License server is down!

[Bathory]

Hi, can you help us with the fix? Did you delete the files and restarted the server (EC2/ECS/EKS)?

Yes, did exactly as suggested and it worked.

[arodrigo]

We just followed the steps described in the email. If it doesn't work for you, I recommend contacting support at support@smartfoxserver.com.

[Lapo]

Sorry for the lack of responses here, we have received all your email requests and were busy replying and fixing the server side issue.
The LicenseServer is up and running now, please just restart your SmartFoxServer instances (if you haven't done so already) and if you have any issues send us an email directly to our support@... email box.

There has been an issue with a database certificate that is now fixed. In any case we'll provide all the details here and via email in the next few days.

We are very sorry for the inconvenience and potential downtime. In the next days it will be our highest priority to take the necessary precautions to ensure that similar issues won't happen ever again.

[haplo_3]

Sorry for the lack of responses here, we have received all your email requests and were busy replying and fixing the server side issue.
The LicenseServer is up and running now, please just restart your SmartFoxServer instances (if you haven't done so already) and if you have any issues send us an email directly to our support@... email box.

There has been an issue with a database certificate that is now fixed. In any case we'll provide all the details here and via email in the next few days.

We are very sorry for the inconvenience and potential downtime. In the next days it will be our highest priority to take the necessary precautions to ensure that similar issues won't happen ever again.

We are now at high peak ccu
How long ths retail license will last? Can we do the reset tomorrow?

[mmaestro]

Hello Lapo

Thank you for your answer.
Yes, please provide the detailed ETA.
Please provide the contact phone number or any contact channel for such emergencies. Based on today's experience, writing to support email is inadequate, and I see no one check the mail until someone doesn't wake up in the morning. This has a very big impact on us, to be down 8+ hours, and there wasn't any answer and ETA for that.

[h128]

We are using the temporary fix stated above. How long will this fix be effective? Do we have to restart the server as soon as possible or can wait a couple of days? It is not a good idea to interrupt the production server too often. We have regular maintenance scheduled every Tuesday can we wait until then?

[haplo_3]

Hello Lapo

Thank you for your answer.
Yes, please provide the detailed ETA.
Please provide the contact phone number or any contact channel for such emergencies. Based on today's experience, writing to support email is inadequate, and I see no one check the mail until someone doesn't wake up in the morning. This has a very big impact on us, to be down 8+ hours, and there wasn't any answer and ETA for that.

I second that. The impact on our rev was huge

[Lapo]

We are now at high peak ccu
How long ths retail license will last? Can we do the reset tomorrow?

The restart is only required for users who have had an issue acquiring their licenses in the past hours.
The problem has been fixed ~2hr ago and we're not going to change anything that can impact currently running instances.

In case we need to apply changes that may impact live instances we'll send multiple email notifications in advance with all the details of the operations.

[Hassan Khallouf]

The fix did show 100k users with Retail Type

but we cannot go back to our license, it's not working still, and the server keeps kicking players and refusing entry with this error in logs:

Login error: The maximum number of concurrent users has been reached; login request rejected. Requested by: { Id: 171849, Type: DEFAULT, Logged: No, IP: ** }

[Lapo]

To address the most pressing questions regarding the fix that has been raised:

How long will this fix be effective?

There is no expiry date to the usage of the global/temporary license that you're using.

Do we have to restart the server as soon as possible or can wait a couple of days?

The only restart required was hours ago if you experienced an issue while acquiring the license for your SFS instance(s).
There are no other restarts required.

When will licenses return to their original states

Once we have finalized the necessary maintenance on our side we'll provide all the details with ample advance, with multiple emails and in this forums as well.

The plan is to allow everyone to remain on the temporary license as long as they see fit, and to restart their servers (to re-acquire the original licenses) when it is appropriate.

[adique]

The fix did show 100k users with Retail Type

but we cannot go back to our license, it's not working still, and the server keeps kicking players and refusing entry with this error in logs:

Login error: The maximum number of concurrent users has been reached; login request rejected. Requested by: { Id: 171849, Type: DEFAULT, Logged: No, IP: ** }

This is the same for us. We were experiencing a max-ccu of 5000 users per server with the retail license.

[Lapo]

This problem is also fixed: If you have not restarted SFS2X after those log messages please do so.

Also for specific errors/exceptions please get in touch with us directly (support@... email) as it's easier for us to follow each individual conversations and we can limit the forum "spam".

Thank you.

[Lapo]

We just completed the investigation of the issue which caused your license/s to be reverted to 100 CCU.
In the next few days we will send a complete report on what happened and the actions we will put in place to avoid a similar problem to occur again in the future.

For the time being, we are almost ready to go back to normal functioning of the SmartFoxServer licenses.
If you restarted your SmartFoxServer instances in the last few hours, they are now running a temporary Unlimited CCU license without expiration date set. If not, you can restart your instance/s now (after reading below).

The next steps are:

1) We scheduled a release of an updated version of our License Server on Monday Nov 11th 2024 at 10.30 UTC+1. This will make your normal licenses available again.
This is not expected to cause issues to your SFS instances, which will keep running the temporary Unlimited license.
In addition we will send an email one hour before the release and one immediately after to confirm that everything is working as expected.

2) If you don’t take actions, your SFS instance/s will keep running the temporary Unlimited license.
You can now schedule a SFS instance restart whenever is best for your business.

3) After the restart, your SFS instances will be running your original licenses again, and everything will be back to normal operation.

If you have questions on the described steps, please get back to us.

Thank you.

[mete2221]

We just completed the investigation of the issue which caused your license/s to be reverted to 100 CCU.
In the next few days we will send a complete report on what happened and the actions we will put in place to avoid a similar problem to occur again in the future.

For the time being, we are almost ready to go back to normal functioning of the SmartFoxServer licenses.
If you restarted your SmartFoxServer instances in the last few hours, they are now running a temporary Unlimited CCU license without expiration date set. If not, you can restart your instance/s now (after reading below).

The next steps are:

1) We scheduled a release of an updated version of our License Server on Monday Nov 11th 2024 at 10.30 UTC+1. This will make your normal licenses available again.
This is not expected to cause issues to your SFS instances, which will keep running the temporary Unlimited license.
In addition we will send an email one hour before the release and one immediately after to confirm that everything is working as expected.

2) If you don’t take actions, your SFS instance/s will keep running the temporary Unlimited license.
You can now schedule a SFS instance restart whenever is best for your business.

3) After the restart, your SFS instances will be running your original licenses again, and everything will be back to normal operation.

If you have questions on the described steps, please get back to us.

Thank you.

I would suggest to put the license server behind cloudflare and send a response that provides unlimited licenses to everyone in case the site goes offline.
Thus, all customers are not affected in a possible ddos attack.

[brockemon]

I'm still getting,

Exception: java.nio.BufferUnderflowException
Message: *** Null ***
Description: License initialization error
+--- --- ---+
Stack Trace:
+--- --- ---+
java.nio.Buffer.nextGetIndex(Buffer.java:502)
java.nio.HeapByteBuffer.getShort(HeapByteBuffer.java:317)
sfs.lms.b.l.f(g:767)


When trying to start up the server. Do I need to do anything specific other than just do a restart on the server?