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 help resolve the issue.

Why do some Synchronous API requests return a 403- Forbidden but others succeed?

License keys are now constructed with entitlements, which are mapped to various features.

From Version 2.2.0, the Embedded Engine and Glasswall Halo 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 License Management Setup 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 why are requests 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 further assistance.