How do i downgrade the license?

[Thomas Andersen]

Hi!

This installation was running (apparently un-supported) with a 250 user license on SEN-6938588. The server was subject for an attack due to a security issue and needed to be restored and upgraded. When we started the server up after upgrading, it complains about "License Inconsistency". The installation had 100+ enabled users but we actually only need 5 users so i bought a 10 user license and supplied that license key during the upgrade process however it still can't start due to license problems.

Please advice.

Best regards,
Thomas

[Nic Brough -Adaptavist-]

You should be able to log into it as an admin, go to the licence section in the admin section and click on the pencil icon to then paste in a new licence key, replacing the old.

However, you do not explain "can't start due to licence problems" - without the error messages, I can't tell you what that is, but my guess would be you have more than 10 active users, so it thinks a 10 user licence won't allow it.

[Thomas Andersen]

That's exactly the problem - I don't have access to the admin section. When the server is startet up it says "Confluence had problems starting up": License Inconsistency: Confluence support and upgrades for your current license have expired.

I can follow the link to /fixonly/fixlicense.action but when I type in the newly bought 10 user license it says: Error occurred during template rendering. Contact your administrator for assistance.

Is there a way to get the server started so I can disable some users and the 10 user license will work? 

Please advice.

[Nic Brough -Adaptavist-]

Ouch, if the fix licence page is broken (Error occurred during template rendering. Contact your administrator for assistance.) you will need to read the log file to find out why - <confluence home>/logs/atlassian-confluence.log

[Thomas Andersen]

Here's what the log says:

2019-05-01 06:34:24,582 ERROR [http-nio-8090-exec-6] [engine.jdbc.spi.SqlExceptionHelper] logExceptions ERROR: column globaldesc0_.lowertitle does not exist
Position: 131
-- traceId: 58ebf3cda40a7f9b
2019-05-01 06:34:24,583 ERROR [http-nio-8090-exec-6] [confluence.util.profiling.ConfluenceSitemeshDecorator] renderToResponse Error occurred rendering template: /decorators/main.vmd
-- traceId: 58ebf3cda40a7f9b
org.apache.velocity.exception.MethodInvocationException: Invocation of method 'isUsesCustomLogo' in class com.atlassian.confluence.plugins.lookandfeel.SiteLogoVelocityHelper threw exception org.springframework.dao.InvalidDataAccessResour
ceUsageException: could not extract ResultSet; SQL [n/a]; nested exception is org.hibernate.exception.SQLGrammarException: could not extract ResultSet at /decorators/includes/common-header.vm[line 23, column 22]
at org.apache.velocity.runtime.parser.node.ASTIdentifier.execute(ASTIdentifier.java:223)
at org.apache.velocity.runtime.parser.node.ASTReference.execute(ASTReference.java:262)
at org.apache.velocity.runtime.parser.node.ASTReference.evaluate(ASTReference.java:470)
at org.apache.velocity.runtime.parser.node.ASTExpression.evaluate(ASTExpression.java:62)
at org.apache.velocity.runtime.parser.node.ASTIfStatement.render(ASTIfStatement.java:85)
at org.apache.velocity.runtime.parser.node.SimpleNode.render(SimpleNode.java:336)
at org.apache.velocity.runtime.directive.Parse.render(Parse.java:263)
at com.atlassian.confluence.setup.velocity.ProfilingParseDirective.render(ProfilingParseDirective.java:21)
at org.apache.velocity.runtime.parser.node.ASTDirective.render(ASTDirective.java:175)
at org.apache.velocity.runtime.parser.node.SimpleNode.render(SimpleNode.java:336)
at org.apache.velocity.Template.merge(Template.java:328)
at org.apache.velocity.Template.merge(Template.java:235)
......

Unfortunately it's not possible to attach the log file to this ticket.

Please advice.

[Nic Brough -Adaptavist-]

Ok, I would be very worried about the "hibernate" error - that's saying "I can't get a database connection"  You'll need to check everything about th e connection to the database!