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Troubleshooting

What happens when my active license expires?​

In the event of an expired license, requests to the Sync API fail with a status code of 403 - Forbidden. The response body of such requests will include a description of the failure indicating that your license has expired.

Please contact us to obtain a new license.

What should I do if the license provided by Glasswall is invalid?​

If Glasswall has provided an incorrect or invalid license, please contact support@glasswall.com so we can work with you to make it right.

Some Sync API requests return a 403- Forbidden but others succeed​

License keys are now constructed with entitlements, which are mapped to various features. From version 2.2.1, the Embedded Engine and CDR Platform now require the presence of a valid license containing the relevant entitlements. Please contact support@glasswall.com where a license upgrade is required.

The active license was accidentally deleted, what should I do?​

If the active license was deleted, please follow the Install Guide to reinstall the license at any time.

The license key should persist on the platform it was distributed on.

I have uploaded a new license but requests are still failing​

Please allow up to 60 seconds for the new license to take affect. If requests continue to fail after this period please contact support@glasswall.com for assistance.