"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: 01-22-2015

 

Product(s) Affected:

  • BES10
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 myAccount 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
myAccount 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

Resolution for Cause 1

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

  1. Log into myAccount.
  2. Click Advanced License Management > 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 myAccount.
    2. Click Advanced License Management > 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.

Resolution for Cause 2

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

Resolution for Cause 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

Resolution for Cause 4

The free Trade-up to a valid BlackBerry Enterprise Server 10 version 10.1 License has ended. BlackBerry Software Assurance will allow the support contract entitlements to generate equivalent BES12 licenses.

CollapseAdditional Information

myAccount 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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