Server Install Problem
Asked by gurhanis:

Dear Confluence Support Team,

We had a minor issue while we are setting-up the confluence system to our internal server; At first place it was not installed correctly, So we had to reinstall it all over again. I was asked for a license key, but server ID was not the same as for the first installation. I used evaluation key for this installation which will only work for 90 days, we need to get license key for new server ID. We already made the payment for 1 server as you can see from the purchase history.

Waiting your feedback.

Regards,

Gurhan


Answers:
author: AnnWorley
body: Hi Gurhan,

Checking the license associated with your email address the last few characters are "Js1nVggW3M=X02f3" which looks different from what was pasted into the license field in the screen shot.

Were you able to resolve the issue? I did not find a ticket for you on our support portal.

Thanks,

Ann


author: gurhanis
body: Hi Again Ann,

Prior your comment at 19Feb;

The screenshot you saw in the date 19 Feb, (which you mentioned the "Js1nVggW3M=X02f3") we have to realize that, the license key code text is too long and you were only seeing the only codes first part, the license key was ending with "Js1nVggW3M=X02f3". The code I have pasted was correct in the first place.

Thanks,

Gurhan


author: gurhanis
body: Hi Ann,

I still couldn't resolve this issue plus, my license has expired. As I mentioned in my previous comment; I have already made the payment as you know.

Can we fix it as soon as possible please? By the way, I have already tried the "Js1nVggW3M=X02f3" version but the result is the same.

Waiting for your earliest reply.

Regards,

![Screen Shot 2018-03-20 at 20.27.43.png](https://community.atlassian.com/t5/image/serverpage/image-id/17512i2B675DDBFEE41ACA/image-size/large?v=v2&px=999 "Screen Shot 2018-03-20 at 20.27.43.png")

comments: author: Vickey Palzor Lepcha
body: Are you directly copy pasting them from your account to your confluence or have you pasted it on notepad or something ? Avoid doing that too.


author: AnnWorley
body: Hi Gurhan,

I pasted your Starter license key on my test server and it worked, so the license key itself is ok.

Please make sure you are clicking the Save button after pasting in the key, and try a different browser to make sure nothing is cached in the browser.

Thanks,

Ann


author: gurhanis
body: [@Vickey Palzor Lepcha](/t5/user/viewprofilepage/user-id/193910) Yes, I'm copy-pasting from my "<https://my.atlassian.com/product>" confluence account and pasting it to <https://docs.personaclick.com/admin/license.action> related update license area.

[@AnnWorley](/t5/user/viewprofilepage/user-id/502040)Thanks for double-checking the license key validation but it's really strange that even I click the save button it's not responding. I'm also attaching the screenshot. As you can see below, I have pasted the license key, but the square-window is red. ![Screen Shot 2018-03-21 at 00.27.14.png](https://community.atlassian.com/t5/image/serverpage/image-id/17538iC03FBB95969EBC14/image-size/large?v=v2&px=999 "Screen Shot 2018-03-21 at 00.27.14.png")


author: gurhanis
body: Hi again,

Error is attached, it says; XSRF check failed. [@AnnWorley](/t5/user/viewprofilepage/user-id/502040) I'm using incognito, cache won't effect it.![Screen Shot 2018-03-21 at 00.40.22.png](https://community.atlassian.com/t5/image/serverpage/image-id/17539i5F8F45DA8F8FEEF9/image-size/large?v=v2&px=999 "Screen Shot 2018-03-21 at 00.40.22.png")


author: gurhanis
body: [@AnnWorley](/t5/user/viewprofilepage/user-id/502040) Is it possible to generate me a new License Key please? We will try a new License key maybe it will fix the issue.


author: gurhanis
body: [@AnnWorley](/t5/user/viewprofilepage/user-id/502040)

Dear Ann,

Can we finalize this issue today please? Because I need to make some edits in our Documenation and I can not do it right now because of the evaluation license expired. You have my purchase history details.

Issue is urgent because we are going to share our integration documentation page with our clients and I need to edit some places.

Waiting for your response.

Best,

Gurhan


author: AnnWorley
body: Hi Gurhan,

Thank you for identifying the XSRF error. Knowing that should help us finalize the issue today. (I cannot in good conscience ask our advocates team to generate a new license when I know yours works on my test instance, it will only cause a delay and we will still see the XSRF error.)

This article has a table showing the possible causes of an XSRF error in Confluence:

[Cross Site Request Forgery (CSRF) protection changes in Atlassian REST](https://confluence.atlassian.com/kb/cross-site-request-forgery-csrf-protection-changes-in-atlassian-rest-779294918.html)

* Please check that your Base URL matches the URL you use in the browser.
* If you are using a proxy, please see my detailed answer on: [XSRF check failed after pasting license key on 6.1.2](https://community.atlassian.com/t5/Confluence-questions/XSRF-check-failed-after-pasting-license-key-on-6-1-2/qaq-p/742478)

Hoping for good news,

Ann


author: gurhanis
body: Hi Ann, [@AnnWorley](/t5/user/viewprofilepage/user-id/502040)

Actually I'm really sick of it. It costs 10$ to get a new license key but I gave my much more time if you compare with that price. Plus I've tried all combinations that you have shared with me.

You say the code is working on your test-system but it doesn't matter for me because the code is not working in my real page. I also showed you with the screen shots.

* Please check that your Base URL matches the URL you use in the browser. **(Tried it, result is the same)**
* I don't use proxy.

Can you read our case again please?

*"We had a minor issue while we are setting-up the confluence system to our internal server; **At first place it was not installed correctly** , So we had to reinstall it all over again. I was asked for a license key, but server ID was not the same as for the first installation. I used evaluation key for this installation which will only work for 90 days, we need to get license key for new server ID. We already made the payment for 1 server as you can see from the purchase history." [Feb 15, 2018](https://community.atlassian.com/t5/Confluence-questions/Server-Install-Problem/qaq-p/729079)*

The problem caused by the SERVER-ID maybe, It might be a reason why the system doesn't accept the license key.

Waiting your earliest response.


author: gurhanis
body: [@AnnWorley](/t5/user/viewprofilepage/user-id/502040)

I have purchased a new license key 2 min ago but it doesn't working as well?

Please see the screen-shot. My purchase number was; SEN-11552619

There is an insane problem here. If it doesn't going to work, I want my refund.![Screen Shot 2018-03-21 at 21.36.17.png](https://community.atlassian.com/t5/image/serverpage/image-id/17646iAF28DD5067761FC4/image-size/large?v=v2&px=999 "Screen Shot 2018-03-21 at 21.36.17.png")


author: AnnWorley
body: Hi Gurhan,

My test instance has a different server ID than your instance, so it seems like that should not be an issue. I have been assured many times that our licenses are not limited by server ID.

I understand this is a frustrating issue and is holding up your work. I opened a ticket for you requesting the sales team to generate a new license key so we can try that, just in case.

Please watch for an email from our support portal.

Thanks,

Ann


author: AnnWorley
body: I will move your ticket to the Confluence technical support queue so we can see your full logs and configuration files.


author: gurhanis
body: Hi Ann [@AnnWorley](/t5/user/viewprofilepage/user-id/502040)

Thanks for your prompt reply. It's not about the license key because I have purchased the new one as I mentioned. There won't be any difference if the sales team will give me a brand-new license key.

The problem is in another vertical, it's technical as you mentioned. I purchased the new license-key not to struggle anymore because I need to use the documentation page tomorrow for a business purpose.

The funny thing is I have 2 license key but can not use both of them :)


author: AnnWorley
body: Just following up to make sure: did you get the email from the support portal?


author: gurhanis
body: Thanks for the follow-up Ann, yes they sent me a transactional email with a referance number #CSP-225120 confirmation.

![Screen Shot 2018-03-22 at 00.09.58.png](https://community.atlassian.com/t5/image/serverpage/image-id/17667i8938F5B0FDD7E0F4/image-size/large?v=v2&px=999 "Screen Shot 2018-03-22 at 00.09.58.png")


author: Nic Brough -Adaptavist-
body: Go to your my.atlassian account and get the key from there.

comments: author: gurhanis
body: sure we get the key from there but the point is we already used that key id while we are installing it to the server, when we realized that the setting-up session was not successful we had to re-install again with a different server ID so the system asked for a new License Key.


author: Nic Brough -Adaptavist-
body: The key in your account will work.


author: gurhanis
body: okay, let me try it. thanks for your time.


author: gurhanis
body: hi [@Nic Brough -Adaptavist-](/t5/user/viewprofilepage/user-id/781454) the system doesn't allow me to use the existing license key. I have attached the screenshots below. The system is still working with the EVALUATION LICENSE, why is that? Also can you give the confluence support direct email adress please? Thanks. ![Screen Shot 2018-02-19 at 18.11.08.png](https://community.atlassian.com/t5/image/serverpage/image-id/15296iE9A63D0590BF15D1/image-size/large?v=v2&px=999 "Screen Shot 2018-02-19 at 18.11.08.png")![Screen Shot 2018-02-19 at 18.12.25.png](https://community.atlassian.com/t5/image/serverpage/image-id/15297iE4A5975EA00B224F/image-size/large?v=v2&px=999 "Screen Shot 2018-02-19 at 18.12.25.png")


author: Nic Brough -Adaptavist-
body: I can't see what's wrong there, or why you are not pasting your licence in.

But as you're stuck, and I can't see it, try <https://support.atlassian.com/contact>