What to do when I get an error when licence information is being updated?

There could be several error messages that you can encounter when licence information cannot be updated automatically. Below you can find 3 most common errors, causes, and solutions for them.

 

1. If you get a message: "The SuperOffice licence service is temporary unavailable. Please try again later. If the problem persists, please contact SuperOffice." 

Most of the time error is caused by the company's computer network configuration (firewall, proxy server, antivirus). The server where SuperOffice is installed has needs to access the SuperOffice licence system on the internet. To test if the server can access the SuperOffice licence system copy and paste this link: http://license.superoffice.com/LicenseSvc/LicenseService.svc into the browser on the SuperOffice server. You should see a successful service response (as in the screenshot attached to this FAQ). 

The solution, in this case, is to add a firewall exception for the host name license.superoffice.com/ on TCP port 80 (HTTP). This will make sure the licence activation process runs smoothly. Contact your IT responsible for this task.

 

2. If you get a message: "There is a problem with your licence . Please contact SuperOffice support"

The solution, in this case, is to try to update licence manually or Contact SuperOffice support to get help. 

 

3. If you get an error: "Licence not found". 

Most of the time error appears because customers change their company's name (in CRM on your company's main card) or upgraded system without having maintenance agreement. As a result information in customer's SuperOffice is different from what we have in the SuperOffice licence system.

The solution, in this case, is to try to update licence manually or Contact SuperOffice support to get help. 

 

More information

To learn best practices of setting up firewall and proxy read SuperOffice technical documentation:

• Deploy SuperOffice securely onsite

• Network and Firewall Configuration