Cant access ACP after renewing license

[Nick Sadler]

As it says above. Renewed licence and can't get into ACP. More detail here 

 

[Jim M]

Renewing your license would not cause any issues on the site, just as an expired license would not cause this issue either. A 502 error would be coming from your hosting provider so you would need to contact your hosting provider for assistance. 

I have also removed your video from here as it is a public forum and exposed sensitive information, such as your license key. I would recommend removing the video from your service as well. 

[Nick Sadler]

Thanks for the reply @Jim M I've deleted the video. I've logged in today and I have an error message saying my license key has expired. But it's not. When I renewed my licence is it a new key I need to enter in the admin area?

[Marc]

Click on "Check again" and then add your key if asked. Let us know what that returns, if anything

[Nick Sadler]

It asks me to log into the AdminCP and then I get the 502 error screen. Will speak to my dev first and see what issue is, as Ive had this earlier in the year too

[Marc]

You need to check your server error logs there, which should give you a better idea of the issue. My guess is that something is blocking your site calling out to the license servers

[teraßyte]

@Marc Stridgen The site being unable to reach the license server shouldn't generate those multiple warnings in ACP, though. It's something that should be looked into. 😋

[Marc]

16 minutes ago, teraßyte said:

@Marc Stridgen The site being unable to reach the license server shouldn't generate those multiple warnings in ACP, though. It's something that should be looked into. 😋

While I agree, we dont know that is indeed whats causing it at present, and there are 504 errors coming from the server too

[Nick Sadler]

My users are now unable to log into the community, only admins!

I use SSO plugin from the Invision Community, would that been affected by the recent changes of the removal of the AdminCP Marketplace? 

[Marc]

Not in any way, no. If you have purchased SSO from ourselves, please update your admin login on file, and we can take a look and advise accordingly.

[Nick Sadler]

Thanks @Marc Stridgen I can now access the AdminCP panel OK, and I can refresh the license key, but both in the AdminCP and across the top of my community, I still have the 'license Key Expired' 

[Robert Angle]

4 hours ago, Nick Sadler said:

both in the AdminCP and across the top of my community, I still have the 'license Key Expired'

Can you simply dismiss the messages?

[Randy Calvert]

If you know the license is valid, what happens if you click “check again”.  If it does not update, it’s possible your server is not able to reach IPS’ license server. You would want to have your host check your server is able to make outbound connections to remoteservices.invisionpower.com. You would also want to make sure your host makes outbound requests over TLS1.2 or higher. (If it is trying over TLS1.1 it will fail.)

In all of the cases I’ve seen, if you can’t update the license… it’s because something is blocking your server from reaching IPS.  (There are a few situations where it was an IPS license problem but if that was the case multiple people would be reporting it.)

[Nick Sadler]

5 hours ago, Robert Angle said:

Can you simply dismiss the messages?

No dismiss button and there is like 1800 of them!

Thanks @Randy Calvert I'll speak to WPEngine and see if they can shed some light. BTW @Marc Stridgen the user access was a memberpress issue - just happened at same time. 

[Nick Sadler]

I got this back from WPENgine "I can confirm that we utilise TLS1.2 and 1.3 on our servers by default when reviewing our documentation here https://wpengine.com/support/platform-settings/#TLS_Version in terms of reviewing logs for outbound requests to remoteservices.invisionpower.com I dont appear to see any reference of it within our server logs it sounds like something is blocking us from accessing the required information in which our server IPs may need to be whitelisted to ensure that they can establish a connection if you are familiar with any method available from within the software or the service?

[Nick Sadler]

THey suggested we could try set up a whitelist IPs connected to remoteservices.invisionpower.com also via the web rules to see if that helps if you are able to provide the list which are connected to it too?

Is there is one or more IPs which are associated with remoteservices.invisionpower.com which we can then set up an allowlist?

[Marc]

There are no set IPs for that domain. They can change. So it would be a case of checking the IP at the time its being used, if you can only whitelist by IP address

[Nick Sadler]

Thanks for getting back to me @Marc Stridgen The only other thing they suggested was to provide you with WPEngine platform settings and security documentation here https://wpengine.com/support/platform-settings/ https://wpengine.com/support/wp-engines-security-environment/ and see if there will be a conflict with any of thier settings then maybe see if an alternative or workaround. 

[Marc]

We would not be able to assist you with your server settings unfortunately. We can only state you must be able to send/receive on the URL you mention above. 

[Marc]

Could you update your access details on file? I can then see what error you are getting

[Nick Sadler]

4 hours ago, Marc Stridgen said:

Could you update your access details on file? I can then see what error you are getting

Sorry - I don't understand. Is there somewhere I can record log in details? and do you mean for my forum or Wordpress site?

 

[Square Wheels]

10 minutes ago, Nick Sadler said:

Sorry - I don't understand. Is there somewhere I can record log in details? and do you mean for my forum or Wordpress site?

 

Go to the top of the page, click Client Area --> Manage this purchase --> Review / update access information.

[Nick Sadler]

Gotcha. I've updated Admin CP .htaccess 

In my logs I noticed this as well 

 

[Marc]

It appears your admin CP login is still incorrect there

[Nick Sadler]

12 minutes ago, Marc Stridgen said:

It appears your admin CP login is still incorrect there

I've updated it again, please try now