Installation and Technical Issues

[jimnichols]

We have a separeate site license for one of our previous companies who is use MAS as read-only as they've transitioned to a new system.    Recently they are no longer able to get into MAs500 because of a licensing issue.   They are getting a mesasge stating "your sage Mas500 is not registered or the registration has expired'.    Their license is current with Sage and that has been confirmed.   We go into SM, Maintain Site and the Registration Request message will not generate when clicking on Manual Registration.   When doing so, we continue to get the No licenses issue in the Reigstration Log.      I've been through the KB and looked at the tsmSiteInfo table, but nothing we do seems to prompt the system to allow registration.   Our reseller opened a case with Sage and Sage says it isn't a technical issue.    O.k.   Not sure what that means.    Anybody out there have a 'non-technical' direction for us to take?  Thanks.      

[LouDavis]

If you are not getting a registration request when selecting manual..does MAS 500 display anything in the Registration Log?  If not try running a detailed SQL trace to see if an error is occurring that may not be getting logged.

[jimnichols]

I ran a sql trace.    there are no errors other than the one I see in the UI, 'An error occurred retrieving the license information.  Please view the Registration Log for details.'     That error states the product isn't licensed.   The query that being run is executing spsmGetRegInfoFromDB.   

[LouDavis]

Based on what you posted, it sounds like the registration information you have entered isn't current in MAS 500 Registration service..or you do not have the MAS 500 database utilities installed on the server.  First verify the database utilities are installed for the version of MAS 500 you are using.  Once this is done, verify the registration information entered is correct.  Then try doing an internet registration to see if a different registration result occurs.  If the same (not licensed response), I would suggest calling client care to determine what the problem is on their end and why it shows you as not licensed. 

If you get some other registration response message other than not licensed such as cannot connect to the registration service, then it is a technical issue and MAS 500 technical support should be able to assist..

[jimnichols]

Thanks for the help.  i think you might be on to something.   support says we're covered.   I'm not getting good answers, althought I'm dealing with them indirectly via my reseller.   At any rate, this db is on different version then our main company's db.    The one with the issue is 7.05 and we're on 7.3 .    i suspect that whatever does the utility was wiped when we upgraded our main db to v 7.3 and no longer working for the 7.05 db.

[LouDavis]

Yes it could be a versioning problem since Sage has you set up for 7.3 now.  I don't believe the licensing works for older versions, but Sage should be able to clarify that quickly for you.. 

[jimnichols]

Not quite sure why Sage is giving our reseller the response of 'it's not a technical issue'.    I feel stuck now, so I decided that maaybe since this is probably a version issues, I'd just upgrade this db from v 7.05 to v7.3    I created a copy of the live db and started the db upgrade utility.   It won't let me proceed :   'An error occured reading Sge Mas500 license information from the database'.    

[JohnHanrahan]

install the 7.05 tool set.  Use the dbsync utility to send the license request.  Next (if that doesn't work) I would get on the phone with your reseller and Sage (at same time).  When they say not a technical issue I'd get clarification.  If unsatisfied ask to speak with the manager. 

Plan two might be to install sql express on another machine.  Put db there.  Install 7.05 db utlities and try it from there. 

Good luck.

[jnoll]

Is this a 64 bit server you on now? It may have the wrong LicReg.dll or the wrong path to the file.

It may also be something as simple as your account has an issue in Sage's License Database. I would call Sage Support as a starting point, especially if the other database is working properly.

A couple of Knowledge Base technical documents for you to review.

http://www.sagesoftwareonline.com/sw_attach/kdb.asp?isresolutionconceptid=624

http://www.sagesoftwareonline.com/sw_attach/kdb.asp?isresolutionconceptid=454827

http://www.sagesoftwareonline.com/sw_attach/kdb.asp?isresolutionconceptid=497495

http://www.sagesoftwareonline.com/sw_attach/kdb.asp?isresolutionconceptid=494345

[Jima]

We've had this issue when moving to new server hardware. In fact, it happens every time we do this. Have you moved servers?

In the end Sage has to do something to the database on their backend to allow registration to successfully occur, but it usually takes talking to several people for this to happen. So far we have experienced it 3 times.