Licence troubleshooting
What each licence, trial code, install and Keychain message means, and what to do about it.
Settings → Licence shows why a licence was refused. So does GET /v1/status, and the audit log records each
refusal as system.licence_rejected.
The licence
| Message | What it means | What to do |
|---|---|---|
missing | No licence yet | Start a trial or get a licence |
invalid | This file can't be used here | Send your 3AM contact the fingerprint and the licence id |
not_yet_valid | It starts later. If another licence is installed, 3AM switches on the start date | Wait, or check the server's clock |
expired | Past its end date and the grace period | Install the renewal |
wrong_install | It's for another install, for example after restoring a backup on a new server | Add this install |
removed | This install was taken off the licence | Add it again from an install on the licence |
unconfirmed | Strict mode, and Warden hasn't confirmed the licence for 72 hours | Allow outbound HTTPS to warden.3am.si, then Check with Warden now |
duplicate | Two installs are using the same identity, such as a cloned VM | Stop the copy, then ask us to release it |
invalid never says why, on purpose: an altered, revoked or forged file all get the same answer. We can see the
reason on our side.
Trial codes
| Message | What to do |
|---|---|
| that trial code doesn't exist | Check for a typo. Codes look like 3AM-TRIAL-XXXXX-XXXXX-XXXXX |
| this code had to be used by … | Codes must be used within 60 days. Ask for a pilot |
| too many attempts from here | Wait an hour |
| Warden can't be reached from here | Use warden.3am.si/redeem from another machine |
A pack is refused
If packs list shows fewer packs than you expect, the audit log's config.packs_loaded event says why for each:
- issued to another customer: the pack was sealed for another organisation;
- the licence does not include pack X: ask us to add it;
- signature invalid: the file is damaged. Download the release again.
Adding an install
| Message | What to do |
|---|---|
code_mismatch | Type the six digits from the new install's own screen. If they really differ, start again |
| the request expired | Requests last 15 minutes. Ask to join again |
| held for 3AM | It finishes by itself once approved. The reason is shown |
manual | The vouching install can't reach Warden: paste the request at warden.3am.si/installs |
Keychain
| Message | What to do |
|---|---|
| this site key isn't valid | It was used, expired or withdrawn. Make a new one on the home |
| isn't the home this site key belongs to | Check the address. If it's right, something else is answering in the home's place: stop and investigate |
| the code doesn't match | Type what the other screen shows. If the digits truly differ, something sits between the installs |
| Keychain comes with Enterprise and Strategic | Upgrade the licence |
Check the clock
Licences and the audit log both depend on the time. Keep servers on NTP. 3am-core preflight shows the server's time
in UTC.