Admin receives "Unable to add user at this time" when trying to add new user because Hipchat Server License is invalid

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Platform Notice: Server and Data Center Only - This article only applies to Atlassian products on the server and data center platforms.

This is for an outdated version of Hipchat Server

 This article applies to a version of Hipchat Server which will be deprecated soon. After that period the version will no longer be supported.

When will my version be deprecated?

The following versions have been deprecated:

  • Hipchat Server 1.3 (EOL Date: Aug 17, 2017)
  • Hipchat Server 2.0 (EOL Date: Jun 17, 2018)
  • Hipchat Server 2.1 (EOL Date: Dec 8, 2018)

The following version will be deprecated soon:

  • Hipchat Server 2.2 (EOL Date: May 30, 2019)

You can read more about Atlassian's End of Life policy here.

You should upgrade to a more recent version of Hipchat Server as soon as you can to take advantage of new features, and security and bug fixes.


Symptoms

When Admin try to add user directly from the server, this message is thrown in the UI:

“Unable to add user at this time. We'll send them an email with instructions explaining how to set up their account”

If you have external user directory integration with the server, you may noticed after a successful synchronisation, the required users are not visible in the people/users list in the server. Because of this, the specific users are unable to authenticate to the server.

The following appears in the /var/log/hipchat/coral.log:

2015-01-07T03:54:07.554881+00:00 hipchat coral-0: [/user#REQDepuRS] ALERT: HipChat Server invalid license 
2015-01-07T03:54:07.554916+00:00 hipchat coral-0: [/user#REQDepuRS] WARN: Sending API error: 400 - Unable to create user. Your HipChat Server License is invalid 
2015-01-07T03:54:07.554921+00:00 hipchat coral-0: [/user#REQDepuRS] WARN: =====> API request failed: #1035, in-progress=0, code=400 
2015-01-07T03:54:07.556045+00:00 hipchat coral-1: [/user#REQH9LHyL] ALERT: HipChat Server invalid license 
2015-01-07T03:54:07.556951+00:00 hipchat coral-1: [/user#REQH9LHyL] WARN: Sending API error: 400 - Unable to create user. Your HipChat Server License is invalid 
2015-01-07T03:54:07.557318+00:00 hipchat coral-1: [/user#REQH9LHyL] WARN: =====> API request failed: #1033, in-progress=0, code=400 
2015-01-07T03:54:07.558812+00:00 hipchat coral-2: [/user#REQLbMbcV] =====> New API request: #1033, uri=/user, method=POST, from=127.0.0.1, job_handle=none 
2015-01-07T03:54:07.560106+00:00 hipchat coral-3: [/user#REQdkyOFK] =====> New API request: #1032, uri=/user, method=POST, from=127.0.0.1, job_handle=none 
2015-01-07T03:54:07.562496+00:00 hipchat coral-3: [/user#REQdkyOFK] ALERT: HipChat Server invalid license 
2015-01-07T03:54:07.563384+00:00 hipchat coral-3: [/user#REQdkyOFK] WARN: Sending API error: 400 - Unable to create user. Your HipChat Server License is invalid 
2015-01-07T03:54:07.564018+00:00 hipchat coral-3: [/user#REQdkyOFK] WARN: =====> API request failed: #1032, in-progress=0, code=400 
2015-01-07T03:54:07.565312+00:00 hipchat coral-2: [/user#REQLbMbcV] ALERT: HipChat Server invalid license 
2015-01-07T03:54:07.567287+00:00 hipchat coral-2: [/user#REQLbMbcV] WARN: Sending API error: 400 - Unable to create user. Your HipChat Server License is invalid 
2015-01-07T03:54:07.567916+00:00 hipchat coral-2: [/user#REQLbMbcV] WARN: =====> API request failed: #1033, in-progress=0, code=400

In /var/log/hipchat/atlassian-crowd.log, you'll see this:

2016-04-05 22:22:50,337 hipchat-httpclient-callbacks:thread-4 ERROR [hipchat.sync.crowd.CrowdSyncManager] Failed to create user: HipChatUser{uid=null, external_id={hcs}merchant@domain.com, email=merchant@domain.com, name=Merchant Maloney, mention_name=null, title=null, timezone=null, is_deleted=false, group_admin=false, roles=[]}
2016-04-05 22:22:50,337 hipchat-httpclient-callbacks:thread-4 ERROR [hipchat.sync.crowd.CrowdSyncManager] Got HTTP error 400 (Bad Request), with body
{
  "error": {
    "code": 400,
    "message": "Unable to create user. Your HipChat Server License is invalid",
    "type": "Bad Request"
  }
}

Diagnosis

Check the license expiration date from https://<your server>/server_admin/license and make sure it's valid. 

Cause

Hipchat Server license has expired.

NOTE: If you allow your subscription to lapse, you will no longer be able to create or add new users.

Resolution

Generate a new license from https://my.atlassian.com/license and update/re-apply your server license using the Admin server >> License page.

(info) Please note that HipChat Server/DC licenses can only be renewed up until July 26th, 2019. See this announcement for more details

After updating the license, perform a full directory synchronization using the Admin server >> Directory page to execute the Disable, and then Enable operations for the directory.

In case problem remains, please contact Hipchat Server Support for assistance.


Last modified on May 1, 2019

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