Your license key is not recognized. You can try to refresh your license data or enter a new key

[Simon Culshaw]

Hi All,

I'm getting this error, refresh licence data or change licence key don't work for me.

I'm not aware of anything preventing outbound connections from my server.

Any help would be much appreciated,

Thanks in advance

Simon

[Marc]

We would need to look further into this for you, however the access details on file appear to be incorrect or missing. Could you please update these details by visiting your client area, selecting the relevant purchase, then clicking "Review/Update Access Information" under the "Stored Access Information" section. 

We look forward to further assisting you. 

 

[Simon Culshaw]

Hi Marc, I've updated all the details in the location specified. Thanks

[Marc]

There are issues with communicating with the license server on your server unfortunately. You need to ensure it can communicate with remoteservices.invisionpower.com in order for it to work correctly. If you are unsure how to do this, you would need to contact your hosting company to assist 

[Simon Culshaw]

Hi Marc, Are there a set of IP Addresses associated with that URL or just the URL.

Thanks

[Randy Calvert]

URL. It has dynamic IP addresses that can change frequently. 

[Simon Culshaw]

Hi Marc, Would it be possible to check if you're blocking any traffic from these IP Addresses:- https://www.20i.com/support/web-hosting/ip-address-external-connections

Thanks

[Marc]

We do not block traffic from any external IP addresses

[Simon Culshaw]

Hi Marc,

Please can you advise on the nature of the call made to remoteservices.invisionpower.com.

Is it an https call on port 443 or is it an API call?

I'm in dialogue with my hosting provider and they're not able to find any issues in their logs.

[Simon Culshaw]

Hi Marc,

In addition, I can see 403 errors from Cloudfront in the System Logs within Invision Community.

I'm assuming Invision use AWS fronted by Cloudfront...

Please can you have a look at the logs and let me know your thoughts

[Randy Calvert]

API calls are done via HTTPS.  So it's still using the same port (443 in this case).   I'll let IPS figure out the rest.  😄 

[Marc]

Its https. You should be able to tracert to that domain from your server

[Simon Culshaw]

I'm completely stuck now, my host has confirmed that the server can see remoteservices.invisionpower.com and there is nothing they can see that would stop it...

[Marc]

At present, it is not connecting to our servers. Unfortunately there is only your hosting company can resolve that issue.

There are other issues with your hosting there too, such as  the time on your server being incorrect, which can cause problems. Tasks are not running on your cron job. Your tables are running compact rows. Please take a look at Support in your admin CP and address those first of all.

[Simon Culshaw]

OK, I am aware of those issues and will look at them.

The server time is perplexing me though because it is correct and synchronised with a time server?

The cron job has broken because I upgraded the version of PHP to try and address this problem but I'll resolve it now.

I'll make the necessary changes to the MySQL tables.

[Marc]

Its around 3 hours out at present. 

[Simon Culshaw]

OK, Just to be clear, please can you explain the following:-

1) I can see the error within the software "Server time maybe inaccurate"

2) I click on it and it shows "Your server is reporting the current time as 13/10/22 10:33 UTC which seems to be inaccurate. This can cause problems with some services and security functionality. You should contact your hosting provider to ask for this problem to be resolved."

3) The UTC time now (at the time of doing this check is 13/10/22 10:33 UTC)

4) I understand there is a circa 3 hour discrepancy, please can you let me know where I see that 3 hour discrepancy within the Admin Control Panel? Thanks

[Marc]

There actually doesnt look to be based on what you said there. However there was when I checked it myself here earlier today

[Simon Culshaw]

Hi Marc, It may have been updated by my hosting company.

Any idea why it still thinks it is wrong?

[Marc]

Its probably just not checked again since. Check that again in 24 hours time and see if its happening again then. 

Also, please do the same with the license refresh. Leave it 24 hours and try again. please dont try it in the meantime, as I feel you may be getting blocked through repeated attempts here

[Simon Culshaw]

Ok, will wait 24 hours

Thank you

[Simon Culshaw]

Hi, I've logged back in and I note that the server time issue still persists - I realise it's only 23 hours but unfortunately I have other commitments for the next couple of hours.

I would appreciate your guidance on what I should try next.

I've got the hosting company on standby, they beleive the server time is correct though..

[Marc]

Please could you confirm if the issue with the license refresh persists also?

[Simon Culshaw]

Yes, the issue is still there

[Marc]

I have created a new ticket for you on this, so we can take a closer look