iPrint Online Update Registration fails with RPC Communication Error - Status Code 500

  • 7021005
  • 21-Jun-2017
  • 14-May-2018

Environment

Micro Focus iPrint Appliance 3.0

Situation

The iPrint Online Update Registration fails with:
RPC Communication Error
An error occurred while communicating with the server. Status code: 500 (The call failed on the server; see server logs for details)

Resolution

  1. Inadvertent Space
    • When double-clicking the Activation Key from the customer portal page to highlight the text, it appears as if only the key is highlighted.  After copying that, then pasting the string into the "Activation Key" field, carefully look for  a trailing space, and possibly a preceding space, that were pasted into the Activation Field.  Remove the trailing and preceding space, whichever exists. Then click the "Register" button.
  2. Firewall:
    • Allow port 443 traffic to www.novell.com.
      • To determine if this is the problem, open a terminal session (putty or other tool), and type the following while logged in as root:
        • telnet www.novell.com 443
          • If the following is returned:
            • Trying 130.57.66.5...
              telnet: connect to address 130.57.66.5: Connection refused
              • then you must configure the server to allow port 443 traffic to www.novell.com
          • If the following is returned:
            • Trying 130.57.66.5...
              Connected to www.novell.com.
              Escape character is '^]'.
              ^]
              • then the firewall is not the cause of the problem.
  3. Accidental Local SMT configuration:
    • When registering for updates, the option exists to define a Local SMT server to retrieve updates from.  The above error can occur when pointing to an invalid SMT server.  To correct this:
      • Open the /tmp/suseRegister.conf file.
        • Change the url= line to look like:
          • url = https://secure-www.novell.com/center/regsvc/
        • Save the change.
      • Activate the registration again.

Additional Information

To register an iPrint Appliance for Online Updates:
  • go to https://<address>:9443
    • log in as the vaadmin user
  • click the "Online Update" option
    • the last option within the "Appliance Configuration" section
  • click the "Register" button.
    • provide the email address tied to the account which is authorized to use the product.
    • provide the iPrint Appliance Activation Key from your Micro Focus customer portal.