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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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Absent Member.
Absent Member.

Re: Unable to Register New SSPR 4.2 Appliance

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: https://secure-www.novell.com/center/regsvc/?command=listproducts〈=en-US&version=1.0:




Hostname was NOT found in DNS cache
Trying 130.57.66.5...
Connected to secure-www.novell.com (130.57.66.5) port 443 (#0)
successfully set certificate verify locations:
CAfile: none
CApath: /etc/ssl/certs/
SSLv3, TLS handshake, Client hello (1):
SSLv3, TLS handshake, Server hello (2):
SSLv3, TLS handshake, CERT (11):
SSLv3, TLS handshake, Server finished (14):
SSLv3, TLS handshake, Client key exchange (16):
SSLv3, TLS change cipher, Client hello (1):
SSLv3, TLS handshake, Finished (20):
SSLv3, TLS change cipher, Client hello (1):
SSLv3, TLS handshake, Finished (20):
SSL connection using TLSv1.2 / AES256-SHA256
Server certificate:
subject: C=US; L=Provo; ST=Utah; O=Novell, Inc.; CN=*.novell.com
start date: 2015-02-23 00:00:00 GMT
expire date: 2018-05-31 12:00:00 GMT
subjectAltName: secure-www.novell.com matched
issuer: C=US; O=DigiCert Inc; OU=www.digicert.com; CN=DigiCert SHA2 High Assurance Server CA
SSL certificate verify ok.
upload completely sent off: 1 out of 1 bytes
Server Apache/2.2.12 (Linux/SUSE) is not blacklisted
Connection #0 to host secure-www.novell.com left intact
CODE: 302 MESSAGE: Moved Temporarily


RECEIVED DATA:
HTTP/1.1 302 Moved Temporarily
Date: Mon, 15 Jan 2018 17:09:48 GMT
Server: Apache/2.2.12 (Linux/SUSE)
X-Powered-By: Servlet 2.4; JBoss-4.0.3SP1 (build: CVSTag=JBoss_4_0_3_SP1 date=200510231054)/Tomcat-5.5
Location: https://secure-www.novell.com/center/regsvc-1.0/?command=listproducts〈=en-US&version=1.0
Content-Length: 0
Fill: wwwfill4
Content-Type: text/plain
X-Mag: 6526E5E2EAFA1072;b179ad4a;263241843;usrLkup->0;usrBase->0;getPRBefFind->0;getPRBefFind->0;PRAfterFind->0;swww_root;publicURL->0;swww;RwDis;FF1End->0;FP2->0;WS=47f21c8a;FP4->4;
Set-Cookie: ZNPCQ003-39313700=47f21c8a; Path=/; Domain=.novell.com
Via: 1.1 secure-www.novell.com (Access Gateway-ag-6526E5E2EAFA1072-263241843)
Strict-Transport-Security:max-age=86400
Set-Cookie: lb_novell=NOODEBIJ; Domain=.novell.com; Path=/






SEND DATA to URI: https://secure-www.novell.com/center/regsvc-1.0/?command=listproducts〈=en-US&version=1.0:




Hostname was NOT found in DNS cache
Trying 130.57.66.5...
Connected to secure-www.novell.com (130.57.66.5) port 443 (#1)
successfully set certificate verify locations:
CAfile: none
CApath: /etc/ssl/certs/
SSLv3, TLS handshake, Client hello (1):
SSLv3, TLS handshake, Server hello (2):
SSLv3, TLS handshake, CERT (11):
SSLv3, TLS handshake, Server finished (14):
SSLv3, TLS handshake, Client key exchange (16):
SSLv3, TLS change cipher, Client hello (1):
SSLv3, TLS handshake, Finished (20):
SSLv3, TLS change cipher, Client hello (1):
SSLv3, TLS handshake, Finished (20):
SSL connection using TLSv1.2 / AES256-SHA256
Server certificate:
subject: C=US; L=Provo; ST=Utah; O=Novell, Inc.; CN=*.novell.com
start date: 2015-02-23 00:00:00 GMT
expire date: 2018-05-31 12:00:00 GMT
subjectAltName: secure-www.novell.com matched
issuer: C=US; O=DigiCert Inc; OU=www.digicert.com; CN=DigiCert SHA2 High Assurance Server CA
SSL certificate verify ok.
upload completely sent off: 1 out of 1 bytes
Server Apache/2.2.12 (Linux/SUSE) is not blacklisted
Connection #1 to host secure-www.novell.com left intact
CODE: 200 MESSAGE: OK


RECEIVED DATA:
HTTP/1.1 200 OK
Date: Mon, 15 Jan 2018 17:09:48 GMT
Server: Apache/2.2.12 (Linux/SUSE)
X-Powered-By: Servlet 2.4; JBoss-4.0.3SP1 (build: CVSTag=JBoss_4_0_3_SP1 date=200510231054)/Tomcat-5.5
Fill: wwwfill4
Vary: Accept-Encoding
Content-Type: text/xml;charset=UTF-8
X-Mag: A816300EE4BD0ACF;5faca923;264302827;usrLkup->0;usrBase->0;getPRBefFind->0;getPRBefFind->0;PRAfterFind->0;swww_center_regsvc;publicURL->0;swww;RwDis;FF1End->0;SendSoapStart->0;SendSoapExit->2;EvalII->2;CHd;FP2->2;WS=47f21c8a;FP4->5;
Set-Cookie: ZNPCQ003-39313700=47f21c8a; Path=/; Domain=.novell.com
Via: 1.1 secure-www.novell.com (Access Gateway-ag-A816300EE4BD0ACF-264302827)
Transfer-Encoding: chunked
Strict-Transport-Security:max-age=86400
Set-Cookie: lb_novell=NPODEBIJ; Domain=.novell.com; Path=/




<?xml version="1.0" encoding="UTF-8"?><productlist xmlns="http://www.novell.com/xml/center/regsvc-1_0" lang="en"><product>ATI Video Drivers</product><product>ATI Video Drivers SP2</product><product>ATI Video Drivers SP3</product><product>ATI Video Drivers SP4</product><product>CloudAccess</product><product>Filr3.0</product><product>Groupwise TeamWorks</product><product>JeOS</product><product>NAM_AGA</product><product>NAM_APP</product><product>NETIQ_AG4C</product><product>NETIQ_xAccess</product><product>NOVL_CFA</product><product>NOWS-SBE</product><product>Novell-Open-Enterprise-Server-SP1</product><product>Novell-Open-Enterprise-Server-SP1-migration</product><product>Novell-Open-Enterprise-Server
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Knowledge Partner
Knowledge Partner

Re: Unable to Register New SSPR 4.2 Appliance

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.
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Absent Member.
Absent Member.

Re: Unable to Register New SSPR 4.2 Appliance

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.

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Knowledge Partner
Knowledge Partner

Re: Unable to Register New SSPR 4.2 Appliance

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.
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Absent Member.
Absent Member.

Re: Unable to Register New SSPR 4.2 Appliance

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.
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Trusted Contributor.
Trusted Contributor.

Re: Unable to Register New SSPR 4.2 Appliance

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
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Absent Member.
Absent Member.

Re: Unable to Register New SSPR 4.2 Appliance

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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Absent Member.
Absent Member.

Re: Unable to Register New SSPR 4.2 Appliance

In talking with a support engineer about the problem, it seems that there have been a very small number of customers with similar issues, and that the root cause is still being determined. Someone was, however, able to do something on the back-end to fix my activation keys.

When I set up a new 4.2 appliance in a test environment after they keys had been fixed, I was able to register it with either my original key or my new key that was generated yesterday and see a list of applicable updates. Trying to register a VM that had already been affected with the registration issue previously didn't go so well, but an SSPR configuration is very portable, and it doesn't take long at all to spin up a new appliance, so I'm not out much with that.

I'll try setting up a new appliance in production tomorrow morning and migrating over to it. I think that everything should be working working as designed now. *said while knocking on wood*

I'd like to thank everyone who was involved in getting this figured out. I appreciate it!
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