Error in licensing ThingWorx

[npn]

Hi,

I am currently using ThingWorx 8.3.1.

ThingWorx was working perfectly fine in my local system as well as the AWS instance that I have.

All of a sudden both of them failed and the license in ThingworxPlatform changed from "successful_license_capability_response" to "ignored_license_capability_response" and "unprocessed_license_capability_response".

This happened in both the AWS instance as well as my local system.

The tomcat server closes after the last line of in the attached screenshot

I also tried downloading a new license with the device id obtained from the "licenseRequestFile.txt" file.

However, same error occurs.

This is the application log -

2018-12-04 14:21:41.083+0530 [L: INFO] [O: c.t.s.s.Subsystem] [I: ] [U: SuperUser] [S: ] [T: main] Starting Subsystem [LicensingSubsystem]
2018-12-04 14:22:17.465+0530 [L: ERROR] [O: c.t.s.s.l.LicenseFetcher] [I: ] [U: SuperUser] [S: ] [T: main] License capability response returned a license with no features
2018-12-04 14:23:00.272+0530 [L: ERROR] [O: c.t.s.s.l.LicenseFetcher] [I: ] [U: SuperUser] [S: ] [T: main] License capability response returned a license with no features
2018-12-04 14:23:40.315+0530 [L: ERROR] [O: c.t.s.s.l.LicenseFetcher] [I: ] [U: SuperUser] [S: ] [T: main] License capability response returned a license with no features
2018-12-04 14:24:18.842+0530 [L: ERROR] [O: c.t.s.s.l.LicenseFetcher] [I: ] [U: SuperUser] [S: ] [T: main] License capability response returned a license with no features
2018-12-04 14:24:18.843+0530 [L: ERROR] [O: c.t.s.s.l.LicensingStateMachine] [I: ] [U: SuperUser] [S: ] [T: main] Unable to fetch license file with device id XXXXX
2018-12-04 14:24:18.959+0530 [L: ERROR] [O: c.t.s.s.l.LicenseFetcher] [I: ] [U: SuperUser] [S: ] [T: main] Unable to process capability response because Response is out of order with previous responses.
2018-12-04 14:24:18.965+0530 [L: INFO] [O: c.t.s.s.l.LicensingSubsystem] [I: ] [U: SuperUser] [S: ] [T: main] Unable to read trial license file. Attempting to load as Paid license
2018-12-04 14:24:18.995+0530 [L: ERROR] [O: c.t.s.s.l.LicensingSubsystem] [I: ] [U: SuperUser] [S: ] [T: main] ====================================================================
2018-12-04 14:24:18.995+0530 [L: ERROR] [O: c.t.s.s.l.LicensingSubsystem] [I: ] [U: SuperUser] [S: ] [T: main] License file missing. It's expected at path : C:\ThingworxPlatform\license.bin
2018-12-04 14:24:18.995+0530 [L: ERROR] [O: c.t.s.s.l.LicensingSubsystem] [I: ] [U: SuperUser] [S: ] [T: main] ====================================================================
2018-12-04 14:24:18.995+0530 [L: WARN] [O: c.t.s.ThingWorxServer] [I: ] [U: SuperUser] [S: ] [T: main] Shutting down the Platform.

Is there any reason why this could have happened?

Thanks.

[slangley]

Hi @npn.

I checked your entitlements and see that they look fine, but when I attempt to generate a license for your company, it comes up empty.  That indicates there is a problem updating the FNO server with your entitlements that were renewed recently.

I will open a case with the License Management team on your behalf to get this addressed.

Regards.

--Sharon

[slangley · Accepted solution]

Hi @npn.

I have worked with the License Mgmt team to address this issue and now when I generate a license using my own Device ID, the license file is generated as expected.

If you are using a connected scenario (Support login information is included in \ThingworxPlatform\platform-settings.json), you should be able to simply restart Tomcat in order for the license file to update.  If you are manually updating the license, follow these instructions:

1. Login to the License Management portal
2. Enter your device ID and click Retrieve
3. Download the license and place it in the \ThingworxPlatform folder
4. Move the existing license_capability_response.bin file to another location
5. Rename your newly downloaded license file to license_capability_response.bin
6. Restart Tomcat

If you still have issues, please let us know.

Regards.

--Sharon

If my response has answered your question, please mark it as the Accepted Solution, for the benefit of others who may have the same question.

[slangley]

Hi @npn.

Please let us know if you are now able to generate a valid license.  If not, we can open a case for further review.

Regards.

--Sharon

[slangley]

Hi @npn.

Now that we have resolved your licensing issues, please mark the appropriate response to this post as the

Accepted Solution for the benefit of others with similar issues.

Regards.

--Sharon