Bug 6399

PB 2019 R2 now requires daily license reactivation 20 April, 2021

Don Olliver
07 April, 2021
Product: PowerBuilder Category: License
Version: 2019 R2 Build: 2353
Classification: Publishing: Public
Priority: P2
Status: Analyzing Reason:
Communication Status: Waiting for Customer
Kacie Chen @Appeon 20 April, 2021
#15
Hi Don,

Thanks for the files!
We checked and found that in the PB2019-after opening pb2019 r2.zip, the machine info are lost, for the rest files, the machine info recorded are the same. There are two possible reasons that the machine info will be lost.

1. The PB2019.lic has been deleted/damaged by other software (anti-virus, etc.)
2. The PB2019.lic has been deleted/damaged by PB itself.

To confirm whether it is because of #1 or #2, 
a. after successfully activating the license, back up the license (A).
b. at that specific time, before opening PB, check and see if the PB2019.lic exists and it is like file (A) instead of PB2019-after opening pb2019 r2.zip, 
  -if so, open PB immediately and if the issue exists, and the PB2019.lic now is like 'PB2019-after opening pb2019 r2.zip', it should be a PB issue. 
  -if the PB2019.lic doesn't exists or it is like PB2019-after opening pb2019 r2.zip, it should be that the anti-virus software or firewall, etc. that is deleting/destroying the license file.

Any problems please let me know.

Thanks,
Kacie
Don Olliver 19 April, 2021
#14
PB2019.Activation.zip (6KB)

(In reply to Kacie Chen @Appeon from comment #13)
Hi Don,

Thanks for the files. Maybe I did not say it clearly before, 

1. after PB is activated successfully, backup the PB2019.lic.
2. after the issue occurs, do not do the activation, go to the folder
(C:\ProgramData\Appeon\syslic\yourusername) directly and compare the
PB2019.lic with the backup one or send them for us to check. Thanks in
advance.

BTW, maybe you can disable CrowdStrike at that specific time and see if the
issue is resolved?

Thanks,
Kacie
Hi Kacie, The attached archive includes 3 zip files. Please let me know the results of your analysis. PB2019-before opening pb2019 r2.zip – backed up PB2019.lic before opening PB2019 and getting activation message PB2019-after opening pb2019 r2.zip – backed up PB2019.lic file after opening PB2019 and NOT activating. PB2019-before opening pb2019.zip – restored this PB2019.lic file from last week and PB2019 opened without activation message. Unfortunately, CrowdStrike cannot be disabled without Corporate IT involvement. If your analysis points to it being a potential suspect, I will ask them to temporarily turn it off. Regards, Don
Kacie Chen @Appeon 14 April, 2021
#13
Hi Don,

Thanks for the files. Maybe I did not say it clearly before, 

1. after PB is activated successfully, backup the PB2019.lic.
2. after the issue occurs, do not do the activation, go to the folder (C:\ProgramData\Appeon\syslic\yourusername) directly and compare the PB2019.lic with the backup one or send them for us to check. Thanks in advance.

BTW, maybe you can disable CrowdStrike at that specific time and see if the issue is resolved?

Thanks,
Kacie
Don Olliver 14 April, 2021
#12
PB2019.license.compare.zip (3KB)

(In reply to Kacie Chen @Appeon from comment #11)
Hi Don,

Thanks for the update!
Does PB 2017 also have this issue? 
From #3, it seems that the license info recorded has been removed/damaged at
a certain time. 
Please check whether there is anti-virus software or firewall, etc. that is
deleting/destroying the license file under
C:\ProgramData\Appeon\syslic\yourusername at the specific time. 
You can backup the PB2019.lic in this folder when PB is activated
successfully and then compare it with the one after the issue occurs or you
can send them for us to check.  

Thanks,
Kacie
Hi Kacie, It doesn't appear that PB 2017 has this problem. I have attached license files before and after activation for your analysis. CrowdStrike is our antivirus software, and is definitely a suspect. It was installed on 4/1. Regards, Don
Kacie Chen @Appeon 11 April, 2021
#11
Hi Don,

Thanks for the update!
Does PB 2017 also have this issue? 
From #3, it seems that the license info recorded has been removed/damaged at a certain time. 
Please check whether there is anti-virus software or firewall, etc. that is deleting/destroying the license file under C:\ProgramData\Appeon\syslic\yourusername at the specific time. 
You can backup the PB2019.lic in this folder when PB is activated successfully and then compare it with the one after the issue occurs or you can send them for us to check.  

Thanks,
Kacie
Don Olliver 09 April, 2021
#10
(In reply to Kacie Chen @Appeon from comment #9)
Hi Don,

This is weird, if you uncheck 'Sign out on exit' and don't sign out the
license on the website, it won't require you to activate it again. 
We have the following questions for you:
1. Does it happen every time you reopen PB or it happens randomly?
 
2. You said that 'one of my colleagues opened PB', is it on the same machine
which you have unchecked 'Sign out on exit'? Is there a chance you use the
same account on different machines? This might cause the issue. 

3. In the Activation message, after you click Activate, in the login page,
will it remember the credentials or you need to type your credentials again?

Thanks,
Kacie
Hi Kacie, 1. It happens once a day in the mornings. 2. My colleague opened PB on the same machine. We do not use this account on other servers, but occasionally we do run PB 2017 R3 build 1915 on the same machine as PB 2019. PB 2017 uses the same credentials and is also set to 'Sign out on exit'. 3. After clicking Activate, we must re-enter credentials. The user and password fields are blank. Regards, Don
Kacie Chen @Appeon 09 April, 2021
#9
Hi Don,

This is weird, if you uncheck 'Sign out on exit' and don't sign out the license on the website, it won't require you to activate it again. 
We have the following questions for you:
1. Does it happen every time you reopen PB or it happens randomly?
 
2. You said that 'one of my colleagues opened PB', is it on the same machine which you have unchecked 'Sign out on exit'? Is there a chance you use the same account on different machines? This might cause the issue. 

3. In the Activation message, after you click Activate, in the login page, will it remember the credentials or you need to type your credentials again?

Thanks,
Kacie
Don Olliver 08 April, 2021
#8
(In reply to Don Olliver from comment #7)
PB2019.Activate.png (21KB)

(In reply to Kacie Chen @Appeon from comment #6)
Hi Don,

We have two questions about this issue:
1. You mentioned that PB requires daily license reactivation, are there any
error message of it? Can you show us the error?

2. When PowerGen auto-compile your EXE, will it launch PB automatically or
PB is always open?

Since we don't know the cause of this issue, can you try the following:
1. Uncheck 'Sign out on exit' in the Login/Signout settings and see if it
works.
2. If the above doesn't work, and you are not using VM, you can try using
the Offline license. 
To use the Offline license, you should follow the steps below to assign an
offline license to your account first:
1. Unassign the current online license
2. Assign an offline license to your account
3. Follow the link here to activate the offline license
https://docs.appeon.com/pb2019/appeon_license_user_guide/ch03s02.
html#activating_with_an_offline_license

Any problems please let us know.

Thanks,
Kacie
Hi Kacie, 1. No error is displayed. When opening PB, we receive the Activation message - see attached. 2. PB is not open when PowerGen compiles the build. 3. I have unchecked 'Sign out on exit'. We will see if the automated build runs tonight. 4. The server we use for compiling is a VM, so using the Offline license approach is not an option. Regards, Don
Hi Kacie, An hour after posting this, one of my colleagues opened PB and it requested activation. So it appears unchecking 'Sign out on exit' has no effect on the app requesting activation. Logging out should trigger requesting login credentials when PB is reopened, not a request to reactivate the license. Regards, Don
Don Olliver 08 April, 2021
#7
PB2019.Activate.png (21KB)

(In reply to Kacie Chen @Appeon from comment #6)
Hi Don,

We have two questions about this issue:
1. You mentioned that PB requires daily license reactivation, are there any
error message of it? Can you show us the error?

2. When PowerGen auto-compile your EXE, will it launch PB automatically or
PB is always open?

Since we don't know the cause of this issue, can you try the following:
1. Uncheck 'Sign out on exit' in the Login/Signout settings and see if it
works.
2. If the above doesn't work, and you are not using VM, you can try using
the Offline license. 
To use the Offline license, you should follow the steps below to assign an
offline license to your account first:
1. Unassign the current online license
2. Assign an offline license to your account
3. Follow the link here to activate the offline license
https://docs.appeon.com/pb2019/appeon_license_user_guide/ch03s02.
html#activating_with_an_offline_license

Any problems please let us know.

Thanks,
Kacie
Hi Kacie, 1. No error is displayed. When opening PB, we receive the Activation message - see attached. 2. PB is not open when PowerGen compiles the build. 3. I have unchecked 'Sign out on exit'. We will see if the automated build runs tonight. 4. The server we use for compiling is a VM, so using the Offline license approach is not an option. Regards, Don
Kacie Chen @Appeon 07 April, 2021
#6
Hi Don,

We have two questions about this issue:
1. You mentioned that PB requires daily license reactivation, are there any error message of it? Can you show us the error?

2. When PowerGen auto-compile your EXE, will it launch PB automatically or PB is always open?

Since we don't know the cause of this issue, can you try the following:
1. Uncheck 'Sign out on exit' in the Login/Signout settings and see if it works.
2. If the above doesn't work, and you are not using VM, you can try using the Offline license. 
To use the Offline license, you should follow the steps below to assign an offline license to your account first:
1. Unassign the current online license
2. Assign an offline license to your account
3. Follow the link here to activate the offline license https://docs.appeon.com/pb2019/appeon_license_user_guide/ch03s02.html#activating_with_an_offline_license

Any problems please let us know.

Thanks,
Kacie
Don Olliver 07 April, 2021
#5
(In reply to Chris Pollach @Appeon from comment #4)
Hi Don;
 
  I wonder why PowerGen is not set-up to use the PBC instead? Food for
thought. 

  Thank you for the User Account information! I will now transfer this
ticket over to the License Team for their review of this account's status
and also to check in the License Server for any non-compliant messages
around this IDE login.

Regards ... Chris
Thank you Chris! Don
Chris Pollach @Appeon 07 April, 2021
#4
Hi Don;
 
  I wonder why PowerGen is not set-up to use the PBC instead? Food for thought. 

  Thank you for the User Account information! I will now transfer this ticket over to the License Team for their review of this account's status and also to check in the License Server for any non-compliant messages around this IDE login.

Regards ... Chris
Don Olliver 07 April, 2021
#3
PB2019.UserAccount.png (6KB)

(In reply to Chris Pollach @Appeon from comment #2)
Hi Don;

  There should be no activation necessary if you are using the PBC external
compiler utility that comes with the PB IDE installation.

  Are you trying to use a 2nd instance of the IDE on the build machine? 

Regards ... Chris
Hi Chris, We run PowerGen nightly to compile our EXE, and have had no issues running it with PB 2019 R2 until this week. A screenshot of our User Account is attached. Regards, Don
Chris Pollach @Appeon 07 April, 2021
#2
Hi Don;

  There should be no activation necessary if you are using the PBC external compiler utility that comes with the PB IDE installation.

  Are you trying to use a 2nd instance of the IDE on the build machine? 

Regards ... Chris
Don Olliver 07 April, 2021
#1
PB2019_license.png (11KB)

Starting this week, our nightly automated compile of a PB 2019 R2 application fails because PB is now requiring daily reactivation of the license. It is still in force (see attached). Any ideas why this would suddenly begin occurring?

Regards,
Don Olliver
OS:
Windows Server 2016
Platform:
64-bit
Database Type:
SAP SQL Anywhere
Database Version:
SQL Anywhere 16