Flexicloud licensing service unreachable after sysprep

[cmarsura]

Hi,
we are preparing several servers starting from a template installed with Flexicloud, but after generalizing the server with sysprep, FlexiCloud is unable to contact your licensing service, working in trial mode for 15 days.
This issue is blocking us to deploy to our customers new servers with your software, forcing us to stick with the Citrix XenDesktop solution.

We have tried to :
A) install Flexicloud in the template without sysprepping the VM and it is able to contact your licensing service, but after the sysprep phase it is unable to contact it;
B) install Flexicloud in the template after the sysprep phase, but also in this case it is unable to contact the licensing service, the installation of software aborts with following message "Cannot connect to licensing service . Please check your internet connection" (see included image).

We have also a similar issue with the reverse-proxy machine where in the license panel I see "WARNING: Invalid license file" and "Error reading the license .lic file - Flexible Licensing"; clicking on "Refresh your License" button shows the message box error "An error occurred while trying to update your license. Please check your Internet connection and try again, or contact support if this issues continues." (see included image).
When checking for update Latest Version Avalilable shows Unknown.
Note that this VM has not been built via sysprep but instead comes from a fresh operating system installation and in the past month we where able to license it correctly.

We have urgent necessity to resolve this issue, because it force us to continue to buy the high cost Citrix licenses for another year instead of your software.

Best.

[adrien]

Hello,

We are currently working on this issue using our Helpdesk web portal (tickets).

Thank you!