Admin receives "Unable to add user at this time" when trying to add new user because Hipchat Server License is invalid
Platform notice: Server and Data Center only. This article only applies to Atlassian products on the Server and Data Center platforms.
Support for Server* products ended on February 15th 2024. If you are running a Server product, you can visit the Atlassian Server end of support announcement to review your migration options.
*Except Fisheye and Crucible
This is for an outdated version of Hipchat Server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.
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=400In /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.
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.