"The license activation ID could not be verified with the licensing infrastructure" is displayed when activating licenses in BlackBerry Enterprise Service 10 version 10.1

Article ID: KB34334

Type: Support Content

Last Modified: 04-04-2014

 

Product(s) Affected:

  • BlackBerry Enterprise Service 10
CollapseEnvironment
  • BlackBerry Enterprise Service 10 version 10.1
  • BlackBerry Management Studio
CollapseOverview

When attempting to input a known valid Activation ID in Blackberry Management Studio, the following message appears and the activation fails:

The license activation ID could not be verified with the licensing infrastructure

The following log lines are seen in the BBMFS log:

2014-04-04 11:34:01.481    qtp28981769-451    ERROR    com.rim.fuse.server.bes.BESConnection    121c26a(BlackBerry Device Service)    Could not activate license using activation identifier on licensing server.

java.io.IOException: java.net.SocketTimeoutException: Read timed out

The following log lines are seen in the BBAS-AS log:

(04/04 11:28:36:574):{http-PA106U01APP03.PA106.CSO.LABS.RIM.NET%2F10.91.33.42-38443-3} [com.rim.bes.bas.flexnettools.FlexNetAccessorUtilities] [WARN] [BBAS-2008] {u=1, uc=0, o=0, t=24197} sendCapabilityRequestToFno Exception while trying to read the result from FNO com.rim.bes.bas.windowsaccess.windowshttpaccessor.WindowsHTTPAccessorException: Nested exception: 'WinHTTP exception occurred in function: JWinHTTP::_getResultFile, Url: https://license.blackberry.com:443/DeviceServices,  [ GetResultFile access to the URL failed]'

...

(04/04 11:38:10:497):{http-PA106U01APP03.PA106.CSO.LABS.RIM.NET%2F10.91.33.42-38443-1} [com.arjuna.ats.arjuna.logging.arjLoggerI18N] [WARN] [com.arjuna.ats.arjuna.coordinator.BasicAction_40] - Abort called on already aborted atomic action a5b212a:ecaf:533d85e5:84bc
(04/04 11:38:10:498):{http-PA106U01APP03.PA106.CSO.LABS.RIM.NET%2F10.91.33.42-38443-1} [com.rim.bes.bas.BASExceptionStackInterceptor] [WARN] [BBAS-2007] {u=1, uc=0, o=0, t=24412} Caught unhandled RuntimeException in com.rim.bes.bas.licenseextensionmanager.BESLicenseRESTManager method activateById - Transaction rolled back


The following log lines are seen in the FNE log:

Info   : [28/May/2013:14:03:54 -0700] Generating capability request (using server hostid "ETHERNET=001122334455").
Debug  : [28/May/2013:14:03:55 -0700] POST payload of 120 bytes received from 10.10.10.10 at endpoint /fne/bin/offline-capability-response
Error  : [28/May/2013:14:03:55 -0700] Invalid message type ( 0 ) received for capability response, for address 10.10.10.10 - FNE Error 0x70000039 (Input type mismatch). Details [1,5,0,0[70000039,0,A60038]].
Error  : [28/May/2013:14:03:55 -0700] Call to endpoint /fne/bin/offline-capability-response failed with HTTP status 400. Associated error: FNE Error 0x70000039 (Input type mismatch). Details [1,5,0,0[70000039,0,A60038]].
Info   : [28/May/2013:14:03:55 -0700] Error response generated.
Info   : [28/May/2013:14:07:33 -0700] Server refresh completed.

CollapseCause

Cause 1

The Activation ID being utilized is already active on another Host ID/Licensing Service. Essentially, Device ID in BlackBerry Account Center is the Host ID in BlackBerry Management Studio which is the MAC address of the server where BlackBerry Licensing Service is installed.

Cause 2

The Host ID may be registered with a different BlackBerry Account Center account than the Activation ID if multiple accounts have been created.

Cause 3

If this error is present within the BlackBerry Management Studio, it is possible that the server has not polled correctly.

Cause 4

A previous version of BlackBerry Enterprise Server CAL key is entered.

CollapseResolution

Cause 1

The Activation ID being utilized is already active on another Host ID/Licensing Service. Essentially, Device ID in BlackBerry Account Center is the Host ID in BlackBerry Management Studio which is the MAC address of the server where BlackBerry Licensing Service is installed.

To verify if the issue is related to MAC address, perform the following.

  1. Log into BlackBerry Account Center.
  2. Click Licenses > Manage Devices > Servers tab.
  3. Check the Device ID column which list all the MAC addresses tied to the licenses.
  4. Compare the Device ID against the Host ID shown in BlackBerry Management Studio. If there is a mismatch, the MAC address is already active on another Host ID/Licensing Service or the MAC address changed.

To resolve the MAC address related issue, choose and follow one of the steps below:

  1. Understand why there was a change with the MAC address and revert the change. This is to recover the licenses currently bound to the old MAC address.
  2. Disassociate the licenses from the MAC address where they are currently bound to and associate them to the Host ID (MAC address) displayed in BlackBerry Management Studio by following these steps:
    1. Log into BlackBerry Account Center.
    2. Click Licenses > Manage Devices > Servers tab.
    3. Click the old MAC address listed in the Device ID column.
    4. Scroll down to the Add-Ons section.
    5. Check the boxes next to the Activation IDs that need to be removed or select the box Entitlement Line Item which will select all Activation IDs.
    6. Click Remove Entitlement Line Item.
    7. Click Save.
    8. The Activation ID(s) will now be marked with a red X.
    9. Click Generate License.
    10. Select No for the question Do you have a request file?
    11. Click Generate > Back to Device.
    12. The Activation IDs have now been removed and can be activated on a new Host ID from with BlackBerry Management Studio.

Cause 2

The Host ID may be registered with a different BlackBerry Account Center account than the Activation ID if multiple accounts have been created.

Resolution 2

This is by design. It is not possible to activate Licenses from one BlackBerry Account Center organization to a Host ID that is bound to another organization. If two separate BlackBerry Account Center organizations are created by mistake, contact BlackBerry Technical Support Services to assist with consolidating them into one account or moving the license to the organization where the Host ID of the BlackBerry Server resides.  

For proper steps on adding additional licensing administrator(s) to one BlackBerry Account Center organization, see KB35868.


Cause 3

If this error is present within the BlackBerry Management Studio, it is possible that the server has not polled correctly.

Resolution 3

1. Log into BlackBerry Management Studio.
2. Select the Licenses from the top menu and click on the Licensing Settings tab.
3. Click Poll Now.
4. Verify if the license is showing properly


Cause 4

A previous version of BlackBerry Enterprise Server CAL key is entered.

Resolution 4

Trade-up the license key to a valid BlackBerry Enterprise Server 10 version 10.1 License. To perform the trade-up, use the BlackBerry Enterprise Service 10 version 10.1 License Migration Tool.

CollapseAdditional Information

BlackBerry Account Center possesses the ability to manage licenses across multiple domains, so for the most part, there should be no need to create separate accounts.

This issue can also be caused by the connection to the License Infrastructure failing. See KB34316 for details.

For more information on Licensing in BES10 version 10.1, see KB34359.

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Visit the BlackBerry Technical Solution Center at www.blackberry.com/btsc.