This article provides a short checklist of questions to ask and steps to take before opening an activation key ticket in Help Center. By taking a moment to go through this checklist before opening a Help Center request, you ensure the fastest possible resolution for your issue.
Resolution
- Please review the Activation Troubleshooting Guide
- If the troubleshooting guide does not help you resolve your issue, please record screenshots of the error or issue that you are encountering to include with a ticket.
- Attach the Liferay logs generated from startup, and LCS log file where applicable:
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You can find these log files in
[Liferay Home]/logs(Liferay Home is usually the parent folder of the application server’s folder). There are 2 types of log files in this folder:-
Liferay log files: The files
liferay.[date].logandliferay.[date].xmlare the logs for your Liferay DXP installation. Note that LOG and XML files for the same date contain the same information–the only difference is the file format. -
LCS log files: The
lcs-portlet-[date].logfiles are the LCS client app’s logs. Note that if there’s only a single LCS log file, it may appear without a date aslcs-portlet.log.
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- Please post the host name, IP address, and/or MAC address of your production level servers
- You can do this by sharing a screenshot of the License Manager, located at [ex. localhost:8080]/c/portal/license.
- Local developer workstations do not require this information.
- If you are using Liferay Connected Services, please review the LCS Troubleshooting steps relevant for your Liferay DXP version:
- For temporary keys, please also include a description of your use-case and purpose for the request, so that your Account Executive can review the request and approve it.