Problem

• The admin of HipChat Server is no longer able to add new users to the instance from the web interface
• Users who are synchronized from external directories are unable to log in to the desktop client / web interface

The error appears in the https://<fqdn>/admin/user after the admin clicks Add User button:

Diagnosis

Environment

• HipChat Server 2.x

Diagnostic Steps

• Going through the atlassian-crowd.log, we will notice the following error being logged when the attempt to add new user was made (web interface / during synchronization):

  atlassian-crowd.log

  2018-02-21 11:40:54,089 hipchat-httpclient-callbacks:thread-9 ERROR [hipchat.sync.crowd.CrowdSyncManager] Got HTTP error 400 (Bad Request), with body
  {
    "error": {
      "code": 400,
      "message": "Unable to create user.  You must purchase more licenses in order to add additional users",
      "type": "Bad Request"
    }
  }

• Navigate to the https://<fqdn>/server_admin/status and confirm the number of Total users

• Compare it with the license count that is was purchased from My Atlassian site

Cause

The instance has hit the license limit, causing the new users not to be added to the group

Resolution

1. Purchase a higher license tier to cater to the size of the instance. Get in touch with us through here
2. Re-apply the latest license again after obtaining it from My Atlassian site

 Refer to the What does Hipchat Data Center cost? for more information.