Signed license key cannot activate Qlik Sense Enterprise after renewal

[usam]

The new license cannot be activated when applying a Qlik Sense License Key to Qlik Sense Enterprise.

This error is returned: There was an error when getting license information from the license server.

Basically the same issue as in this post: https://community.qlik.com/t5/Knowledge/There-was-an-error-when-getting-license-information-from-the...

So I followed the steps in the article to test the internet access:https://community.qlik.com/t5/Knowledge/Testing-connection-to-license-qlikcloud-com-should-return-HT...

and the result shows our internet access is normal. Also, we are not using a web proxy. I have also tried restarting the Qlik service: https://community.qlik.com/t5/Knowledge/Manual-Start-and-Stop-order-of-Qlik-Sense-services/ta-p/1713...but it didn't solve anything. 

I am sure we didn't have anything different on Qlik's configuration except using the new signed license key.  Appreciate it if anyone could help; thanks!

[Vinay_B · Accepted solution]

Hi @usam Please make sure that you are applying the license via a Signed license key -  https://community.qlik.com/t5/Knowledge/How-to-Apply-a-Signed-License-Key-to-Qlik-Sense-Enterprise-o...

Please note that the Signed license key will not change, unless you received a new license itself.

If you are still facing the issue, share the Qlik sense version along with the license key so that I can take a look. If you want you can just message me directly if you are not okay with sharing the details here.

Thanks!

[MaryseC]

Hi @usam ,  we are having exact same issue since last Saturday. 
All our servers are down for more than 4 days. 
Our signed license key has an expiration date of June 2024...  but we get a message in the logs saying it is expired!
Our key is "special"  since it mixes perpetual + subscription licenses.   do you also have a mixed key??

you can check the logs for License log and inside us we saw this entry : 
{"caller":"handler.go:53","errorMessage":"License has expired","errorType":"LICENSES-ExpiredLicense","level":"info","logTraceId":"6f38d88fd10ac0348b8e6b3ed098f38f","statusCode":403,"timestamp":"2021-10-12T01:32:11.9980386Z"}

[Vinay_B]

@MaryseC I suspect that you are using an incorrect license key by looking at the log. I would suggest raising a case with Customer support so that they can check the license. 

I believe there is some confusion on which license key to use or error during license conversion which Customer support can resolve.

[MaryseC]

@Vinay_B ,  we opened a support ticket Sunday morning (case 00008045) and we are in discussion with our qlik reseller but we do not get proper help from qlik (their case 00008095).  Reseller did not succeed in reaching them to reactivate the key or provide a temporary key....  we have 22 manufacturing factories using qlik and it's down for days!!!  the new support portal does not provide a phone number anymore so we are stuck having to wait for them to reply in writing... 

[usam · Accepted solution]

Thanks to everyone for the replies.  The problem is now resolved and we are grateful for your help.

Explanation:
We are using a Qlik Sense Analyzer Capacity license which rolls over once a year.  Our license key rolled over yesterday but Qlik had a backend license server problem that prevented our server from re-authorizing the license.  It seems they resolved it overnight and we are back in production.

[Vinay_B]

@MaryseC I have notified our Customer support team and they are looking at it. I will make sure that your ticket is prioritized to get a faster resolution. 

 Also, it would be better if you gave a call to them and discuss it. The below post has support contact number:

https://community.qlik.com/t5/Knowledge/How-to-contact-Qlik-Support/ta-p/1837529

I hope this helps. Let me know if you need any further assistance.