"Unable to create account. Looks like something broke - we'll investigate right away" when trying to register account via Invite URL

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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.

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This is for an outdated version of Hipchat Server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.

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.

Problem

Admin shared out a direct Invite URL (Group admin > Features > Invite URL) link to users so they can register accounts to the server. However, upon registering the account via the Invite URL (fill in all the required fields > click on 'Sign Up'), user sees this error in the UI:


The following correspond errors appear in the var/log/hipchat/web.log: 

2015-12-07T08:08:48.979955+00:00 ip-10-121-48-79 web[1679]: sign_up/personal_info#REQ0CC507 uid-anon 15ms [error] Cannot create new user because HipChat Server license is invalid
2015-12-07T08:08:48.979958+00:00 ip-10-121-48-79 web[1679]: sign_up/personal_info#REQ0CC507 uid-anon 15ms [error] Showing error page: title=Unable to create account, error=Looks like something broke - we'll investigate right away.
2015-12-07T08:08:48.979961+00:00 ip-10-121-48-79 web[1679]: sign_up/personal_info#REQ0CC507 uid-anon 15ms [alert] Unable to create user account during signup!\n\nurl: https://test.hipch.at/invite/1/ce318f376b3b9bcc30d61ef380d06665\nmethod: POST\nreferrer: https://test.hipch.at/invite/1/ce318f376b3b9bcc30d61ef380d06665\nserver: \nremote_addr: 10.121.48.50\nuser_agent: Mozilla/5.0 (Windows NT 6.1; WOW64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/46.0.2490.71 Safari/537.36\nx_hipchat_request: public\nrequest_data: {"xsrf_token":"1428846328","timezone":"Asia\/Kolkata","name":"xyz","email":"test@hipch.at","title":"exe","password":"******","signup":"Sign Up"}

Diagnosis

Generate new Invite URL and see if it has any improvement to the problem.

Cause

The root cause of the issue is due to an invalid Hipchat Server license that has expired.

Resolution

Navigate to Server admin > License and check the License Expiration Date. If it is indeed has expired, go to https://my.atlassian.com, generate / purchase new evaluation / commercial license and update it to the license field.

Last modified on Jan 19, 2018

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