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Error on first start after upgrade, when supplying new license key

DanRMeyer

Completed the upgrade (from 7.3.3 to 8.4.2), using the installer, on Windows. After attempting to start it the first time, it said the license was out of date and requested that I provide a valid license. I supplied it with the valid license from my.atlassian.com/product. It then returned this error message.

Technical details

Log's referral number: d98cda2e-82f1-476a-b7a7-3771a8657a7e

Cause

Referer URL: http://localhost:8089/secure/ConfirmNewInstallationWithOldLicense!default.jspa

java.lang.IllegalStateException: setLicense called with illegal ValidationResult object

these are the first few lines of the illegalstateexception... its a few hundred lines long.
java.lang.IllegalStateException: setLicense called with illegal ValidationResult object
	at com.atlassian.jira.bc.license.JiraLicenseServiceImpl.setLicense(JiraLicenseServiceImpl.java:172) [classes/:?]
	at com.atlassian.jira.web.action.admin.ConfirmNewInstallationWithOldLicense.executeNewLicense(ConfirmNewInstallationWithOldLicense.java:303) [classes/:?]
	at com.atlassian.jira.web.action.admin.ConfirmNewInstallationWithOldLicense.doExecute(ConfirmNewInstallationWithOldLicense.java:254) [classes/:?]
	at webwork.action.ActionSupport.execute(ActionSupport.java:165) [webwork-1.4-atlassian-30.jar:?]
	at com.atlassian.jira.action.JiraActionSupport.execute(JiraActionSupport.java:63) [jira-api-8.4.2.jar:?]

Accepted answers

All comments

Andy Heinzer

Hi Dan,

Sorry to hear that there is a problem here with upgrading Jira server. I have seen this kind of licensing error before with upgrades of this nature. Typically it is happening because one or more of the Jira applications licenses (Jira Core, Jira Software, and/or Jira Service Desk) is expired at the time of this upgrade.

Unfortunately, I fear that the web interface and this error message lack the ability to tell us which of the three it might be. So it is possible that you did supply a new, updated license, but that the old expired license for a different product is still applied.

There are a couple of different ways to try to identify which is the problem license here:

If you are doing this upgrade on a new server or a staging server, then simply returning to the source Jira site to take a look at the Cog Icon -> Applications -> Versions & Licenses page can tell us what licenses are applied and their expiration dates.
Alternatively you can lookup these licenses in the SQL database with a query such as
```
SELECT * FROM productlicense;
```

While method #1 can show you the expiration dates clearly, method #2 only provides us the keys themselves. If you'd like to post all the values of that SQL query I can lookup those keys to see which is expired, as well as the license type (Core, Software, Service Desk), and then I can edit your post to remove the license details.

Once we know which key or keys is at fault here, then we can work past this problem a couple of different ways.

You could go back to the source Jira site, or a backup and apply the new license keys for each product before the upgrade, and then perform the upgrade again.
You can restart this Jira 8.4.2 instance and apply a new license key that way on startup. Since I would expect it to still have the same kind of error when you startup
OR you could follow the KB Manage Jira server license using database queries in order to update the license keys directly in the database. If you follow this method, you do need to restart Jira after the changes are made to the SQL database for them to take affect.

Please let me know the results of the SQL query, or if you have any concerns about these steps.

Cheers,

Andy

DanRMeyer

Hi Andy,

The key from the sql query is:

[redacted]

Thanks

DanRMeyer

Andy, I need to transfer this support issue to another person here. He has been added as a tech contact for the license/installation. [redacted email address]

Not sure if this is possible? or if he should just open a new incident from his account so he can see the email follow ups for this?

thanks.

Andy Heinzer

I can see that this license key had an expiration date of 2019-04-22. This was a 10 user Jira Software license. In turn it means that while this key is applied, you won't be able to upgrade Jira to any version released after this date.

I would suggest that you either generate a new 30 day evaluation key on https://my.atlassian.com just to get through this upgrade or purchase a new key. Once you have that new key that is not expired, you can then apply this to Jira. If trying to apply this key in the web is not working, then let's try to follow the steps in the KB Manage Jira server license using database queries.

In addition to that key, the SQL query should have returned an id value. You can then use that id value to update the license in the database as described in the KB. So if the id was 12345, then you're SQL update would look something like this:

update productlicense set license ='<license_string>' WHERE id=12345;

Although you do need to replace that <license_string> with the actual license key. Once this is done, restart Jira once more and the upgrade should now be permitted. If you run into any problems with this let me know.

Andy

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