I have a license key but Jira Service Desk will not confirm the license on my install.

[Ian Burke]

I am trying to install Jira Service Desk and we have a license Key that we purchsed prior to the install. When I enter the key I get a message "We're unable to confirm that Jira license" My install is on a system that is isolated from internet access. Is there a workaround?

[Branden McElveen]

Hi Ian,

The instance does not have to be connected to the internet in order for it to validate as long as you copy and paste a license from my.atlassian.com since it cannot reach out to the Marketplace. 

Also, do you see this in your message:

This license has expired.  Please get a new license or generate an evaluation license.

One instance in which I have seen this is when the default locale was set to something other than en-US.  If it is not set to en-US try setting the default locale to that and see if you continue running into the issue.

Beyond that, do the logs provide any additional information and can you generate an evaluation license from my.atlassian.com on an internet connected machine and see if that works.

Cheers,

Branden