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Unable to Activate new install

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john.dunsmore
john.dunsmore's picture
Unable to Activate new install

Hi,

Ive just done an automated install of Opsview Atom onto a fresh Centos 7 box..

When i try and access the site, The activation page appears where i enter my software key, click activate but all i get is :

Opsview Apache Error 502 

Opsview is not running or responding to requests.

Nothing obvious in the logs, and opsview-web service is started

Any info would be appreciated.

Cheers

smarsh
smarsh's picture
Hi John,

Hi John,

Is the 'opsview' service itself running? Sounds a bit odd.

Cheers,

Sam

john.dunsmore
john.dunsmore's picture
Hi Sam

Hi Sam

Yeah, the three services are running opsview-agent, opsview-web and opsview..

Cheers

John

john.dunsmore
john.dunsmore's picture
Just a thought..

Just a thought..

Could this be internet access related?

Ive just tried to uninstall opsview using the curl command, even though i have the proxy set in yum.conf its just sitting there doing nothing?

smarsh
smarsh's picture
The script should just use

The script should just use the system set proxy. Can you ping 8.8.8.8, resolve google.com, etc? If you cant activate as there is no internet connection, you should use the 'manual activation' method. Simply hit 'http://your-opsview-system/activation/manual' and go from there.

john.dunsmore
john.dunsmore's picture
Update (sorry for the delay)

Hi Sam

Been trying this again after a long break.. Still with a fresh install im getting the same error.

The opsview-web log shows the following

 

[2015/07/03 01:53:23] [] [INFO] Starting Opsview Web 4.6.3.15643

[2015/07/03 01:54:30] [OpsviewLicensing] [TRACE] Automatic activation of foo bar foo bar started

[2015/07/03 01:56:38] [OpsviewLicensing] [TRACE] https://entitlements.opsview.com/ems/loginByEID.json

[2015/07/03 01:56:38] [OpsviewLicensing] [TRACE] 500 Can't connect to entitlements.opsview.com:443

Content-Type: text/plain

Client-Date: Fri, 03 Jul 2015 00:56:38 GMT

Client-Warning: Internal response

 

Can't connect to entitlements.opsview.com:443

 

Connection timed out at /usr/local/nagios/perl/lib/LWP/Protocol/http.pm line 49.

[2015/07/03 01:56:38] [OpsviewLicensing] [ERROR] HTTP error - code: 500, error: 500 Can't connect to entitlements.opsview.com:443

[2015/07/03 01:56:38] [Opsview.Web.Controller.Root] [ERROR] Calling activate(): 500 Can't connect to entitlements.opsview.com:443

 

I can definately resolve entitlements.opsview.com, http_proxy and https_proxy are set in my enviroment

Ive not tried using a standard ADSL connection, but surely i shouldnt have to go through this process. I know you said before do the activation manually, but i'd rather resolve this issue if i can.

Cheers

John

andres.martinez.g
andres.martinez.g's picture
Error when trying to activate license

Hi,

I install Opsview Atom in a virtual machine KVM with CentOS 6.6 for testing the product.

The process was successful, being Opsview running, but during the activation phase in the installation the following message is received:

2015-04-09 12:32:05 - Activating Opsview
Could not generate the license because: Error   (VLS0030): Invalid input - " Vendor Info contains non printable char".

I will try to make the procedure manual activation through the site Opsview server license (https://entitlements.opsview.com). I use the Software Key (Entitlement ID (EID)) emailed to enter the site.

However when trying to activate the license with the client server info string, the site generates the same error message:

Could not generate the license because: Error (VLS0030): Invalid input - " Vendor Info contains non printable char".

What could be happening?

Regards, Andrés Martínez.

lionking62
lionking62's picture
Got the same problem

Got the same problem

lionking62
lionking62's picture
Any update on this issue?

Any update on this issue?

smarsh
smarsh's picture
Hello,

Hello,

What is the exact problem you are having? Can you tell me what steps you are doing?

Sam

lionking62
lionking62's picture
I'm doing exactly as andres

I'm doing exactly as andres.martinez.g above

smarsh
smarsh's picture
On KVM? Anything in logs? You

On KVM? Anything in logs? You tested the vm has dns configured correctly etc?

lionking62
lionking62's picture
Running on vSphere 6.0. This

Running on vSphere 6.0. This is the last part of the log:

[2015/05/30 14:35:59] [OpsviewLicensing] [TRACE] https://entitlements.opsview.com/ems//completeActivation.json
[2015/05/30 14:35:59] [OpsviewLicensing] [TRACE] HTTP/1.1 200 OK
Cache-Control: no-cache
Connection: close
Date: Sat, 30 May 2015 12:36:10 GMT
Pragma: no-cache
Server: Apache-Coyote/1.1
Content-Language: en
Content-Length: 156
Content-Type: json;charset=UTF-8
Expires: Wed, 31 Dec 1969 23:59:59 GMT
Client-Date: Sat, 30 May 2015 12:35:59 GMT
Client-Peer: 164.177.146.106:443
Client-Response-Num: 1
Client-SSL-Cert-Issuer: /C=IL/O=StartCom Ltd./OU=Secure Digital Certificate Signing/CN=StartCom Class 2 Primary Intermediate Server CA
Client-SSL-Cert-Subject: /description=ptu9EU8FUZmT6zfr/C=GB/ST=Berkshire/L=Reading/O=Opsview Ltd/CN=entitlements.opsview.com/emailAddress=dns-admin@opsera.com
Client-SSL-Cipher: AES128-SHA
Client-SSL-Socket-Class: IO::Socket::SSL
Client-SSL-Warning: Peer certificate not verified
Set-Cookie: JSESSIONID=194DCCA8AB20AE5E667565CBB2C2ADE8; Path=/ems; secure; HttpOnly

{"stat":"fail","code":648,"desc":"Could not generate the license because: Error   (VLS0030): Invalid input - \" Vendor Info contains non printable char\"."}
[2015/05/30 14:35:59] [OpsviewLicensing] [ERROR] Data malformed: Could not generate the license because: Error   (VLS0030): Invalid input - " Vendor Info contains non printable char".
[2015/05/30 14:35:59] [Opsview.Web.Controller.Root] [ERROR] Calling activate(): $e: Opsview::Exceptions::Data::Malformed  {
    Parents       Opsview::Exceptions
    public methods (1) : description
    private methods (0)
    internals: {
        egid      "995 995 996",
        euid      998,
        gid       "995 995 996",
        message   "Could not generate the license because: Error   (VLS0030): Invalid input - " Vendor Info contains non printable char".",
        pid       3018,
        time      1432989359,
        trace     Devel::StackTrace,
        uid       998
    }
}

lionking62
lionking62's picture
Any news on this?

Any news on this?

smarsh
smarsh's picture
Have you tried manual

Have you tried manual activation? 

nagy.robert
nagy.robert's picture
Hi,

Hi,

 

I have exactly the same problem.

I tried the manual activation but it says: "Could not generate the license because: Error (VLS0030): Invalid input - " Vendor Info contains non printable char"."

 

Anybody managed to solve this problem during the activation?

 

Thanks

john.dunsmore
john.dunsmore's picture
Update

Hi Sam,

It was me that updated this post ( see #6 )

Cheers

john.dunsmore
john.dunsmore's picture
Update

Hi Sam,

It was me replying to this post. Please see #6

Cheers

smarsh
smarsh's picture
All

All

I've looked into this. For the majority, the issue is there are special characters in your names / email addresses which is tripping up the licensing system. We're placing these with 'standard' characters (i.e. removing umlauts, etc) which will allow activation.

@john.dunsmore - there are no special characters in your name/email, so i dont have a good idea as to what the issue is your encountering. I'd recommend manual activation as i cant troubleshoot your installation for you.

The changes should be applied in the next few hours so please re-try this evening (UK time).

 

lionking62
lionking62's picture
Yes works for me now, thanks

Yes works for me now, thanks

Jörgen Domlin
jorgen's picture
Same problem here

Tried the Hyper-V appliance. (with 3 seperate installations)

Can ping entitlements.opsview.com from it with no problems but automatic activation fails with a thumbs down.

And when I try the manual activiation I get "Could not generate the license because: Error (VLS0030): Invalid input - " Vendor Info contains non printable char"

Please advice

Jörgen Domlin
jorgen's picture
So I got back to this again

So I got back to this again now, little over a year later.

Got a new set of Softwre Key in tha mail for this try.

I've donwloaded the Hyper-V machine that starts and shows me the ip

I surf the IP and enter my Software Key and it gives me the same answer as before.

Here There should be a screenshot of the error from an URL of my OneDrive but that is classified as spam also my link to the image was classified as spam? 

Thumbs down and there was a problem activating contact sucess team

Cliked the link to the Sucess team and stated my problem but no repsonse, and no I don't pay for the support so they will perhaps not answer me.

 

Try the manually activation as stated in the documentaion.

And still there also get the same old error as before:

Here There should be a screenshot of the error from an URL of my OneDrive but that is classified as spam also my link to the image was classified as spam? 

Could not generate the license because: Error (VLS0030): Invalid input - " Vendor Info contains non printable char".

 

I get that I haven't payed for support but when you can't activate the product online or offline I have a hard time to recomend the product to my customers if I can't test drive it or have anything to show them.

 

Please advice if anyone from the OpsView team reads their own forum or if someone else managed to activate it.

Suhaime Abd Wahed_1
suhaime_2's picture
Same problem here

I've reinstall Opsview using automated install but I couldn't activate my software key. In fact I did tried with manual activation unfortunately the client info string for my system is different from my actual key.

What should I do, I can't login to Opsview until I successfully activate the key.

 

Please help.

 

Suhaime

 

Duncan Ferguson
dferguson's picture
Jorgen,

Jorgen,

This issue has been tracked to a bug in our licensing server where contact details contain accented characters - this means activation does not work as expected.  I have been informed your profile has been fixed and you should be able to try again now.

We are working towards getting this bug fixed, but in the meantime we can manually fix the problem for anyone with a similar issue.

  Duncs

alitvak
alitvak's picture
Not to hijack this thread but I have similar issues with renewal

I have run renewal and received the keys.  However when I add the Key to opsview my activation failes on the web interface.  However I receive a confirmation of success from entitelment server.  I actually received 4 of those.  I tried copy license to a manual activation page and it is still failing.  I am the atom customer in the current case and pro customer at the other company.  I wouldn't feel like recomenidng Opsview after the horrible experience like I am having.  Please help, as it shouldn't be that hard  to renew.

Duncan Ferguson
dferguson's picture
Are you still having issues

Are you still having issues with activation?

If so, can you 'kill -9' the opsviewmd process (it should restart automatically, or you can run 'opsviewmd' as the nagios user to restart manually)

  Duncs

vstockwell
vstockwell's picture
Same Issue

I am having this issue now as we speak.

psmithe
psmithe's picture
Not able to get free licence

I seem to be going around in circles trying to get a free key - I click the download link, then the link "your free software key", log in with my existing account. This just takes me to the page to edit my profile.

What am I doing wrong?

bazzic
ngarbacz's picture
Paul, I'm sorry if you're

Paul, I'm sorry if you're having trouble getting your key. There was a bug on that page that is now fixed. Please try again and let us know if you still have the same problem.

Bilal Hasson
bilalnageeb's picture
Activation error

I'm getting the same problem.

Duncan Ferguson
dferguson's picture
Which verison of Opsview have

Which verison of Opsview have you installed (5.4.1 or 6.0-EA)?  That error suggests the ospview-web process is not running or is unable to start because it cannot talk to the database (some OS's do not automatically start the database when the server boots up - have you rebooted your servers recently?).

Ensure the MySQL database is running and (as the nagios user) run `/usr/local/nagios/bin/db_opsview db_exists` - this should return nothing at all.  After this, as the nagios user, run `opsview_watchdog opsview-web restart`

  Duncs