Confluence license key not accepted (10-user license)
Asked by Stefan Tenberg:

Hello community,

we installed a confluence server one year ago and licensed it with a 10-user-license. The license expired some weeks ago, so we bought a "new" 10-user-license. We simply wanted to enter the newly generated license key in the license management dashboard of our confluence server, but we can't. We always run into a "license key not valid" error message. We tried direct C\&P, copy to an editor and paste back into the dashboard.

Server-ID and/or SEN number can be provided if necessary. I just don't want to post them here open to the public.

What can we do? I already raised a support case but the support agent told me that 10-user-licenses only get community support. So please don't advice me to raise a ticket. ;-)


Answers:
author: Mirek
body: Hi [@Stefan Tenberg](/t5/user/viewprofilepage/user-id/4209899)

Hmm.. Yes that is true that 10 users license get community support for technical issues but I think for licensing problems that you are having the best way is to use this form - <https://www.atlassian.com/company/contact/purchasing-licensing> - There you can paste the SEN number and describe your issue without sharing it with the public.

If this would not help please let me know and I would try to reach to someone directly that could assist here a little bit more than support engineer that you interacted with.

comments: author: Stefan Tenberg
body: Hi [@Mirek](/t5/user/viewprofilepage/user-id/781521) ,

thanks for your reply. Well...that was exactly what I did. I also included the SEN number and thought, that a license problem is better suited in an official support case than in a community forum.

So I'd be very happy if you could assist and try to reach out to a appropriate person.

Kind regards,

Stefan


author: Mirek
body: Sure, are you able to provide the ticket number that you created for reference?


author: Stefan Tenberg
body: No problem: CA-1216191


author: Petter Gon?alves
body: Hello [@Stefan Tenberg](/t5/user/viewprofilepage/user-id/4209899)

Sorry to hear you are facing some problems updating your Confluence license.

By the description of your problem, I believe you might be facing one of the scenarios described below:

1 - [Unable to update license key in Confluence with the error message "The license you entered was not valid"](https://confluence.atlassian.com/confkb/unable-to-update-license-key-in-confluence-with-the-error-message-the-license-you-entered-was-not-valid-751698902.html)

2 - [Cannot register Confluence due to 'License you Entered was not Valid' error](https://confluence.atlassian.com/confkb/cannot-register-confluence-due-to-license-you-entered-was-not-valid-error-167370.html)

3 - [The License You Entered Was Not Valid](https://confluence.atlassian.com/confkb/the-license-you-entered-was-not-valid-310379607.html)

Can you please take a look at the links above and check if you might be falling under one of those issues?

Additionally, once you troubleshoot the scenarios above, try to [change your Confluence license directly in confluence.cfg.xml](https://confluence.atlassian.com/confkb/how-to-change-the-confluence-license-in-confluence-cfg-xml-720405151.html) and check if that works for you.

Let us know the results you got from the steps above.


author: Stefan Tenberg
body: Hello [@Petter Gon?alves](/t5/user/viewprofilepage/user-id/195424) , [@Mirek](/t5/user/viewprofilepage/user-id/781521)

thanks again for your support and your suggestions. After digging deeper into this, we found out that error messages have flooded a log file which therefore grew up to 19gb. This has led to a full partition.

<br />

We deleted the log and after that the key was accepted. We are now looking into the error messages, which are https/http-related stuff. We'll get that solved on our own.

Thanks again for your support!


Tags: confluence-server

licence

server