Hello, We are in need of urgent assistance. We have migrated to a new server while keeping the same database. However, when we try to activate the license on our portal, it displays an 'server error' message. Can you please help us?
Regards
I would think if it is a new server same DB you may have to re-enter or allow this system through a proxy. We had to do that on ours to make sure all the web access components like license, upgrade, thwack, customer portal and the like with hooks in to web based services need proxy to allow it.
To do this you go into all settings in Orion web console and then find proxy settings in the product specific settings section. Then enter the require details for your proxy connections.
what about offline installation ?
Have you unassigned the license in custom portal before update to new server.
yes, i think i had do it. in case if we had do it but isn't worked without taht we know, what we should to do now?
support.solarwinds.com/working-with-support
we have open a ticket since friday, and escalate today but no answer. we try to find a answer because is emergency.
It doesn't matter the method of install the license is always and online validation how ever if you cannot get access online you need to go to the license on the customer portal and select the license and use offline activation. How ever you will open a ticket to customer support not technical support and ask them to deactivate all license as you need to move to new system and activate using the offline option.
Call Solarwinds and refer the ticket number and tell them you are system down due to license issue.
i had sent them messages, no one answer
It's kind of "normal" after a migration. You can reset the license store: https://solarwindscore.my.site.com/SuccessCenter/s/article/Corrupted-license-store?language=en_US#:~:text=To%20reset%20the%20license%20store,and%20navigate%20to%20Licensing%20folder.
If you haven't disabled the license on the other server, you will probably have to reach out Customer Service to reset your licenses, even offline.
