topic Re: Licensing-service is not working - "License process is failing to respond. Restarting process" in Qlik NPrinting

Licensing-service is not working - "License process is failing to respond. Restarting process"

Skage — Tue, 26 Sep 2023 13:59:44 GMT

Hi all!

Here's a long shot before more drastic actions might have to take place...

Could the reason to why the NPrinting Licensing Service doesn't run properly be due to a mistake made while installing?

The username of the account that is running the services is the same name as an local account and mistakenly(?) the ad-account was chosen.

Everything seems to work when a manual LEF is provided but the server need to run with the real license, that doesn't come with a control number. When applying the proper license the post-request is unsuccessful with a 405 so the web-service is answering.

The license log only contains the message in the Subject of this post. No clues, in other logs either, to why that process isn't responding properly.

The post-request return a json object with the content:

{"result":null,"code":403041,"message":"License service unreachable"}

So clearly the endpoint is responding but resources that endpoint rely on are not fully functional.

Accessing https://license.qlikcloud.com/ will respond with the expected "default backend - 404" so this seems to be within NPrinting.

Swapping the "Log on as" for the Services seems uncertain when certs and multiple folders are involved.

Any input is appreciated!

TIA!

/lars

Re: Licensing-service is not working - "License process is failing to respond. Restarting process"

Ruggero_Piccoli — Tue, 26 Sep 2023 15:08:58 GMT

Hi,

Did you checked the article https://community.qlik.com/t5/Official-Support-Articles/Qlik-NPrinting-SLK-License-cannot-be-applied-or-updated-after/ta-p/1906975?

Are you using a proxy ? https://help.qlik.com/en-US/nprinting/May2023/Content/NPrinting/DeployingQVNprinting/LicenseServiceProxySetUp_NP.htm

It is also possible to activate Qlik NPrinting offline https://help.qlik.com/en-US/nprinting/May2023/Content/NPrinting/DeployingQVNprinting/Offline-licensing.htm

If previous suggestions do not solve, I would like to suggest you to open a support ticket.

Best Regards,

Ruggero

Re: Licensing-service is not working - "License process is failing to respond. Restarting process"

Skage — Tue, 26 Sep 2023 15:17:18 GMT

Hi @Ruggero_Piccoli

Yes I checked that. I can reach the endpoint and there is no proxy configured in the Internet Options.

No, I have not tested the Offline-licensing. Will try it right now. That is not the desired setup because then the license must be manually updated going forward.

The problem isn't not reaching the lef-server or starting the local NPrinting Licensing Service but making it start properly.

I'll post again when I have tested the offline but I'll probably have to open a support ticket as well.

/lars

Re: Licensing-service is not working - "License process is failing to respond. Restarting process"

Skage — Mon, 02 Oct 2023 07:58:53 GMT

@Ruggero_Piccoli

Hi again... we actually did test offline-licensing with a temporary license.

I'll be working with this customer tomorrow and will create a support ticket.

Is there a way to get a more verbose log?

Just stating "License process is failing to respond. Restarting process" is 100% correct but not very useful in isolating the issue.

/lars

Re: Licensing-service is not working - "License process is failing to respond. Restarting process"

Ruggero_Piccoli — Mon, 02 Oct 2023 09:00:06 GMT

Hi,

To set the license logs to debug:

edit the file C:\Program Files\NPrintingServer\NPrinting\License\license.config
uncomment last line <add key="log-level" value="debug" />
save the .config file and restart the service

Best Regards,

Ruggero

Re: Licensing-service is not working - "License process is failing to respond. Restarting process"

Skage — Tue, 03 Oct 2023 11:15:19 GMT

@Ruggero_Piccoli

Debug entries are now present in the log but still no trace to why the licensing-service isn't working.

Just a bunch of lines like this in a new log file every couple of minute (i guess one per internal restart):

{"caller":"middleware.go:78","level":"debug","name":"HealthGet","req.method":"GET","req.url":"/health","timestamp":"2023-10-03T11:04:32.4479209Z"}
{"caller":"middleware.go:88","level":"debug","message":"http request","name":"HealthGet","req.method":"GET","req.url":"/health","res.statusCode":"200","timestamp":"2023-10-03T11:04:32.4479209Z"}
{"caller":"sync.go:172","count":0,"level":"debug","logTraceId":"3a253d0ede685d6cea599a81220ee21c","message":"found license(s) for sync","timestamp":"2023-10-03T11:04:38.446035Z"}

Is it plausible that this is due to the ad-service-account was used instead of a local-account? I would think so if general usage was affected but it isn't...

TIA!

/lars

Re: Licensing-service is not working - "License process is failing to respond. Restarting process"

David_Friend — Tue, 03 Oct 2023 19:26:32 GMT

@Skage if the licensing service is not responding we will activate if using the offline method

Re: Licensing-service is not working - "License process is failing to respond. Restarting process"

Ruggero_Piccoli — Wed, 04 Oct 2023 08:22:15 GMT

Hi,

Please, open a support ticket, if you didn't already, and include the whole log files, not just few rows.

Best Regards,

Ruggero