How to replace the trial license for my jira software (server)?

[Mahya Soleimani]

Hi all,

My  trial license has been expired and I purchased a new one. Now, I cannot update that license in settings. I got the error:  "The license could not be installed. An unexpected error occurred. Refer to the logs for more information."

I got this message from the log file: "/rest/plugins/applications/1.0/installed/jira-software/license [c.a.p.r.c.security.jersey.XsrfResourceFilter] Additional XSRF checks failed "

The matter is that I want to add a license with a new SEN ID.

In a Chrome browser I got another error message:

"This license is not for the selected product. Please make sure that the license is for the selected product and contact Support if the issue continues."

Does anyone have any idea?

Thank you in advance

[Nic Brough -Adaptavist- · Accepted solution]

You should be able to just paste the key straight into the key box and it will take.

If it's the wrong shape, or for the wrong product, generally, you won't get the error message you have got here, you'll get a useful one.

In this case, you need to do what it says - read the log to see the details - <jira home>/logs/atlassian-jira.log

[Mahya Soleimani]

I got this from the log file:

"/rest/plugins/applications/1.0/installed/jira-software/license [c.a.p.r.c.security.jersey.XsrfResourceFilter] Additional XSRF checks failed "

I can't detect what causes this problem, do you have any idea?

[Mahya Soleimani]

I got a new message on another browser that says the license is not for the product!!!

Mine is a Jira Software Server, currently I just can see the trial license and cannot add the new SEN with the new key. Do you have any idea about this issue?

[Nic Brough -Adaptavist-]

Ok, lets use the browser that is working, not the one with the XSRF problem.

Could you go back to the my.atlassian.com account that you got the new licence from.  That should list all your licences.  Can you check exactly which product this licence is for?

[Mahya Soleimani]

Yes, I checked. This is for "Jira Software (Server) 10 Users: Starter License"

I have installed Jira (Server) on one of our servers at our university for our research team

[Nic Brough -Adaptavist-]

Does your Jira server have Software installed?  (I know that sounds dumb, but it does matter).  Log into it again and go to Admin -> Manage Applications.  You should see a reference to "Core" and a second one for "Software" - do you see that?

[Mahya Soleimani]

I'm not sure about the exact path, but I can see the the core reference and the software in the licensing setting which its image is attached. Do you mean these references?

[Nic Brough -Adaptavist-]

Yep, that's exactly where I was going.  You should be able to click the licence pen and paste the purchased key in there, but if you're getting "not for this product", you will need to go back to the my.atlassian.com account that you got the new licence from and get the right key (the one for Software)

[Mahya Soleimani]

You might not believe it,

I had tried it many times through FireFox, and I even didn't get meaningful errors!

But I did it with Chrome, after several times, and suddenly it worked!!!! I really don't know what has happened!!

Many thanks for your help, I appreciate it.