Licensing issues

[LeifHagen]

Most of our users are on version 25.12.0.84, we have tried the steps as described without success. We get the same error message as Patrick. For me it happens every time, other users sometimes get a license. All our users are on standard online license. Have already shared logfiles with support.

[LeifHagen]

Any updates regarding this issue? @Solibrians

[Patrick]

Still here. Was mostly gone Friday, but appeared again today.

[fmohus]

Same error message here - Solibri Office 26.4.1.108. Persistent error, have tried uninstall and reinstall, same problem. Runtime log attached.

runtime.log

[Matti]

Could you test that you are able to load following certs:

https://api.solibri.com/cert
should give a page: MIIHBjCCBO6gAwIBAgIQD8dHLMPmUhK…

http://cacerts.digicert.com/GandiCert.crt (copy url to browser)
should download a crt file size around 2KB

[fmohus]

The first one returns a result as you indicate: MIIHBjCCBO6gAwIBAgIQD8dHLMPmUhKWlpzoDn25RDANBgkqhkiG9w0BAQsFA… etc…

The second one doesn’t return anything - just gives a timeout.

[Matti]

Try copy the second URL to browser

[fmohus]

Yep, 2kB file.

[SigneLaksaa]

@Matti - How’s it going with the investigation? We have a lot of people both in COWI and Multiconsult struggeling to open Solibri Office.

[tonigyllenberg]

@SigneLaksaa said in Licensing issues:

@Matti - How’s it going with the investigation? We have a lot of people both in COWI and Multiconsult struggeling to open Solibri Office.

We are investigating as we speak. Currently this seems to be very focused in Norway. We’ll report back here as soon as we have more information to share.

[tonigyllenberg]

Is there anyone here currently who would be able to connect with us in a call to help investigate directly while logging in?

[SigneLaksaa]

@tonigyllenberg you can call [email protected]

[LeifHagen]

@tonigyllenberg you can contact me: [email protected] or +4797561599

[LeifHagen]

@Matti

[LeifHagen]

@Matti First one gives me something like this: MIIHBjCCBO6gAwIBAgIQD8dHLMPmUhKWlpzoDn25RDANBgkqhkiG9w0BAQsFADA1MQswC

[tonigyllenberg]

Hello all,

As an update on this, investigations on the matter until now have shown that:

• For some users the connection to cacerts.digicert.com is blocked.
• Allowing outbound HTTP/80 to cacerts.digicert.com should fix the problem.
• Connection can be tested by Windows PowerShell command:
  Test-NetConnection cacerts.digicert.com -Port 80

We still do not have information on why the connection is all of a sudden blocked for many Norwegian customers. We are continuing to investigate with our certificate provider and will keep you informed as soon as we have more information to share. We apologize for the inconvenience.

[fmohus]

Windows PowerShell command: Test-NetConnection cacerts.digicert.com -Port 80 returned TcpTestSucceeded : True. …But the problem remains unfortunately…

[Matti]

@fmohus
Because the Test-NetConnection succeeded,

Try delete .solibri folder in your home directory and start Solibri again
Try adding this line to “C:\Program Files\Solibri\SOLIBRI-26.4.1\Solibri.vmoptions”
-Djavax.net.ssl.trustStoreType=WINDOWS-ROOT

[Patrick]

@Matti Worked for me, once, then it suddenly stopped working again.

[Matti]

@Patrick said in Licensing issues:

@Matti Worked for me, once, then it suddenly stopped working again.

Do you have two versions of Solibri installed? Are the both versions behaving the same way (not starting)?