Return
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Title
Core failed to contact license portal - String reference not set to an instance of a string -
Description
Core fails to contact the license portal - You may see this error in the GUI - "String reference not set to an instance of a string" -
Some agent names may be "NULL" in the core console.
Stack trace
Replay.Core.Contracts.Licensing.PhoneHomeFailedException: Communication with the license portal failed due to an error. Please contact support. ---> System.ArgumentNullException: String reference not set to an instance of a String.Parameter name: sat System.DateTimeParse.Parse(String s, DateTimeFormatInfo dtfi, DateTimeStyles styles)at Replay.Core.Implementation.Licensing.LicenseService.GetAgentPhoneHomeData(IAgent agent)at System.Linq.Enumerable.WhereSelectArrayIterator2.MoveNext()at System.Linq.Buffer1..ctor(IEnumerable1 source)at System.Linq.Enumerable.ToArray[TSource](IEnumerable1 source)at Replay.Core.Implementation.Licensing.LicenseService.PhoneHome()--- End of inner exception stack trace --- -
Cause
There are errors in the registry of the core. These errors are causing the communication between the core and license portal to fail. -
Resolution
open the registry on the core.
navigate to the folder key HKEY_LOCAL_MACHINE\SOFTWARE\AppRecovery\Core\Agents and expand the Agents folder
click on each agent ID in the agents folder, when you do, look to the right window pane. The values will be displayed. The agents that are causing the portal connection to fail will be missing some values.
When you find these entries that are incomplete. you'll need to delete them. Before doing that ensure that you have the IP address or hostname and user and password credentials.
- Stop the Core Service.
- Right click and delete the previously identified incomplete keys.
- Start the Core Service.
- Add the machines to protection that were just deleted from the Core registry.