a(Unknown Source)
        at com.xmlnamespace.panel.server.e.f.b(Unknown Source)
        at com.xmlnamespace.panel.server.e.f.a(Unknown Source)
        at com.xmlnamespace.panel.server.e.h.handleRequest(Unknown Source)
        at com.xmlnamespace.panel.lib.communication.jms.request.JMSRequestServer.handleRequest(JMSRequestServer.java:357)
        at com.xmlnamespace.panel.lib.communication.jms.request.JMSRequestServer.handleMessage(JMSRequestServer.java:338)
        at com.xmlnamespace.panel.lib.communication.jms.request.JMSRequestServer.access$1(JMSRequestServer.java:327)
        at com.xmlnamespace.panel.lib.communication.jms.request.JMSRequestServer$3.onMessage(JMSRequestServer.java:257)
        at org.apache.activemq.ActiveMQMessageConsumer.dispatch(ActiveMQMessageConsumer.java:1394)
        at org.apache.activemq.ActiveMQSessionExecutor.dispatch(ActiveMQSessionExecutor.java:131)
        at org.apache.activemq.ActiveMQSessionExecutor.iterate(ActiveMQSessionExecutor.java:202)
        at org.apache.activemq.thread.PooledTaskRunner.runTask(PooledTaskRunner.java:133)
        at org.apache.activemq.thread.PooledTaskRunner$1.run(PooledTaskRunner.java:48)
        at java.util.concurrent.ThreadPoolExecutor.runWorker(ThreadPoolExecutor.java:1142)
        at java.util.concurrent.ThreadPoolExecutor$Worker.run(ThreadPoolExecutor.java:617)
        at java.lang.Thread.run(Thread.java:745)
Caused by: java.net.ConnectException: Connection timed out
        at java.net.PlainSocketImpl.socketConnect(Native Method)
        at java.net.AbstractPlainSocketImpl.doConnect(AbstractPlainSocketImpl.java:345)
        at java.net.AbstractPlainSocketImpl.connectToAddress(AbstractPlainSocketImpl.java:206)
        at java.net.AbstractPlainSocketImpl.connect(AbstractPlainSocketImpl.java:188)
        at java.net.SocksSocketImpl.connect(SocksSocketImpl.java:392)
        at java.net.Socket.connect(Socket.java:589)
        at sun.security.ssl.SSLSocketImpl.connect(SSLSocketImpl.java:668)
        at sun.security.ssl.SSLSocketImpl.<init>(SSLSocketImpl.java:427)
        at sun.security.ssl.SSLSocketFactoryImpl.createSocket(SSLSocketFactoryImpl.java:88)
        at com.xmlnamespace.panel.server.e.a.a(Unknown Source)
        ... 16 more

 

A Connection timed out error indicates that the iSymphony server is unable to communicate with the licensing server. This can be due to iptables, firewalld, an external firewall on your network, or anything else that may block communication.

  1. Confirm whether you are able to communicate with the licensing server.
    1. The following command can be used: telnet 3.license.getisymphony.com 49996
    2. If you see connected, then you are able to talk to the server.
  2. If the machine cannot talk to the licensing server you will need to investigate what is blocking the communication on the network.
    1. Allow iptables outbound tcp communication on port 4996: iptables -A OUTPUT -o eth0 -p tcp --dport 49996 -m state --state NEW,ESTABLISHED -j ACCEPT
      1. Note: this assumes you are connecting via eth0, replace eth0 with the relevant NIC.
    2. Verify firewalld is allowing outbound tcp communication on port 4996 enabled. For example, the following command on CentOS could be used to check if firewalld is installed: systemctl status firewalld.
    3. Verify other firewalls or external firewalls on your network are allowing outbound tcp communication on port 49996.
  3. Once the telnet command in step one is showing a connected response attempt to activate license again.

2. A NIC in an UP state displaying a valid MAC address.

com.xmlnamespace.panel.lib.admin.exception.LicenseException: Failed to create license request.
at com.xmlnamespace.panel.server.e.a.a(Unknown Source)
at com.xmlnamespace.panel.server.e.f.b(Unknown Source)
at com.xmlnamespace.panel.server.e.f.a(Unknown Source)
at com.xmlnamespace.panel.server.e.h.handleRequest(Unknown Source)
at com.xmlnamespace.panel.lib.communication.jms.request.JMSRequestServer.handleRequest(JMSRequestServer.java:357)
at com.xmlnamespace.panel.lib.communication.jms.request.JMSRequestServer.handleMessage(JMSRequestServer.java:338)
at com.xmlnamespace.panel.lib.communication.jms.request.JMSRequestServer.access$1(JMSRequestServer.java:327)
at com.xmlnamespace.panel.lib.communication.jms.request.JMSRequestServer$3.onMessage(JMSRequestServer.java:257)
at org.apache.activemq.ActiveMQMessageConsumer.dispatch(ActiveMQMessageConsumer.java:1394)
at org.apache.activemq.ActiveMQSessionExecutor.dispatch(ActiveMQSessionExecutor.java:131)
at org.apache.activemq.ActiveMQSessionExecutor.iterate(ActiveMQSessionExecutor.java:202)
at org.apache.activemq.thread.PooledTaskRunner.runTask(PooledTaskRunner.java:133)
at org.apache.activemq.thread.PooledTaskRunner$1.run(PooledTaskRunner.java:48)
at java.util.concurrent.ThreadPoolExecutor.runWorker(Unknown Source)
at java.util.concurrent.ThreadPoolExecutor$Worker.run(Unknown Source)
at java.lang.Thread.run(Unknown Source)
Caused by: java.lang.Exception: No initialization information found
at com.xmlnamespace.panel.lib.license.model.SystemId.getMacAddresses(SystemId.java:144)
at com.xmlnamespace.panel.lib.license.model.SystemId.generateSystemID(SystemId.java:74)
... 16 more

No initialization information found indicates that iSymphony was unable to find a NIC in the UP state currently displaying a valid MAC address. An invalid MAC address will generally be either no MAC, or a MAC that looks like the following 00:00:00:00:00.

  1. Verify that the NIC is currently in an up state and reporting a valid MAC address, the following command can be used: ifconfig
  2. If a valid MAC is not being displayed (virtualized solutions, for example, tend to encounter this problem) consult with your network administrator to configure the NIC to display a proper MAC address.
    1. Note, the MAC address needs to persist between reboots, or the license will become unbound.
  3. Once a valid MAC address is being reported by the NIC, attempt to activate the license again.

3. The license has not already been bound to another machine.

The license request was denied: License does not belong to this system

The error indicates that the serial key has already been bound to another system.

  1. Create a ticket with iSymphony support, include the error message and indicate that you need the license released.

    iSymphony licenses are intended to be bound to a single machine. Continuously releasing a license to switch between two or more machines is unsupported.

4. There is a problem resolving the hostname 3.license.getisymphony.com.

java.net.UnknownHostException: 3.license.getisymphony.com
    at java.net.AbstractPlainSocketImpl.connect(Unknown Source) ~[na:1.7.0_05]
    at java.net.SocksSocketImpl.connect(Unknown Source) ~[na:1.7.0_05]
    at java.net.Socket.connect(Unknown Source) ~[na:1.7.0_05]
    at sun.security.ssl.SSLSocketImpl.connect(Unknown Source) ~[na:1.7.0_05]
    at sun.security.ssl.SSLSocketImpl.<init>(Unknown Source) ~[na:1.7.0_05]
    at sun.security.ssl.SSLSocketFactoryImpl.createSocket(Unknown Source) ~[na:1.7.0_05]
    at com.xmlnamespace.panel.server.e.c.a(Unknown Source) [iSymphonyServer.jar:na]
    at com.xmlnamespace.panel.server.e.c.c(Unknown Source) [iSymphonyServer.jar:na]
    at com.xmlnamespace.panel.server.e.i.run(Unknown Source) [iSymphonyServer.jar:na]
    at java.util.TimerThread.mainLoop(Unknown Source) [na:1.7.0_05]
    at java.util.TimerThread.run(Unknown Source) [na:1.7.0_05]

Solution

Please ensure that your server can accurately resolve the domain name 3.license.getisymphony.com. This is usually a DNS issue on your server or network. To verify from a Linux shell whether you are able to resolve the correct domain, use the following command:

 

$ host 3.license.getisymphony.com

 

If the above command returns an error, such as "Host 3.license.getisymphony.com not found: 3(NXDOMAIN)", then your server is unable to correctly resolve the domain for the licensing server. You will need to correct the DNS issues to be able to activate your iSymphony license. 

Documentation

Licensing