Unable to activate iView device

Question

Hello, 
 I'm having an issue when trying to activate my iView device. 
 It is a virtual machine on HyperV, I've used the ISO file to boot it. 
 I have access to the GUI but when I try to activate it with the serial number I got from the license schedule it tells me that it is not possible to activate it and asks to try again later. 
 It have access to the internet and also I did a firewall rule for it to make sure nothing is blocked but the problem persists. 
 I got this log from the CLI on the iView appliance but Im not sure what is going on. 
 Have anyone know what could it be the reason?

emmosophos · Accepted Answer

Hello John, 
 Thank you for the Logs, so to confirm yes you are being affected by NCR-2885. Dev is currently investigating this, it seems like an issue with an expired certificate in iView. 
 We were able to confirm this after getting the logs from the licensing.log showend below. 
 # cd /log 
 # cat licensing.log 
 INFO May 04 16:47:26 [0]: --model = SIV INFO May 04 16:47:26 [0]: --vendor = SO01 INFO May 04 16:47:26 [0]: --upgradeReqType = 1 INFO May 04 16:47:26 [0]: --upgradedFrom = 0 INFO May 04 16:47:26 [0]: --fwversion = 03.01.2.009 INFO May 04 16:47:26 [0]: --cert = /_conf/staticfiles/certificate/licensing/mfgr_vendor_SO.pem INFO May 04 16:47:26 [0]: --token = Token-Id:SO-D5C052A8 INFO May 04 16:47:26 [0]: --key = /_conf/staticfiles/certificate/licensing/mfgr_vendor_SO.key INFO May 04 16:47:26 [0]: URL : eu-prod-utm.soa.sophos.com/.../applianceactivation INFO May 04 16:47:28 [0]: response : {"errorCode":"ITSERVICELAYER_CLIENT_AUTHENTICATION_ERROR", "message":"IIS error: HTTP 403.0 - Forbidden", "statusCode": 403} ERROR May 04 16:47:28 [0]: Activation Failed...:) ERROR May 04 16:47:28 [0]: licensing_do_activation() : parsing failed... { "status": "500", "statusmessage": "Appliance Activation Failed" }

Unable to activate iView device

[#9948172] Web support query [#2885]