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Troubleshooting Firewalls with Updates and License Validation

Overview

When trying to connect to the Sugar Updates and License Validation servers, one of the following errors may be received:

  • Error: Could not connect to the Sugar Server.
  • Failed to connect : 01/01/2013 10:00am

Note: The information in this article pertains to on-site instances of Sugar. 

Origin

A local firewall or proxy server is preventing the SugarCRM installation from communicating with SugarCRM's servers.

Resolution

Firewall

Please refer to the Configuring IP Addresses, Ports, and Domains article for firewall configurations.

Proxy

If you do not have a firewall restricting access or the firewall rules are confirmed to be accurate, you may also have a proxy server in place limiting traffic to external websites while your Sugar instance is not configured correctly to work with this proxy.

If you have a proxy server in place:

  1. Navigate to Admin > System Settings.
  2. Confirm that the "Use Proxy Server?" field is enabled.
  3. Confirm that the Proxy Host, Port, and Authentication fields are set correctly.

Manual Validation

If after configuring the proxy server or firewall and you still cannot connect, you may need to manually validate the license key using the following steps:

  1. Navigate to Admin > License Management.
  2. Click the Manual Validation link located at the bottom of the panel.
  3. In the Manual Validation panel, click "Export Download Key" to export the sugarkey.lic file, and save this to your local machine.
  4. Go to http://updates.sugarcrm.com/license and submit the sugarkey.lic file for validation that you downloaded in step 2.
  5. If validation is successful, the system prompts you to save the file.
  6. Log in to your Sugar instance and navigate to Admin > License Management > Manual Validation.
  7. Browse to the location of the sugarvalidationkey.lic file on your local machine and click Import.
  8. Once this is completed, Sugar should update the validation for the license key.

If this manual procedure also fails, there could be a problem with the license key that you are attempting to validate. Please refer to the Troubleshooting License Validation article for additional information.