License Portal troubleshooting guide (4371019)

License Portal troubleshooting guide

The Rapid Recovery Core will try to contact the License Portal on an hourly basis. If it fails to do so, it has up to 72 hours to communicate with the portal again before the protected machines change to trial mode. 

Once the protected machines are in trial mode, it has another 7 days before the trial expires, at which point the protected machines won't be able to take backups until they communicate with the License Portal again, the rest of the tasks like restore, exports, archive, they continue to work.

• No internet access
• Antivirus and/or Firewall
• VPN
• Proxy
• Registry problems
• TLS 1.2 disable

First and foremost follow these steps

• Make sure the server can reach https://www.licenseportal.com or https://rapidrecovery.licenseportal.com
• The required ports are open in the firewall as recommended in the KB article Default ports used by AppAssure and Rapid Recovery
• The Antivirus exclusions are in place for the Core following KB article Best Practices enabling Anti-virus Exclusions

If the problem persists the following KB articles contain information on how to troubleshoot different aspects of the Rapid Recovery License Portal.

• Browser pop-up blocker enabled
• Certificate problem
• Proxy enabled
• Product defects
  • Core version 6.3 defect RR-109129 Core does not contact the License Portal if QorePortal is enabled
  • Core version 6.3 defect RR-109552 Core does not contact the License Portal automatically
• Registry problem "String reference not set to an instance of a string"
• Missing registry key within one or more agents