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Version 9.4 by Sean Hetherington on 2021/09/10 22:40
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4 These troubleshooting tips are for problems related to license activation. Please select the error message you're seeing on the right.
5
6 = Failed to process license request =
7
8 Attempted to activate an iSymphony license and received an error indicating that the license request failed.
9
10 iSymphony requires the following to activate the license:
11
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13 Outbound TCP connection to **3.license.getisymphony.com **on port 49996.
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15 {{code}}
16 com.xmlnamespace.panel.lib.admin.exception.LicenseException: Failed to process license request
17 at com.xmlnamespace.panel.server.e.a.a(Unknown Source)
18 at com.xmlnamespace.panel.server.e.f.b(Unknown Source)
19 at com.xmlnamespace.panel.server.e.f.a(Unknown Source)
20 at com.xmlnamespace.panel.server.e.h.handleRequest(Unknown Source)
21 at com.xmlnamespace.panel.lib.communication.jms.request.JMSRequestServer.handleRequest(JMSRequestServer.java:357)
22 at com.xmlnamespace.panel.lib.communication.jms.request.JMSRequestServer.handleMessage(JMSRequestServer.java:338)
23 at com.xmlnamespace.panel.lib.communication.jms.request.JMSRequestServer.access$1(JMSRequestServer.java:327)
24 at com.xmlnamespace.panel.lib.communication.jms.request.JMSRequestServer$3.onMessage(JMSRequestServer.java:257)
25 at org.apache.activemq.ActiveMQMessageConsumer.dispatch(ActiveMQMessageConsumer.java:1394)
26 at org.apache.activemq.ActiveMQSessionExecutor.dispatch(ActiveMQSessionExecutor.java:131)
27 at org.apache.activemq.ActiveMQSessionExecutor.iterate(ActiveMQSessionExecutor.java:202)
28 at org.apache.activemq.thread.PooledTaskRunner.runTask(PooledTaskRunner.java:133)
29 at org.apache.activemq.thread.PooledTaskRunner$1.run(PooledTaskRunner.java:48)
30 at java.util.concurrent.ThreadPoolExecutor.runWorker(ThreadPoolExecutor.java:1142)
31 at java.util.concurrent.ThreadPoolExecutor$Worker.run(ThreadPoolExecutor.java:617)
32 at java.lang.Thread.run(Thread.java:745)
33 Caused by: java.net.ConnectException: Connection timed out
34 at java.net.PlainSocketImpl.socketConnect(Native Method)
35 at java.net.AbstractPlainSocketImpl.doConnect(AbstractPlainSocketImpl.java:345)
36 at java.net.AbstractPlainSocketImpl.connectToAddress(AbstractPlainSocketImpl.java:206)
37 at java.net.AbstractPlainSocketImpl.connect(AbstractPlainSocketImpl.java:188)
38 at java.net.SocksSocketImpl.connect(SocksSocketImpl.java:392)
39 at java.net.Socket.connect(Socket.java:589)
40 at sun.security.ssl.SSLSocketImpl.connect(SSLSocketImpl.java:668)
41 at sun.security.ssl.SSLSocketImpl.<init>(SSLSocketImpl.java:427)
42 at sun.security.ssl.SSLSocketFactoryImpl.createSocket(SSLSocketFactoryImpl.java:88)
43 at com.xmlnamespace.panel.server.e.a.a(Unknown Source)
44 ... 16 more
45 {{/code}}
46
47 \\
48
49 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.
50
51 1. Confirm whether you are able to communicate with the licensing server.
52 11. The following command can be used: telnet 3.license.getisymphony.com 49996
53 11. If you see connected, then you are able to talk to the server.
54 1. If the machine cannot talk to the licensing server you will need to investigate what is blocking the communication on the network.
55 11. Allow iptables outbound tcp communication on port 4996: (% style="color: rgb(0,0,0);" %)iptables -A OUTPUT -o eth0 -p tcp ~-~-dport 49996 -m state ~-~-state NEW,ESTABLISHED -j ACCEPT
56 111. Note: this assumes you are connecting via eth0, replace eth0 with the relevant NIC.
57 11. 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.
58 11. Verify other firewalls or external firewalls on your network are allowing outbound tcp communication on port 49996.
59 1. Once the telnet command in step one is showing a connected response attempt to activate license again.
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85 (% class="auto-cursor-target" %)
86 = Failed to create license request =
87
88 {{panel}}
89 A Network Interface Card (NIC) in an UP state displaying a valid MAC address.
90
91 {{code}}
92 com.xmlnamespace.panel.lib.admin.exception.LicenseException: Failed to create license request.
93 at com.xmlnamespace.panel.server.e.a.a(Unknown Source)
94 at com.xmlnamespace.panel.server.e.f.b(Unknown Source)
95 at com.xmlnamespace.panel.server.e.f.a(Unknown Source)
96 at com.xmlnamespace.panel.server.e.h.handleRequest(Unknown Source)
97 at com.xmlnamespace.panel.lib.communication.jms.request.JMSRequestServer.handleRequest(JMSRequestServer.java:357)
98 at com.xmlnamespace.panel.lib.communication.jms.request.JMSRequestServer.handleMessage(JMSRequestServer.java:338)
99 at com.xmlnamespace.panel.lib.communication.jms.request.JMSRequestServer.access$1(JMSRequestServer.java:327)
100 at com.xmlnamespace.panel.lib.communication.jms.request.JMSRequestServer$3.onMessage(JMSRequestServer.java:257)
101 at org.apache.activemq.ActiveMQMessageConsumer.dispatch(ActiveMQMessageConsumer.java:1394)
102 at org.apache.activemq.ActiveMQSessionExecutor.dispatch(ActiveMQSessionExecutor.java:131)
103 at org.apache.activemq.ActiveMQSessionExecutor.iterate(ActiveMQSessionExecutor.java:202)
104 at org.apache.activemq.thread.PooledTaskRunner.runTask(PooledTaskRunner.java:133)
105 at org.apache.activemq.thread.PooledTaskRunner$1.run(PooledTaskRunner.java:48)
106 at java.util.concurrent.ThreadPoolExecutor.runWorker(Unknown Source)
107 at java.util.concurrent.ThreadPoolExecutor$Worker.run(Unknown Source)
108 at java.lang.Thread.run(Unknown Source)
109 Caused by: java.lang.Exception: No initialization information found
110 at com.xmlnamespace.panel.lib.license.model.SystemId.getMacAddresses(SystemId.java:144)
111 at com.xmlnamespace.panel.lib.license.model.SystemId.generateSystemID(SystemId.java:74)
112 ... 16 more
113 {{/code}}
114
115 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 (% style="color: rgb(60,62,67);" %)00:00:00:00:00.
116
117 1. (% style="color: rgb(60,62,67);" %)Verify that the NIC is currently in an up state and reporting a valid MAC address, the following command can be used: ifconfig
118 1. (% style="color: rgb(60,62,67);" %)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.
119 11. (% style="color: rgb(60,62,67);" %)Note, the MAC address needs to persist between reboots, or the license will become unbound.
120 1. (% style="color: rgb(60,62,67);" %)Once a valid MAC address is being reported by the NIC, attempt to activate the license again.
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122
123 (% class="auto-cursor-target" %)
124 = The license request was denied: License does not belong to this system =
125
126 {{panel}}
127 The license has not already been bound to another machine.
128
129 {{code}}
130 The license request was denied: License does not belong to this system
131 {{/code}}
132
133 The error indicates that the serial key has already been bound to another system.
134
135 1. (((
136 Create a ticket with iSymphony support, include the error message and indicate that you need the license released.
137
138 {{note}}
139 iSymphony licenses are intended to be bound to a single machine. Continuously releasing a license to switch between two or more machines is unsupported.
140 {{/note}}
141
142 (% class="auto-cursor-target" %)
143 \\
144 )))
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146
147 (% class="auto-cursor-target" %)
148 = java.net.UnknownHostException: 3.license.getisymphony.com =
149
150 {{panel}}
151 There is a problem resolving the hostname 3.license.getisymphony.com.
152
153 {{code}}
154 java.net.UnknownHostException: 3.license.getisymphony.com
155 at java.net.AbstractPlainSocketImpl.connect(Unknown Source) ~[na:1.7.0_05]
156 at java.net.SocksSocketImpl.connect(Unknown Source) ~[na:1.7.0_05]
157 at java.net.Socket.connect(Unknown Source) ~[na:1.7.0_05]
158 at sun.security.ssl.SSLSocketImpl.connect(Unknown Source) ~[na:1.7.0_05]
159 at sun.security.ssl.SSLSocketImpl.<init>(Unknown Source) ~[na:1.7.0_05]
160 at sun.security.ssl.SSLSocketFactoryImpl.createSocket(Unknown Source) ~[na:1.7.0_05]
161 at com.xmlnamespace.panel.server.e.c.a(Unknown Source) [iSymphonyServer.jar:na]
162 at com.xmlnamespace.panel.server.e.c.c(Unknown Source) [iSymphonyServer.jar:na]
163 at com.xmlnamespace.panel.server.e.i.run(Unknown Source) [iSymphonyServer.jar:na]
164 at java.util.TimerThread.mainLoop(Unknown Source) [na:1.7.0_05]
165 at java.util.TimerThread.run(Unknown Source) [na:1.7.0_05]
166 {{/code}}
167
168 == (% style="font-size: 14.0px;letter-spacing: 0.0px;" %)Please ensure that your server can accurately resolve the domain name (%%)3.license.getisymphony.com(% style="font-size: 14.0px;letter-spacing: 0.0px;" %). 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:(%%) ==
169
170 (((
171 (% class="syntaxhighlighter sh-confluence nogutter bash" %)
172 (((
173 \\
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175 (% class="wrapped" %)
176 |(((
177 (% class="container" title="Hint: double-click to select code" %)
178 (((
179 (% class="line number1 index0 alt2" %)
180 (((
181 $ host 3.license.getisymphony.com
182 )))
183 )))
184 )))
185
186 (% class="auto-cursor-target" %)
187 (% style="letter-spacing: 0.0px;" %)If the above command returns an error, such as "(%%)Host 3.license.getisymphony.com not found: 3(NXDOMAIN)"(% style="letter-spacing: 0.0px;" %), 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.
188 )))
189 )))
190 {{/panel}}
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192 (% class="auto-cursor-target" %)
193 = Failed to write license to file =
194
195 {{panel}}
196 There is a problem with the filesystem permissions.
197
198 {{code}}
199 com.xmlnamespace.panel.lib.admin.exception.LicenseException: Failed to write license to file
200 at com.xmlnamespace.panel.server.e.a.c(Unknown Source)
201 at com.xmlnamespace.panel.server.e.a.a(Unknown Source)
202 at com.xmlnamespace.panel.server.e.a.a(Unknown Source)
203 at com.xmlnamespace.panel.server.e.f.b(Unknown Source)
204 at com.xmlnamespace.panel.server.e.f.a(Unknown Source)
205 at com.xmlnamespace.panel.server.e.h.handleRequest(Unknown Source)
206 at com.xmlnamespace.panel.lib.communication.jms.request.JMSRequestServer.handleRequest(JMSRequestServer.java:358)
207 at com.xmlnamespace.panel.lib.communication.jms.request.JMSRequestServer.handleMessage(JMSRequestServer.java:339)
208 at com.xmlnamespace.panel.lib.communication.jms.request.JMSRequestServer.lambda$4(JMSRequestServer.java:259)
209 at java.util.concurrent.ThreadPoolExecutor.runWorker(ThreadPoolExecutor.java:1149)
210 at java.util.concurrent.ThreadPoolExecutor$Worker.run(ThreadPoolExecutor.java:624)
211 at java.lang.Thread.run(Thread.java:748)
212 Caused by: java.io.FileNotFoundException: ./conf/servers/default/license.lic (Permission denied)
213 at java.io.FileOutputStream.open0(Native Method)
214 at java.io.FileOutputStream.open(FileOutputStream.java:270)
215 at java.io.FileOutputStream.(FileOutputStream.java:213)
216 at java.io.FileOutputStream.(FileOutputStream.java:101)
217 ... 12 more
218 {{/code}}
219
220 (% class="auto-cursor-target" %)
221 (% style="color: rgb(60,62,67);" %)iSymphony needs correct filesystem permissions in order to fully operate. You'll need to ensure the entire iSymphony directory hierarchy (by default /opt/isymphony3) is owned by asterisk:asterisk if that is the same user and group names that are used to run Asterisk and iSymphony. Once this is done, you should be able to write the resulting license file.
222 {{/panel}}
223
224 == Documentation ==
225
226 [[doc:ISYMDOCS.Licensing]]
227
228 == Related articles ==
229
230 Related articles appear here based on the labels you select. Click to edit the macro and add or change labels.
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234 {{contentbylabel showLabels="false" max="5" spaces="ISYMKB" showSpace="false" sort="modified" reverse="true" type="page" cql="label in (~"trouble~",~"shooting~",~"license~") and type = ~"page~" and space = ~"ISYMKB~"" labels="license trouble shooting"/}}
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236 {{details hidden="true"}}
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242 Related issues
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