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Licencing Server Down

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Top 10 Contributor
31 Posts
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Joined Jun 2011
dmcdonnell
Aug 25, 2011 9:39 AM

Hi guys your licencing server appears to be down. I cannot connect to it via the CMS. We are trying to go live with this today with stage.slimfast.co.uk , www.slimfast.co.uk and slimfast.co.uk

could you resolve the issue asap.

 

David

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Top 10 Contributor
34 Posts
Points 400
Joined Aug 2009
San Luis Obispo, CA

Can you provide a screenshot of the message you are getting?  Can you also try going to http://www.coutosolutions.com on the web server machine that you are hosting your Telligent website on and see if you can get to our website from that machine?

Jami Lurock

Couto Solutions Engineering Team
Cal Poly Technology Park, Building 83, Suite 2B, San Luis Obispo, CA 93407
Phone: (805) 540-6600 | Email: SoftwareEngineering@CoutoSolutions.com

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Top 10 Contributor
31 Posts
Points 530
Joined Jun 2011

Yes we can reach the server from our server. We have opened port 443 for connecting to the licence server too. attached error

 

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Top 10 Contributor
70 Posts
Points 143,820
Joined Jul 2009
San Luis Obispo, CA
How are you verifying your server can reach our license server? From the IIS server can you telnet to port 443 on licensing.coutosolutions.com?

Justin Couto

Couto Solutions Sales Team
4115 Broad Street, Suite B-5, San Luis Obispo, CA 93401
Phone: (805) 540-3335 | Email: Sales@CoutoSolutions.com

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Top 10 Contributor
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Joined Jun 2011

our hosting provider is just browsing to the licence server from our server, and getting a permission denied error. Is this not enough?

David

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Top 10 Contributor
70 Posts
Points 143,820
Joined Jul 2009
San Luis Obispo, CA

Hi David,

Is there anyway we can work with your hosting provider and setup a session we were can view them on your server.  I'd like to be able to walk them through some troubleshooting.  We are 99% certain there is an issue on your hosting provider side.  We have several customers that have licensed during the time you have had problems.  We are certain that our licensing service is working properly and we think for some reason your server is unable to reach it.

Are you going through a proxy?  There has to be something that is preventing it from working properly.

We'd love to help you get this figured out.  Just let us know when we can work with your provider.

Thank you,

Justin Couto

Couto Solutions Sales Team
4115 Broad Street, Suite B-5, San Luis Obispo, CA 93401
Phone: (805) 540-3335 | Email: Sales@CoutoSolutions.com

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Top 10 Contributor
70 Posts
Points 143,820
Joined Jul 2009
San Luis Obispo, CA

Hi David,

We looked into our server logs and we can see that your server has connected, but for some reason the application is not downloading its licensing file.  We are not sure what could cause this since so many other clients are able to download their licenses as expected.  To move forward we would like you to try this:

  1. Delete all rows from the table in yout database called couto_BuildingBlocks_License
  2. After deleting all rows in this table, try the activate process again.

If the above doesn't work, we are going to need to do some remote support with someone that hass access to your IIS server.  We will need to install fiddler on the server and evaluate the traffic that is being passed back and forth between your IIS server and our licensing server.

Please let us know if we need to schedule a time to do this.  If the first option works, please let us know that as well.

Thank you,

Justin Couto

Couto Solutions Sales Team
4115 Broad Street, Suite B-5, San Luis Obispo, CA 93401
Phone: (805) 540-3335 | Email: Sales@CoutoSolutions.com

  • | Post Points: 20
Top 10 Contributor
31 Posts
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Joined Jun 2011

Step 1 didnt work, I have used fiddler myself to monitor the traffic from my own machine viewing the site, and the only request I can see is the following:

GET http://www.coutosolutions.com/Purchase/Activate.aspx?lic=d8850b619d780945788d98c6d3d57869|92A4-C10A-0D7F-5910-D998-6EA2|stage.slimfast.co.uk&domain=stage.slimfast.co.uk HTTP/1.1

Host: www.coutosolutions.com

User-Agent: Mozilla/5.0 (Windows NT 6.1; WOW64; rv:6.0) Gecko/20100101 Firefox/6.0

Accept: text/html,application/xhtml+xml,application/xml;q=0.9,*/*;q=0.8

Accept-Language: en-gb,en;q=0.5

Accept-Encoding: gzip, deflate

Accept-Charset: ISO-8859-1,utf-8;q=0.7,*;q=0.7

Connection: keep-alive

Referer: http://stage.slimfast.co.uk/coutocontrolpanel/addonmanager.aspx?CompleteActivationUpdate=true

Cookie: CommunityServer-UserCookie2101=lv=Fri, 26 Aug 2011 01:42:02 GMT&mra=Fri, 26 Aug 2011 02:51:04 GMT; __utma=161287087.2093290336.1314348116.1314348116.1314352231.2; __utmz=161287087.1314352231.2.2.utmcsr=stage.slimfast.co.uk|utmccn=(referral)|utmcmd=referral|utmcct=/controlpanel/default.aspx; CommunityServer-LastVisitUpdated-2101=; CoutoCurrentUserToken=91d9ae09-b361-4a1a-a01a-c2306a0fabc7; __utmb=161287087.1.10.1314352231; __utmc=161287087; CommunityServer-AutoLoginCookie=True; .CommunityServer=E0D148544BE478F02A3A59659141E72CBA1D8CD254F00787225EBAFCA80F6AB23E5C971F7925922D061FC94E80F32BC40632919D48A4078E0047338EB3CF88FF9DA2F6C026D1497A7DBEC97441988F437CB08E08895C86608D701D7453C5481EF6B1D496340DD72EC13E090A1FDFD3D5DC6E99DDC734C34D8B2090C48816C21E8A7EAB6E; CommunityServer-UserCookie2205=lv=Fri, 01 Jan 1999 00:00:00 GMT&mra=Fri, 26 Aug 2011 02:54:10 GMT; CommunityServer-LastVisitUpdated-2205=; .CSRoles=EWVIhyIEvISc_QK6jTtN21sbZl1IQ3B__xjzjs_yQ5zg6L80egSuw-me7W7J3iorPMuWbrx3VBKyvLrvxYqkJ4K8K-kiOo2WC4BdTMvPjwpePvNEUNIGfqFQbgMqppF2UlZaaNAW8uMyHkPbeAZ3we6ZaQ7ZhUq-9yy4VY6ntQWFgn3rdoZ8HvBDyc01LamLt883SlesxH77r1dqzJsuHnndxGi3ykBGZEzi46U8SEXdZyQGbn30LTJbZdgT4PNNrEPitqNOO2leaN7kpRAhQfK_jyXTxMjMk8-r0HQDz32xkHCfdjcljLWr8gP7Lo77TrY6poQNKw2SbYZHk9aphQLOwjk2N-tn8YIT4BKgWUA-_U-LHObHKMB45DfJkGAyCzYVxCGA-0NzJiUkLKrFlX0UKnktw8bFIUCU-7fvn9CTsbgST37CTsxfSU_4hJhNHgn_kQgbsH52i-hq7VIWd1hj3evN06umGnyWsIJStfLjkTuyKEJKsri1magmNYyg2d4s5HgH8gbt3IxlTJMkrW6A0zJXZ-zZEq2WFOeB7ltQmfMy0

 

 

 

And here is the raw response

HTTP/1.1 302 Found

Cache-Control: private

Content-Type: text/html; charset=utf-8

Location: http://stage.slimfast.co.uk/coutocontrolpanel/addonmanager.aspx?CompleteActivationUpdate=true

Server: Microsoft-IIS/7.0

CommunityServer: 4.1.40407.4157

Set-Cookie: CommunityServer-UserCookie2205=lv=Fri, 01 Jan 1999 00:00:00 GMT&mra=Fri, 26 Aug 2011 02:54:16 GMT; expires=Sat, 25-Aug-2012 09:54:16 GMT; path=/

X-AspNet-Version: 2.0.50727

X-Powered-By: ASP.NET

Date: Fri, 26 Aug 2011 09:54:16 GMT

Content-Length: 210

 

<html><head><title>Object moved</title></head><body>

<h2>Object moved to <a href="http://stage.slimfast.co.uk/coutocontrolpanel/addonmanager.aspx?CompleteActivationUpdate=true">here</a>.</h2>

</body></html>

No errors occurred. I will try and liaise you with of hosting team, I am afraid you will probably not get remote access but they should be able to provide you with a fiddler log if you instruct them what is needed

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Top 10 Contributor
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Where is the licencing file being downloaded to? is it going directly to the database or is there a physical file being downloaded to the server? If it is being downloaded to the server can you tell me where and what the file name is.

Also are you getting any error logs from the licencing server when trying to send us the Licence? this might help track down the issue

David

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Top 10 Contributor
70 Posts
Points 143,820
Joined Jul 2009
San Luis Obispo, CA
Hi David, The license gets put in the database. We will need to run Fiddler from the IIS server, running it from your macine won't help or give us what we need. Can we arrange a remote support session?

Justin Couto

Couto Solutions Sales Team
4115 Broad Street, Suite B-5, San Luis Obispo, CA 93401
Phone: (805) 540-3335 | Email: Sales@CoutoSolutions.com

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Top 10 Contributor
31 Posts
Points 530
Joined Jun 2011

Hi guys, are hosting company have applied the manual changes to the server, the licence seems to be activated but when I add any of the badge controls to the page I am getting the following errors

 

Any ideas?

David

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Top 10 Contributor
34 Posts
Points 400
Joined Aug 2009
San Luis Obispo, CA

Hello David,

This sounds to me like the database scripts for bragger badges have not been run on the database.  Can you verify that those SQL scripts have been run against the Telligent database you are connecting to.

Jami Lurock

Couto Solutions Engineering Team
Cal Poly Technology Park, Building 83, Suite 2B, San Luis Obispo, CA 93407
Phone: (805) 540-6600 | Email: SoftwareEngineering@CoutoSolutions.com

  • | Post Points: 20
Top 10 Contributor
31 Posts
Points 530
Joined Jun 2011

Yes the scripts have been run as the database tables have all been generated

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Top 10 Contributor
31 Posts
Points 530
Joined Jun 2011

Also you guys informed our hosting provider WCF was needed for the licencing to work, would this be causing the issue we are seeing now if WCF was not installed on the server with the widgets?

David

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Top 10 Contributor
34 Posts
Points 400
Joined Aug 2009
San Luis Obispo, CA

Hello David,

WCF should not be causing the problem you are seeing. This is usually caused by the couto_BraggerBadges_[Tables] not being installed in the database.  Are you able to access the control panel and add/remove badges?

 

Jami Lurock

Couto Solutions Engineering Team
Cal Poly Technology Park, Building 83, Suite 2B, San Luis Obispo, CA 93407
Phone: (805) 540-6600 | Email: SoftwareEngineering@CoutoSolutions.com

  • | Post Points: 20
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