"Unable to connect to Server" or "An error has occurred and the requested action cannot be performed" is displayed when using the License Poll now function from the BlackBerry Management Studio

Article ID: KB35782

Type: Support Content

Last Modified: 09-23-2014

 

Product(s) Affected:

  • BlackBerry Enterprise Service 10
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  • BlackBerry Enterprise Service 10 version 10.1.3 and later
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The following error is displayed when utilizing the License Poll now function from the BlackBerry Management Studio console:

Unable to connect to Server

The following errors may be seen in the BAS-AS logs:

(03/06 01:15:05:163):{WorkManager(2)-17} [com.rim.bes.bas.commonlicensemanager.CommonLicenseUtilities] [ERROR] [BBAS-3003] {u=SystemUser, t=5469} obtainXMLFromLocalLicensingServerserver connection error - java.io.IOException: Server returned HTTP response code: 503 for URL: http://Server01:3333/fne/xml/features?detailed=true . Could not connect to: http://Server01:3333/fne/xml/features?detailed=true . (verifyConnectionOnly: false

The Netstat command in this format (netstat -abn > C:\netstat.txt) would reveal that port 3333 is not being used by any service.

Other symptoms of this issue would be the License Server status on the BlackBerry Management Studio console does not show as connected and no Host ID is displayed when logging into the BlackBerry Management Studio and selecting the Licenses tab > Activate Licenses > Host ID.

A restart of the licensing Service would display the following logs in the fne-error.log:

Info : [04/Mar/2014:08:57:56 -0500] FNE Server starting.
Info : [04/Mar/2014:08:57:56 -0500] Using server hostid "ETHERNET=010101010101".
Error : [04/Mar/2014:08:57:57 -0500] Trusted Storage license source create failed - FNE Error 0x70000023 (Storage anchor break found). Details [1,5,1,1[70000023,0,F0043]].

Note: Validate all the above symptoms and the main error which is usually listed in the FNE Log after a License Service restart, before using the Resolution documented in this article.

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Complete the following:

  1. Stop the BlackBerry Licensing Service.
  2. Navigate to C:\ProgramData\ and look for the FNEServer folder.
    Note: If the folder is not visible, enable the Show hidden files and folders option in Windows.
  3. Make a backup copy of the FNEServer folder.
  4. Delete the 3 files in the FNEServer folder.
  5. Start the BlackBerry Licensing Service.
  6. Confirm that the MAC address is visible in the BlackBerry Management Studio.

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