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Last modified by Sean Hetherington on 2021/11/22 22:21
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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.
14
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 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.
49
50 1. Confirm whether you are able to communicate with the licensing server.
51 11. The following command can be used: telnet 3.license.getisymphony.com 49996
52 11. If you see connected, then you are able to talk to the server.
53 1. If the machine cannot talk to the licensing server you will need to investigate what is blocking the communication on the network.
54 11. Allow iptables outbound tcp communication on port 4996: (% style="color:#000000" %)iptables -A OUTPUT -o eth0 -p tcp ~-~-dport 49996 -m state ~-~-state NEW,ESTABLISHED -j ACCEPT
55 111. Note: this assumes you are connecting via eth0, replace eth0 with the relevant NIC.
56 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.
57 11. Verify other firewalls or external firewalls on your network are allowing outbound tcp communication on port 49996.
58 1. Once the telnet command in step one is showing a connected response attempt to activate license again.
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82 (% class="auto-cursor-target wikigeneratedheader wikigeneratedheader" id="HFailedtocreatelicenserequest" %)
83 = Failed to create license request =
84
85 {{panel}}
86 A Network Interface Card (NIC) in an UP state displaying a valid MAC address.
87
88 {{code}}
89 com.xmlnamespace.panel.lib.admin.exception.LicenseException: Failed to create license request.
90 at com.xmlnamespace.panel.server.e.a.a(Unknown Source)
91 at com.xmlnamespace.panel.server.e.f.b(Unknown Source)
92 at com.xmlnamespace.panel.server.e.f.a(Unknown Source)
93 at com.xmlnamespace.panel.server.e.h.handleRequest(Unknown Source)
94 at com.xmlnamespace.panel.lib.communication.jms.request.JMSRequestServer.handleRequest(JMSRequestServer.java:357)
95 at com.xmlnamespace.panel.lib.communication.jms.request.JMSRequestServer.handleMessage(JMSRequestServer.java:338)
96 at com.xmlnamespace.panel.lib.communication.jms.request.JMSRequestServer.access$1(JMSRequestServer.java:327)
97 at com.xmlnamespace.panel.lib.communication.jms.request.JMSRequestServer$3.onMessage(JMSRequestServer.java:257)
98 at org.apache.activemq.ActiveMQMessageConsumer.dispatch(ActiveMQMessageConsumer.java:1394)
99 at org.apache.activemq.ActiveMQSessionExecutor.dispatch(ActiveMQSessionExecutor.java:131)
100 at org.apache.activemq.ActiveMQSessionExecutor.iterate(ActiveMQSessionExecutor.java:202)
101 at org.apache.activemq.thread.PooledTaskRunner.runTask(PooledTaskRunner.java:133)
102 at org.apache.activemq.thread.PooledTaskRunner$1.run(PooledTaskRunner.java:48)
103 at java.util.concurrent.ThreadPoolExecutor.runWorker(Unknown Source)
104 at java.util.concurrent.ThreadPoolExecutor$Worker.run(Unknown Source)
105 at java.lang.Thread.run(Unknown Source)
106 Caused by: java.lang.Exception: No initialization information found
107 at com.xmlnamespace.panel.lib.license.model.SystemId.getMacAddresses(SystemId.java:144)
108 at com.xmlnamespace.panel.lib.license.model.SystemId.generateSystemID(SystemId.java:74)
109 ... 16 more
110 {{/code}}
111
112 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:#3c3e43" %)00:00:00:00:00.
113
114 1. (% style="color:#3c3e43" %)Verify that the NIC is currently in an up state and reporting a valid MAC address, the following command can be used: ifconfig
115 1. (% style="color:#3c3e43" %)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.
116 11. (% style="color:#3c3e43" %)Note, the MAC address needs to persist between reboots, or the license will become unbound.
117 1. (% style="color:#3c3e43" %)Once a valid MAC address is being reported by the NIC, attempt to activate the license again.
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119
120 (% class="auto-cursor-target wikigeneratedheader wikigeneratedheader" id="HThelicenserequestwasdenied:Licensedoesnotbelongtothissystem" %)
121 = The license request was denied: License does not belong to this system =
122
123 {{panel}}
124 The license has not already been bound to another machine.
125
126 {{code}}
127 The license request was denied: License does not belong to this system
128 {{/code}}
129
130 The error indicates that the serial key has already been bound to another system.
131
132 1. (((
133 Create a ticket with iSymphony support, include the error message and indicate that you need the license released.
134
135 {{note}}
136 iSymphony licenses are intended to be bound to a single machine. Continuously releasing a license to switch between two or more machines is unsupported.
137 {{/note}}
138
139 (% class="auto-cursor-target" %)
140
141 )))
142 {{/panel}}
143
144 (% class="auto-cursor-target wikigeneratedheader wikigeneratedheader" id="Hjava.net.UnknownHostException:3.license.getisymphony.com" %)
145 = java.net.UnknownHostException: 3.license.getisymphony.com =
146
147 {{panel}}
148 There is a problem resolving the hostname 3.license.getisymphony.com.
149
150 {{code}}
151 java.net.UnknownHostException: 3.license.getisymphony.com
152 at java.net.AbstractPlainSocketImpl.connect(Unknown Source) ~[na:1.7.0_05]
153 at java.net.SocksSocketImpl.connect(Unknown Source) ~[na:1.7.0_05]
154 at java.net.Socket.connect(Unknown Source) ~[na:1.7.0_05]
155 at sun.security.ssl.SSLSocketImpl.connect(Unknown Source) ~[na:1.7.0_05]
156 at sun.security.ssl.SSLSocketImpl.<init>(Unknown Source) ~[na:1.7.0_05]
157 at sun.security.ssl.SSLSocketFactoryImpl.createSocket(Unknown Source) ~[na:1.7.0_05]
158 at com.xmlnamespace.panel.server.e.c.a(Unknown Source) [iSymphonyServer.jar:na]
159 at com.xmlnamespace.panel.server.e.c.c(Unknown Source) [iSymphonyServer.jar:na]
160 at com.xmlnamespace.panel.server.e.i.run(Unknown Source) [iSymphonyServer.jar:na]
161 at java.util.TimerThread.mainLoop(Unknown Source) [na:1.7.0_05]
162 at java.util.TimerThread.run(Unknown Source) [na:1.7.0_05]
163 {{/code}}
164
165 == (% 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:(%%) ==
166
167 (((
168 (% class="syntaxhighlighter sh-confluence nogutter bash" %)
169 (((
170
171
172 (% class="wrapped" %)
173 |(((
174 (% class="container" title="Hint: double-click to select code" %)
175 (((
176 (% class="line number1 index0 alt2" %)
177 (((
178 $ host 3.license.getisymphony.com
179 )))
180 )))
181 )))
182
183 (% class="auto-cursor-target" %)
184 (% 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.
185 )))
186 )))
187 {{/panel}}
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189 (% class="auto-cursor-target wikigeneratedheader wikigeneratedheader" id="HFailedtowritelicensetofile" %)
190 = Failed to write license to file =
191
192 {{panel}}
193 There is a problem with the filesystem permissions.
194
195 {{code}}
196 com.xmlnamespace.panel.lib.admin.exception.LicenseException: Failed to write license to file
197 at com.xmlnamespace.panel.server.e.a.c(Unknown Source)
198 at com.xmlnamespace.panel.server.e.a.a(Unknown Source)
199 at com.xmlnamespace.panel.server.e.a.a(Unknown Source)
200 at com.xmlnamespace.panel.server.e.f.b(Unknown Source)
201 at com.xmlnamespace.panel.server.e.f.a(Unknown Source)
202 at com.xmlnamespace.panel.server.e.h.handleRequest(Unknown Source)
203 at com.xmlnamespace.panel.lib.communication.jms.request.JMSRequestServer.handleRequest(JMSRequestServer.java:358)
204 at com.xmlnamespace.panel.lib.communication.jms.request.JMSRequestServer.handleMessage(JMSRequestServer.java:339)
205 at com.xmlnamespace.panel.lib.communication.jms.request.JMSRequestServer.lambda$4(JMSRequestServer.java:259)
206 at java.util.concurrent.ThreadPoolExecutor.runWorker(ThreadPoolExecutor.java:1149)
207 at java.util.concurrent.ThreadPoolExecutor$Worker.run(ThreadPoolExecutor.java:624)
208 at java.lang.Thread.run(Thread.java:748)
209 Caused by: java.io.FileNotFoundException: ./conf/servers/default/license.lic (Permission denied)
210 at java.io.FileOutputStream.open0(Native Method)
211 at java.io.FileOutputStream.open(FileOutputStream.java:270)
212 at java.io.FileOutputStream.(FileOutputStream.java:213)
213 at java.io.FileOutputStream.(FileOutputStream.java:101)
214 ... 12 more
215 {{/code}}
216
217 (% class="auto-cursor-target" %)
218 (% style="color:#3c3e43" %)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.
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220
221 == Documentation ==
222
223 [[Licensing>>doc:iSymphony 3\.5 Documentation.iSymphony Administrator's Guide.Licensing.WebHome]]
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