Known Issues - Migration

Known Issues - Migration

Q1: "Invalid License" or "License Missing" error after migrating Prolaborate to a new server

Description

The Prolaborate and Pro Cloud Server is migrated to a new Server setup. After logging into Prolaborate, an error message appears saying "Invalid License" or "License Missing".
 

Possible Reason

- The license keys are generated based on the Machine IDs. 
- So, when the customer has migrated to a new server, a new license key, generated with the new machine id is required for the Prolaborate to be activated. 

Remediation

When a customer raises such request, get the Machine ID from the customer and forward it to the Sales Team to generate a new license. 

Email Response

(Please confirm if the customer has migrated to a new machine before asking for machine id. Add Sales Team to the email loop when requesting the Machine ID)
Hi <Customer>,

Thank you for reaching out to Prolaborate Support. 

We would like to clarify that the license key is generated based on your Machine ID, so you cannot use it with any other machines. In order to generate the license for your new machine, we kindly request that you provide us with the Machine ID as shown below.

Once you provide us with the machine, our Sales Team will assist you in generating the license key for your new machine. If you have any questions or need further assistance regarding this, please do not hesitate to reach out to us.

Q2 "PCS Connection Failed" error after migrating Prolaborate and Pro Cloud Server to a new server

Description

After the migration, the repositories in Prolaborate throw a "PCS Connection Failed" error. 

 

Possible Reason

- As the Pro Cloud Server is migrated to a new server along with Prolaborate, a new license must be generated for Pro Cloud Server too.
- If the license is already updated and the issue persists, make sure that the "Pro Features" option is enabled for the repository in Pro Cloud Server and check if you can establish a cloud connection from your EA thick client.

Remediation

If the customer wants to generate a new license for PCS, ask them to generate a .csr file and forward it to SSHQ.

Email Response

(Ask the customer to perform the following checks and if the issue persists, get the necessary logs for further investigation)
Hi <Customer>,
Thank you for sharing the information.
Could you please try the troubleshooting as mentioned below and provide us with the outcome?
1. Has the PCS been migrated to the new server as well? If so, you need to migrate the PCS license too. Please generate a license request from your Pro Cloud Server and send the resulting .csr file to sales@sparxsystems.com. You can refer to the documentation here for detailed steps.
2. If you've already updated the license, please make sure that the Pro Features is enabled in the database manager. 

3. Please make sure that you can establish a PCS connection in your local EA thick client. 

4. Kindly restart the "Spar Systems Professional Cloud" service from the Task Manager and check if it resolves the issue. 

If the issue persists, please provide us with the following information.
1. A screenshot of the behavior. 
2. Please share with us the Error logs and Information logs from Prolaborate. You can refer to the documentation here for sharing logs. 
3. Share the PCS logs from the following path (C:\Program Files (x86)\Sparx Systems\Pro Cloud Server\Service\Logs)

Please review this information and let us know if you have any questions or need assistance regarding this.

Reference

Ticket ID: #8302
Subject: New license key after migration of server
Department: Prolaborate Support
pcs connection failed
license issues after migration
invalid license
migration errors
pcs license renewal after migration
license missing
migration issues
post migration errors
license expired
server migration issues

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