Urgent Issue: License Synchronization Failure After Public IP Change - License Key: 1230 4250 1407 9635
Qlik Support Team,
We are writing to report an urgent issue regarding our Qlik Sense license (Key: 1230 4250 1407 9635). Our system has been failing to synchronize the license since September 17, 2025.
This issue started immediately after a planned change of our company's public-facing IP address. We have conducted a thorough investigation, and all evidence strongly suggests that the Qlik License Service is rejecting requests from our new IP because it is not whitelisted for our license key.
Here is a summary of our findings:
Application Log Evidence:
Our service logs have changed from a successful "message":"updated license" on Sept 10 to a persistent "message":"failed to sync" error since Sept 17.
A key error log entry shows: {"error":"Patch 'https://license.qlikcloud.com/v1/assignments': OK", "level":"error"}. This indicates that while our server can establish a basic HTTP connection to your endpoint (receiving an "OK" status), the license assignment transaction itself is being rejected at the business logic level.
Network Packet Analysis:
Packet captures confirm that connections to some of your IPs are successful. However, connections to your server at IP 3.219.17.6 are being immediately terminated by a TCP Reset (RST) packet right after the 3-way handshake completes.
This TCP RST behavior occurs before any TLS negotiation and is a strong indicator of an IP-based filtering rule or firewall policy on your end.
Based on this evidence, we are confident that the root cause is our license key being bound to our old public IP address.
Our request is simple: Could you please check the IP address(es) registered to our license key (1230 4250 1407 9635) and update your system to authorize requests from our new public IP?
We are available to provide the full logs and packet capture files if needed. Your prompt attention to this matter is greatly appreciated as this is impacting our operations.
A proxy Server Success {"active":true,"caller":"update.go:64","checksum":"YK6L-RQF3-U9FS-ZM98-VJL8","level":"info","license":"1230 4250 1407 9635","logTraceId":"899d0893d1f55c841d6f6bc45a28c753","message":"updated license","timestamp":"2025-09-10T08:33:54.9558234Z"}
B proxy Server failed {"caller":"sync.go:101","error":"Patch \"https://license.qlikcloud.com/v1/assignments\": OK","level":"error","license":"1230 4250 1407 9635","logTraceId":"3fc2e2a2b87bce1475d361a1171922da","message":"failed to sync","timestamp":"2025-09-17T07:46:13.5652187Z"}
While we understand that IP whitelisting may not be a standard procedure for all customers, our troubleshooting results strongly point to this as the root cause in our specific case. We have a critical piece of information from our recent tests that isolates the issue down to the public IP.
We conducted an A/B test using two different proxy servers:
Old Setup (Working): Qlik Server -> Old Proxy (Brocade) -> Old Public IP -> License sync with license.qlikcloud.com was SUCCESSFUL.
New Setup (Failing): Qlik Server -> New Proxy (FortiProxy) -> New Public IP -> License sync with license.qlikcloud.comFAILS.
The Qlik server, its internal configuration, and all internal network paths and proxy permissions remain identical in both scenarios. The only variable that changed is the final public IP address used to reach license.qlikcloud.com. This leads us to the firm conclusion that the source Public IP is the deciding factor.
Regarding the telnet test, our servers are in an isolated internal network and do not have direct internet access. All outbound traffic must go through a proxy. We have already confirmed with our network team that the proxy policies for our Qlik server have been granted the highest level of permission to access license.qlikcloud.com:443. Furthermore, our previous packet captures showed that we can establish a TCP connection, but it is then terminated by a TCP RST from your end, which is a classic sign of IP filtering.
@RonaldChin I would highly recommend opening a ticket with support, rather than posting on Community, for prompt resolution of the issue you seem to be having.
