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Problem with activation on new cloud server
Question asked by Chris Bertelli - 1/15/2025 at 3:09 PM
Unanswered
I was trying to migrate Smartermail to an AWS EC2 server, so I can retire my old physical rack-mounted server once and for all.  This seems possible based on documentation, but I hit a snag at the activation step, where it fails and says to contact the sales department.  Self diagnostic yields the following ominous results:
Internet Connectivity
Passed resolve yahoo.com
Passed http to yahoo.com
Passed resolve google.com
Passed http to google.com
Failed https to activation page
Failed http to activation page
Product Checks
Passed Connection to SmarterMail Service
Failed Product Activated?

I have an older version, 11.x, but it works fine for my very modest needs.  It activated easily and always worked well on my physical server.  I read a note in documentation about how older versions can't activate lately because they don't support TLS 1.2, but wasn't sure if that was the problem since http (non-encrypted) connection to the activation page also fails.  If that was the problem, is there a work-around?

I also checked the obvious stuff:  FIPS is disabled.  Windows firewall has default settings allowing outbound connections not explicitly forbidden.  AWS has its own sort of firewall utility by the name of "security groups", and all the security groups on my server have a default outbound rule allowing all traffic, all protocols, from all ports to anywhere, so that wouldn't seem to be the problem.  And smartermail seems to be able to connect to yahoo and google OK.

I would appreciate any advice on how to troubleshoot or what to try next.

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Tony Scholz Replied
Employee Post
Hello Chris, 

There is a "Licensing" log that you can review to get more details. The entry should look like the example below with a stack trace or other error. 

[2025.01.16] 00:03:41.985 Daily activation check started.
[2025.01.16] 00:31:33.293 License operation 'ActivationQuery' occured.
[2025.01.16] Result=Success
[2025.01.16] AuthEmail=xxxxxx@xxxxxx.com
[2025.01.16] AuthPassword=****HIDDEN****
[2025.01.16] LicenseKey=**********************5F4E5-A4CF7B
[2025.01.16] MasterProductName=SMARTERMAIL
[2025.01.16] ProductVersion=100.0.9124
[2025.01.16] MachineName=SUP-ATESTLZ
[2025.01.16] IsReactivation=True

This is located with the other logs by going to Manage -> Troubleshooting -> View Logs and adjusting the log type to be Licensing

You can also do a test to make sure you can reach our activation servers 
Thank you
~Tony
Tony Scholz System/Network Administrator SmarterTools Inc. www.smartertools.com

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