Unable to Register New SSPR 4.2 Appliance

I'm trying to set up a new SSPR 4.2 appliance that will replace an older appliance. After deploying the new appliance, I'm unable to register it with Customer Center to search for and apply online updates. When I try registering it with customer center, I receive the following message screen (sorry, it's a screenshot, I can't seem to copy and paste the text):



I first had this problem when I tried deploying the 4.2 appliance a few weeks ago and eventually concluded that something must be up with Customer Center, and that I should wait until after the holidays for everything to be sorted out. I tried it again today though, and have the same problem. I've called and talked to someone in the product activation department in Micro Focus to verify that everything is set up properly with our entitlements in Customer Center, and I'm told that it is. They can't do any troubleshooting or provide any help with failed registrations beyond that point.

I've double checked the md5sum of the OVA download to make sure that nothing is corrupted. I've also checked that nothing is being blocked by our firewall, and even opened all outgoing traffic from the VM, just for good measure.
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  • Using Firefox instead of Chrome, I was able to copy and paste the error message. I've included it below, with our registration key blanked out:

    There was a registration failure the following error was returned: Generating new credentials.
    Credential file created: 7adeb10776154b0083b356a2199abb57
    Execute command: /usr/bin/zypper --non-interactive ref --service
    Execute command exit(0): There are no enabled services defined.
    Use 'zypper addservice' or 'zypper modifyservice' commands to add or enable services.
    Execute command result: Warning: There are no enabled repositories defined.
    Use 'zypper addrepo' or 'zypper modifyrepo' commands to add or enable repositories.
    GUID:7adeb10776154b0083b356a2199abb57
    Execute command: /usr/bin/zypper --no-refresh --quiet --xmlout --non-interactive products --installed-only
    Execute command exit(0):
    Execute command result: <?xml version='1.0'?>
    <stream>
    <product-list>
    <product name="Self-Service Password Reset" version="4.2.0" release="" epoch="0" arch="x86_64" vendor="Micro Focus International plc" summary="Self-Service Password Reset" repo="@System" productline="sspr" registerrelease="" shortname="SSPR" flavor="" isbase="true" installed="true"><endoflife time_t="0" text="0"/><registerflavor/><description>SSPR Description Goes Here</description></product>
    </product-list>
    </stream>
    product_hander: $VAR1 = {
    'EPOCH' => '0',
    'INSTALLED' => 'true',
    'SHORTNAME' => 'SSPR',
    'REPO' => '@System',
    'REGISTERRELEASE' => '',
    'VERSION' => '4.2.0',
    'VENDOR' => 'Micro Focus International plc',
    'ISBASE' => 'true',
    'FLAVOR' => '',
    'DESCRIPTION' => 'SSPR Description Goes Here',
    'SUMMARY' => 'Self-Service Password Reset',
    'ARCH' => 'x86_64',
    'PRODUCTLINE' => 'sspr',
    'RELEASE' => '',
    'NAME' => 'Self-Service Password Reset'
    };


    installed products: $VAR1 = [
    [
    'Self-Service Password Reset',
    '4.2.0',
    '',
    'x86_64'
    ]
    ];


    Execute command: /usr/bin/lscpu
    Execute command exit(0):
    Execute command result: Architecture: x86_64
    CPU op-mode(s): 32-bit, 64-bit
    Byte Order: Little Endian
    CPU(s): 1
    On-line CPU(s) list: 0
    Thread(s) per core: 1
    Core(s) per socket: 1
    Socket(s): 1
    NUMA node(s): 1
    Vendor ID: GenuineIntel
    CPU family: 6
    Model: 63
    Model name: Intel(R) Xeon(R) CPU E5-2667 v3 @ 3.20GHz
    Stepping: 0
    CPU MHz: 3199.997
    BogoMIPS: 6399.99
    Hypervisor vendor: VMware
    Virtualization type: full
    L1d cache: 32K
    L1i cache: 32K
    L2 cache: 256K
    L3 cache: 20480K
    NUMA node0 CPU(s): 0
    Flags: fpu vme de pse tsc msr pae mce cx8 apic sep mtrr pge mca cmov pat pse36 clflush dts mmx fxsr sse sse2 ss syscall nx pdpe1gb rdtscp lm constant_tsc arch_perfmon pebs bts nopl xtopology tsc_reliable nonstop_tsc pni pclmulqdq ssse3 fma cx16 pcid sse4_1 sse4_2 x2apic movbe popcnt aes xsave avx f16c rdrand hypervisor lahf_lm arat fsgsbase smep
    Execute command: /usr/bin/zypper --non-interactive targetos
    Execute command exit(0):
    Execute command result: sle-12-x86_64
    list-parameters: 0
    xml-output: 0
    no-optional: 0
    batch: 0
    forcereg: 0
    no-hw-data: 0
    log: /var/opt/novell/va/logs/suse_register.log
    locale: undef
    no-proxy: 0
    yastcall: 0
    arg: $VAR1 = {
    'ostarget' => {
    'value' => 'sle-12-x86_64',
    'kind' => 'mandatory',
    'description' => 'Target operating system identifier',
    'flag' => 'i'
    },
    'processor' => {
    'value' => 'x86_64',
    'flag' => 'i',
    'description' => 'Processor type',
    'kind' => 'mandatory'
    },
    'email' => {
    'value' => 'calvertc@waterloo.k12.wi.us',
    'kind' => 'mandatory',
    'flag' => 'i'
    },
    'timezone' => {
    'flag' => 'i',
    'kind' => 'mandatory',
    'description' => 'Timezone',
    'value' => 'America/Chicago'
    },
    'platform' => {
    'kind' => 'mandatory',
    'description' => 'Hardware platform type',
    'flag' => 'i',
    'value' => 'x86_64'
    },
    'regcode-sspr' => {
    'kind' => 'mandatory',
    'flag' => 'i',
    'value' => 'XXXXXXXXXXXXXX'
    }
    };


    extra-curl-option:$VAR1 = [];


    URL: https://secure-www.novell.com/center/regsvc/
    listParams: command=listparams
    register: command=register
    lang: en-US
    initialDomain: .novell.com
    SEND DATA to URI: secure-www.novell.com/.../
  • Silly note: that last bit of XML looks truncated. Maybe my view of the
    forum did that, but do you have the rest?

    Everything looks fine to me, not that I know anything about this. Usually
    the product activation folks fix anything weird, but now I wonder if their
    side may think all is well and then something is borked down the line
    where they cannot see it. Let me try nagging some folks internally to see
    what else can be done.


    --
    Good luck.

    If you find this post helpful and are logged into the web interface,
    show your appreciation and click on the star below.

    If you want to send me a private message, please let me know in the
    forum as I do not use the web interface often.
  • That was all that made it through to the web interface, but I dug around in the VM and found something more complete in /var/opt/novell/va/logs/suse_register.log. The log was to large to post in-message, so I have (I think) attached it, with the registration codes X'ed out. The bit at the end really does make me question whether there might be an issue with the code that I'm getting from Customer Center after all.

  • You should have a new code by now, and perhaps an e-mail even telling you
    about it. If not, go download it anyway and see if that help with the
    registration. Please let us know either way.

    I am told that one step for the future (when working with Micro Focus
    directly anyway) is to get an appliance config file; the process is
    documented, but is basically the following:

    From Appliance Management Console, click the support tile, then download
    and save the configuration file and send it.

    While I do not know for sure, this may have sensitive information, which
    is the reason to do that primarily with Micro Focus directly, or at least
    not out here in the public area.

    --
    Good luck.

    If you find this post helpful and are logged into the web interface,
    show your appreciation and click on the star below.

    If you want to send me a private message, please let me know in the
    forum as I do not use the web interface often.
  • I do see the new code in Customer Center, but seem to have the same issue with it as with the existing code.

    My problem isn't with the SSPR application itself, but with registering the SSPR Appliance for online updates. According to the documentation, I should be able to register the SSPR appliance to receive online updates using the key found in Customer Center.
    https://www.netiq.com/documentation/self-service-password-reset-42/sspr-adminguide/data/onlineupdate.html

    Although the online update registration on the 4.1 appliance that I'm migrating off of seems to be similarly broken at the moment, I'm quite confident that it was working at one time and that I remember performing updates to it. That old appliance is running SSPR Version v4.1.0.6 b412 r39267, so it has obviously been updated since originally being deployed.

    I've tried setting up both fresh 4.1 and 4.2 appliances on VMware Workstation on my computer, running through NAT from my IP address, to make doubly sure that there couldn't be anything with our firewall that might interfere, but I've had the same result. I've downloaded the files to deploy both the 4.1 and 4.2 appliances directly from Customer Center and verified the md5sums, so it can't be a problem with a difference between the eval software on dl.netiq.com as opposed to what is in Customer Center or with corrupted downloads.

    For whatever it is worth, transferring the appliance config file over to the new 4.2 appliance works flawlessly, it is just that the system can't be upgraded to Update 1 or Update 2 (to the best of my understanding) without the appliance being registered with Customer Center.
  • Hey Cory,

    I just spun up a brand new 4.2 appliance. I went into the customer center I see three keys listed. I tried the first one and I got the same error you did. But when I tried the second code, it all worked just fine and I immediately got a bunch of updates.
    I'm guessing your code is bad for some reason? I'm not sure why I have three keys. Two of them are listed as "NetIQ Self Service Password Reset Key" and the other one is "Self Service Password Reset Key" The NetIQ key is what worked for me.


    Matt
  • Hmm... Both my old key and the new one that was just generated are labeled "Self Service Password Reset Key". I see both "Self Service Password Reset 4.1" and "NetIQ Self Service Password Reset 4.2" as products in Customer Center. Both of my product keys are showing up under the newer "NetIQ Self Service Password Reset 4.2" product, despite lacking "NetIQ" in their description.
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  • Hmm... Both my old key and the new one that was just generated are labeled "Self Service Password Reset Key". I see both "Self Service Password Reset 4.1" and "NetIQ Self Service Password Reset 4.2" as products in Customer Center. Both of my product keys are showing up under the newer "NetIQ Self Service Password Reset 4.2" product, despite lacking "NetIQ" in their description.
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