Thingworx opening in limited mode after upgrade

[clansdale]

Hello, I recently upgraded an old Thingworx server from 7.4 to 8.1, and it is opening in limited mode when I believe I have a valid license. The App log says:

"No new License capabilities from license server".

and

" Unable to fetch license file with device id xxxxxxxx"

I did a disconnected license retrieval and have double checked my permissions/naming yet the license_capability_response.bin is getting ignored. Is there a way for you to check if my company is out of licenses? I'm a little unclear on how the licensing subsystem works. Any help you can provide would be great.

Thank you
Connor

[rjanardan]

I am assuming that a restart was done or the AcquireLicense service from Subsystems -> LicensingSubsystem was executed after the new license was placed in ThingworxPlatform folder

I hope you have relocated any old license.bin file from ThingworxPlatform folder

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license_capability_response.bin is getting ignored. 

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By this, do you mean license_capability_response.bin file is being renamed to ignored_license_capability_response.bin?

[clansdale]

Yes, I moved the old license.bin out of the ThingworxPlatform folder.

And also yes the license_capability_response.bin file is being renamed to ignored_license_capability_response.bin after startup.

Would a restart corrupt the license? How should I proceed?

[rjanardan]

Is it possible that during upgrade you may have accidentally deleted the below files?

1. ThingworxPlatform / keystore-password
2. ThingworxStorage / keystore.jks

If so, please refer this article.

If this does not help either, please open a support ticket.

[clansdale]

Both files are there, I'll open a ticket.

[slangley · Accepted solution]

Hi @clansdale.

For the sake of others on the community, this issue was the result of a new Device ID being generated during your upgrade.  The solution was to obtain the correct Device ID by running the GetInstanceID service, then generating and installing a new license.

If you are in agreement that this was the solution, please mark this reply as the Accepted Solution.

Regards.

--Sharon