The License tab is grayed out in the BlackBerry Management Studio in BlackBerry Enterprise Service 10 version 10.1

Article ID: KB34332

Type: Support Content

Last Modified: 06-13-2014

 

Product(s) Affected:

  • BlackBerry Enterprise Service 10
CollapseEnvironment
  • BlackBerry Enterprise Service 10 version 10.1 to 10.2
  • BlackBerry Management Studio
CollapseOverview

When logged into the BlackBerry Management Studio in BlackBerry Enterprise Service 10 version 10.1 to 10.2, the Licenses tab is grayed out and licenses cannot be managed. If a mouse pointer is hovered over the tab, it shows " Licensing server is not available".

CollapseCause

The following may cause this issue:

Cause 1

The credentials used to log into the BlackBerry Management Studio do not map to an account that is present in all MDM domains. The failure to authenticate to the Universal Device Service, and/or BlackBerry Device Service subsequently causes a failure to communicate to the BlackBerry Administration Service for licensing capabilities.

The BMS log may contain the following log lines:

Caused by: org.apache.cxf.transport.http.HTTPException: HTTP response '401: Unauthorized' when communicating with https://192.0.2.14:443/enterprise/admin/ws
at org.apache.cxf.transport.http.HTTPConduit$WrappedOutputStream.handleResponseInternal(HTTPConduit.java:2255)
at org.apache.cxf.transport.http.HTTPConduit$WrappedOutputStream.handleResponse(HTTPConduit.java:2193)
at org.apache.cxf.transport.http.HTTPConduit$WrappedOutputStream.close(HTTPConduit.java:2037)
at org.apache.cxf.transport.AbstractConduit.close(AbstractConduit.java:56)
at org.apache.cxf.transport.http.HTTPConduit.close(HTTPConduit.java:697)
at org.apache.cxf.interceptor.MessageSenderInterceptor$MessageSenderEndingInterceptor.handleMessage(MessageSenderInterceptor.java:62)
... 54 more
2013-05-22 12:50:27.018 ForkJoinPool-1-worker-0 ERROR com.rim.fuse.server.bws.BWSDomain BlackBerry Device Service Caught WebServiceException while trying to execute 'getSystemInfo' on domain BlackBerry Device Service within 358ms [Caused by: javax.xml.ws.WebServiceException: Could not send Message. [Root cause: org.apache.cxf.transport.http.HTTPException: HTTP response '401: Unauthorized' when communicating with
https://192.0.2.14:443/enterprise/admin/ws ]]
2013-05-22 12:50:27.018 ForkJoinPool-1-worker-0 WARN com.rim.fuse.server.bes.BESDomain BlackBerry Device Service Could not establish a connection to domain BlackBerry Device Service

FNE logs may show the following log lines:

Info : [23/May/2013:14:13:55 -0400] Generating capability request (using server hostid "ETHERNET=001122334455").
Error : [23/May/2013:14:13:56 -0400] FNO poll HTTP POST error: Unexpected HTTP Response 404.
Error : [23/May/2013:14:13:56 -0400] FNO poll for updated licenses failed after 5 attempt(s). It will be repeated after 86400 seconds.

Cause 2

The Server where BlackBerry Enterprise Service 10 version 10.1 is installed has multiple network interface cards (NIC). The Blackberry Management Studio will be using the network card that the highest priority in the binding order, but that interface cannot reach the IP address of the BDS component.

Cause 3

The Admin account used in the BlackBerry Management Studio is a valid user account, but it doesn't have enough permission on the MDM domain.

BMS Log will show the following error:

2013-06-13 02:36:51.441 ForkJoinPool-1-worker-7 DEBUG com.rim.fuse.server.bws.BWSDomain BlackBerry Device Service Got exception while executing 'Licensing:getLicensingInformation' on domain BlackBerry Device Service (node BlackBerry Device Service:192.0.2.14:443#-3d32f4a5). Checking if node is down
java.io.IOException: com.rim.platform.mdm.common.rest.client.ClientErrorException: Unauthorized with request url of /weblicensing/restws/licensing/licensinginformation/0

at scala.concurrent.forkjoin.ForkJoinWorkerThread.mainLoop(ForkJoinWorkerThread.java:340)
at scala.concurrent.forkjoin.ForkJoinWorkerThread.run(ForkJoinWorkerThread.java:325)
Caused by: com.rim.platform.mdm.common.rest.client.ClientErrorException: Unauthorized with request url of /weblicensing/restws/licensing/licensinginformation/0
at com.rim.platform.mdm.common.rest.client.HttpClient.processResponseStatus(HttpClient.java:91)
at com.rim.platform.mdm.common.rest.client.HttpClient.processRequest(HttpClient.java:68)
... 37 more
2013-06-13 02:36:51.441 ForkJoinPool-1-worker-7 DEBUG com.rim.fuse.server.bws.BWSDomain BlackBerry Device Service Exception while executing 'Licensing:getLicensingInformation' on domain BlackBerry Device Service (node BlackBerry Device Service:192.0.2.14:443#-3d32f4a5) is not retriable.
2013-06-13 02:36:51.441 ForkJoinPool-1-worker-4 DEBUG com.rim.fuse.server.bws.BWSDomain BlackBerry Device Service Got exception while executing 'Licensing:getLicensingInformation' on domain BlackBerry Device Service (node BlackBerry Device Service:192.0.2.14:443#-3d32f4a5). Checking if node is down
java.io.IOException: com.rim.platform.mdm.common.rest.client.ClientErrorException: Unauthorized with request url of /weblicensing/restws/licensing/licensinginformation/0
at com.rim.platform.mdm.common.rest.client.HttpClient.processRequest(HttpClient.java:81)
...

Caused by: com.rim.platform.mdm.common.rest.client.ClientErrorException: Unauthorized with request url of /weblicensing/restws/licensing/licensinginformation/0
at com.rim.platform.mdm.common.rest.client.HttpClient.processResponseStatus(HttpClient.java:91)
at com.rim.platform.mdm.common.rest.client.HttpClient.processRequest(HttpClient.java:68)
... 37 more
2013-06-13 02:36:51.441 ForkJoinPool-1-worker-4 DEBUG com.rim.fuse.server.bws.BWSDomain BlackBerry Device Service Got exception while executing 'Licensing:getLicensingInformation' on domain BlackBerry Device Service. It is not retriable.
2013-06-13 02:36:51.441 ForkJoinPool-1-worker-4 ERROR com.rim.fuse.server.bws.BWSDomain BlackBerry Device Service Caught an exception while trying to execute 'Licensing:getLicensingInformation' on domain BlackBerry Device Service within 641ms
java.io.IOException: com.rim.platform.mdm.common.rest.client.ClientErrorException: Unauthorized with request url of /weblicensing/restws/licensing/licensinginformation/0
at com.rim.platform.mdm.common.rest.client.HttpClient.processRequest(HttpClient.java:81)
at com.rim.platform.mdm.licensing.driver.impl.LicensingDriver.getLicensingInformation(LicensingDriver.java:95)
at com.rim.fuse.server.bes.BESConnection$$anonfun$1.apply(BESConnection.scala:258)

at com.rim.fuse.server.bes.BESConnection$$anonfun$1.apply(BESConnection.scala:258)

Cause 4

The License service is unable to establish a connection with the BlackBerry Administration Service for licensing capabilities.

The following lines may be observed in the FNE.Error.log:

Info   : [10/Jul/2013:09:15:47 +0100] Generating capability request (using server hostid "ETHERNET=001234GZ235Q").
Error  : [10/Jul/2013:09:15:48 +0100] FNO poll HTTP POST error: Unexpected HTTP Response 404.
Info   : [10/Jul/2013:09:20:39 +0100] Server refresh completed.
Info   : [10/Jul/2013:09:20:48 +0100] Generating capability request (using server hostid "ETHERNET=001234GZ235Q").
Error  : [10/Jul/2013:09:20:49 +0100] FNO poll HTTP POST error: Unexpected HTTP Response 404.
Error  : [10/Jul/2013:09:20:49 +0100] FNO poll for updated licenses failed after 5 attempt(s). It will be repeated after 86400 seconds.
Info   : [10/Jul/2013:09:30:39 +0100] Server refresh completed.

The following log lines may be observed in the BAS-AS.log:

{http-server01.domain.example.COM%2F192.0.2.14-443-5} [com.rim.bes.bas.flexnettools.FlexNetAccessorUtilities] [WARN] [BBAS-2008] {u=1, uc=0, o=0, t=12300} acquireFeatureLicenses could not complete due to exception:  org.jboss.remoting.CannotConnectException: Can not get connection to server. Problem establishing socket connection for InvokerLocator [sslsocket://127.0.0.1:43843/?socketFactoryClassName=com.rim.bes.bas.clientconnectionmanager.ClientConnectionSocketFactory]

*** Start of original stack trace ***

org.jboss.remoting.CannotConnectException: Can not get connection to server. Problem establishing socket connection for InvokerLocator [sslsocket://127.0.0.1:43843/?socketFactoryClassName=com.rim.bes.bas.clientconnectionmanager.ClientConnectionSocketFactory]

When a host is unable to connect to a specific port on the loop-back address (127.0.0.1), it is normally caused by anti-virus products interfering with the services that are being connected to. In this instance the service is the BlackBerry Administration Service.

CollapseResolution

Cause 1

The credentials used to log into the BlackBerry Management Studio do not map to an account that is present in all MDM domains. The failure to authenticate to the Universal Device Service, and/or BlackBerry Device Service subsequently causes a failure to communicate to the BlackBerry Administration Service for licensing capabilities.

Resolution 1

Log into BlackBerry Management Studio using credentials that belong to a Security Administrator on the BlackBerry Device Service and a System Administrator on the Universal Device Service

Note: To enable Single-Sign On and manage all MDM domains at once, the same login should be configured for each domain (BlackBerry Device Service, Universal Device Service, BlackBerry Enterprise Server)

Should the license tab still be greyed out, follow the resolution outlined in KB34283.

 
Cause 2

The Server where the BlackBerry Enterprise Server 10 version 10.1 is installed has multiple network interface cards (NIC). The Blackberry Management Studio will be using the network card that the highest priority in the binding order, but that interface cannot reach the IP address of the BDS component.

Resolution 2

Move a network interface card that can reach the other network interface cards to highest priority. The binding order of network interface cards can be changed as follows:

Windows Server 2003: Control Panel > Network Connections > Advanced > Advanced Settings

Windows Server 2008: Control Panel > Network and Sharing Centre > Change Adapter Settings > press Alt to reveal the Menu bar > Advanced > Advanced Settings

After changing the binding order of the network interface cards, restart the BlackBerry Management Studio Service, Blackberry Administration Service - Application Server and Blackberry Administration Service - Native Node Container.


Cause 3

The Admin account used in the BlackBerry Management Studio is a valid user account, but it doesn't have enough permission on the MDM domain.

Resolution 3

Open the BlackBerry Administration Console and grant the proper permission/privileges:

  1. Browse to Administrator user > Manage users > View user (Name of User) > Roles Tab > Select User's Role.
  2. BAS will switch to the User's Role: View Role > Manage roles > View role (Name of the Role).
  3. Open Topology tab and verify/grant the View BlackBerry Enterprise Service 10 license information and Edit BlackBerry Enterprise Service 10 license information privileges.
Cause 4

The License service is unable to establish a connection with the BlackBerry Administration Service for licensing capabilities.

Resolution 4

Add an exclusion to the anti-virus product to prevent the scanning of the following folder:

installdrive:Program Files (x86)\Research In Motion\BlackBerry Enterprise Service 10\BAS\external\Bin

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