After updating from 6.5.3 to 6.6.0 workspace version status is unsupported

[Dog1ch]

Description:

After updating from 6.5.3 to 6.6.0 workspace version status is unsupported and cant connect with my self made mobile app

Expected behavior:

The workspace status is supported

Actual behavior:

The workspace version is uunsupported

Server Setup Information:

• Version of Rocket.Chat Server: 6.6.0
• Operating System: Rocky linux
• Deployment Method: docker
• Number of Running Instances: 1
• DB Replicaset Oplog:
• NodeJS Version:
• MongoDB Version: 6

Additional context

Relevant logs:

[Gummikavalier]

I confirm this too

[rrmt23]

I have same problem

[sampaiodiego]

is this still happening? I tried spinning up a local instance using Docker version 6.6.0, and after cancelling the start plan subscription I got a community version working:

[Gummikavalier]

Yes, this is still happening in RC 6.6.1.

Might affect error messages on the client side too, if the client reads the status of the workspace from the server itself, and not just version numbers.

Additional note: This RC setup has an offline Premium license, if the version check relies on online connectivity.

[Gummikavalier]

@sampaiodiego Today we have started getting this message in our mobile apps (downloaded from the official AppStore). I hope the native mobile app does not cut us off just because the server end thinks that the latest version is unsupported. 😰

[Gummikavalier]

@sampaiodiego I think the issue is that RC node cannot check the validity of the license when there is no connectivity to cloud.rocket.chat or go.rocket.chat. That triggers 'unsupported version' as a blanket solution in the check.

I am able to reproduce this issue in airgapped systems that have an offline license.
(Actually our test system had been used to test the offline license before putting it into the production, and it still has one.)

I was able to workaround the issue in our test system by allowing the access to cloud.rocket.chat, go.rocket.chat and gateway.rocket.chat. I could not repeat the issue after the check had succeeded, and I assume the fix was to allow cloud.rocket.chat out of these three.

What clearly needs fixing is the requirement for support check of offline/airgapped licensed servers. Some may have (somewhat limited) access with mobile devices via local networks, for instance, and currently this may disable those completely in two weeks.

[Trapulo]

same problem with 6.6.1 (not RC!)

[nkeilar]

Same issue here. I found out that its not syncing with the cloud. I tried to get it to sync with the cloud, also tried removing cloud registration. Nothing worked. Furthermore even if I want to upgrade to a paid model now, there seems no way to actually update. Not sure why cloud syncing isn't working but I have a pretty good idea, when I logged into the cloud console where my instance was listed, I checked the date the instance was active on the Community version. it said January 2023, to November 2023, I think this is when I did a trial of the starter account. I didn't proceed with the paid plan, do to the way users are calculated, but it seems that the community edition date was never extended past November 2023, Not sure if this is related, but sharing in case it helps isolate the issue. Anyway, I've wasted several hours on this today and not super happy about the community edition being tied to a licensing server like this, if there isn't a change from Rocket.Chat to respect communities desire to stay with Open Source Community edition without interference then we will have no option to leave, as it doesn't make economic sense for me to waste hours on this, but on principle we won't be able to move ahead with Rocket.Chat. Hopefully the embrace the community support rather than alienate us.

This was the response from support when I raised the issue:

Hello Nathan,

This is an automated message.

We could not find a support contract for your organization, which probably means you are using a Community Workspace or you are subscribed to the Starter Plan, for which we do not offer dedicated support.

If you believe this is a mistake, please ensure you are using your company email address, or have your team's designated Authorized User submit the ticket instead. If neither helps, please reach out to your CSM.

Note that Rocket.Chat provides several options for community support. The best for this case would be to raise your issue on our forums at https://forums.rocket.chat/ or a GitHub issue at https://github.com/RocketChat/Rocket.Chat/issues. Our community usually does a great job in assisting others.

Also, please check our support policy here https://docs.rocket.chat/resources/get-support.

If you would like to purchase one of our support plans, please check our pricing page for details and use our sales contact form.

Best Regards,

Rocket.Chat Support

[sampaiodiego]

thanks @Gummikavalier .. I'm talking with internal teams to see how see how we can handle these scenarios.

[Trapulo]

same with 6.6.2

[astrale67]

same with 6.6.2
Same

[Gummikavalier]

The issue was somewhat tricky to workaround with our premium offline license key by:

1. Allowing access to cloud.rocket.chat temporarily
2. Removing the offline premium license (by typing randon string and saving, simply resetting does not work)
3. Restarting
4. Bypassing register setup wizard using ENV-setting/database edit
5. Setting up the offline license key again
6. Restarting again
7. And finally cutting access to cloud.rocket.chat again.

Possibly one step before pasting in the offline license key again was to online reregister for a trial version, but I cannot be sure because I tried so many things. I was able to get the offline key recognized (from its original already set state) only by points 2, 3, 5 and 6, though.

I suspect the issue may trigger again after the next update.

[Gummikavalier]

The issue did not trigger again after the update from RC 6.6.2 to 6.6.3 at least.

A look at the database hints that the registering compares and updates keys, and when those have been updated, the logic remains happy. (For now at least.)

[Trapulo]

my env reports:

Version 6.6.3
Outdated

[nkeilar]

4. Bypassing register setup wizard using ENV-setting/database edit

@Gummikavalier would you mind to elaborate on this step please. Our mobile apps stopped working today. Official Rocket.Chat support seems unable/unmotivated to resolve.

[Gummikavalier]

@nkeilar There has been mentions regarding the env-variable elsewhere, but other method to set registration wizard as completed is running under mongo shell:
db.rocketchat_settings.update({"_id":"Show_Setup_Wizard"}, {$set: {"value" : "completed"} });

Note that this will not fix the mobile client issue. Only online registering does.

Setting the wizard as completed only allows you to get back to admin settings again, if you lost it after allowing access to cloud.rocket.chat temporarily. (This happened for me on our offline registered setup immediately after this connection was allowed.)

[Gummikavalier]

After the second RC setup I noticed following (using offline license).

It is mandatory that the registration finishes and cloud.rocket.chat site shows the setup as Enterprise Seats (trial) - active. Only at this point the unsupported status clears up on the local admin info page.

When you have achieved this, you have to cut the connection, and only after that put in the Premium offline license key.

This was the whole process today for an offline licensed RC setup:

1. Allow access to cloud.rocket.chat temporarily
2. Remove the offline premium license (by typing randon string and saving, as simply resetting bugs)
3. Restart RC
4. Try to register with the wizard that immediately launches in RC admin view. Ensure the status at cloud.rocket.chat is Enterprise Seats (trial) - active. If it fails and you cannot bypass the setup wizard, use db.rocketchat_settings.update({"_id":"Show_Setup_Wizard"}, {$set: {"value" : "completed"} }); in mongo shell.
5. If the wizard did not succeed, register normally under the workspace info. Ensure that you see Enterprise Seats (trial) - active at cloud.rocket.chat site.
6. Restart and ensure that your instance shows locally Enterprise Trial on the admin info page
7. At this point cut the access to cloud.rocket.chat from your setup (Important! If you don't, trial license bypasses the offline license in all restarts.)
8. Set up the offline license key again
9. Restart again
10. RC should now show Enterprise on the admin info page (do shift-reload in the browser just in case)

What adds confusion to this issue, is that online premium/enterprise trial license is favored during the start of the service even when a proper offline license is correctly installed and in place.

(I know somewhere was an advice to remove the registered instances from cloud.rocket.chat to prevent above happening during service starts, but at least for me the remove-functionality fails with an error message Failed to remove workspace in cloud.rocket.chat console for all entries we have there.)

[nkeilar]

Updating to the latest mobile apps, seems to fix the mobile app issue. I assume something was changed, as my community edition instance still isn't syncing with the cloud licence server.

[mddvul22]

We are getting this on 6.6.3 with an up-to-date Enterprise license. Please fix this ASAP!

[mddvul22]

We were able to resolve this by going to Administration > Subscription and clicking the “Sync license update” button.

[Trapulo]

my reports "Error during workspace sync"

[Gummikavalier]

I too got the error with "Sync license update" button. It is possible that our existing old entries (manual removal fails) at cloud.rocket.chat played into that issue.

[Gummikavalier]

Just for the record, RC 6.7.0 triggered version not supported on our offline registered test Enterprise setup. This did not cut off the use of the latest mobile client (anymore).

[Gummikavalier]

@diegolmello @sampaiodiego @tassoevan

After upgrading from RC 6.6.6 to RC 6.7.0 our Electron RC desktop clients (3.9.14) started complaining of getting out of support in 1 day in our offline licensed production Enterprise setup.

Mobile client remained good, however.

Not sure if it is a coincidence where the info page also falsely claims that our license ends in one day: Version supported until Sat, 13 Apr 2024.

We got Enterprise/Premium offline license for this particular setup this year, but it was built in April 2017 originally.

We have to sit through this, and see whether the electron client's warning actually constitutes as failure to operate or not.

Edit: We got another user commenting that restarting the client cleared up the warning and it did not trigger anymore, at least immediately. We'll follow and report the situation.

[Trapulo]

Our 6.7.0 has stopped working with any client yesterday, only PWA is available.
It is a nonsense to ignore this problem, the only solution for us is to switch to an other software.

[ggazzo]

@Gummikavalier

@diegolmello @sampaiodiego @tassoevan

After upgrading from RC 6.6.6 to RC 6.7.0 our Electron RC desktop clients (3.9.14) started complaining of getting out of support in 1 day in our offline licensed production Enterprise setup.

Mobile client remained good, however.

Not sure if it is a coincidence where the info page also falsely claims that our license ends in one day: Version supported until Sat, 13 Apr 2024.

We got Enterprise/Premium offline license for this particular setup this year, but it was built in April 2017 originally.

We have to sit through this, and see whether the electron client's warning actually constitutes as failure to operate or not.

Edit: We got another user commenting that restarting the client cleared up the warning and it did not trigger anymore, at least immediately. We'll follow and report the situation.

Can I see your /api/info result?

[Gummikavalier]

@Gummikavalier
Can I see your /api/info result?

There you go:

{"version":"6.7","minimumClientVersions":{"desktop":"3.9.6","mobile":"4.39.0"},"supportedVersions":{"signed":"signing_key_redacted_by_gummi"},"success":true}

I removed the incredibly long signing key from the output. It was over 9000 characters long.
Our offline license for this instance was acquired in December 2023.

In the other news; after that 13 Apr 2024 has now passed this setup dropped as non supported:

Mobile clients gave us a warning that the app stops working in 14 days.

[Gummikavalier]

I was able to activate the offline premium license with just these 6 steps. (Earlier description was 10 steps.)

1. Delete your existing workspace at cloud.rocket.chat
2. Open up access to cloud.rocket.chat in the firewall. (This immediately triggers the registration wizard.)
3. Register for a new premium trial license by completing the registration wizard
4. Press Sync license update on /admin/subscription page
5. Close down the access to cloud.rocket.chat again
6. On /admin/settings/Enterprise (aka Premium) replace the trial license code with the offline license code

All done. After this you can refresh (browser) on the /admin/info page.
Ending date for compliance was now Version supported until Fri, 1 Nov 2024. Which is not ok but buys time.

Restart was not required. I tested that the full compliance status survived the restart, though.

It may or may not be of importance that the exact length of the signed key under /api/info dropped from 9104 characters to 8103. For the other parts there were no changes to the output.

Because this is production service I cannot use this for testing/troubleshooting much. We'd need an offline license key for our test environment. (A license key that would have zero risk of screwing up the production registration.)

[ggazzo]

@Gummikavalier I think this should solves your problem #31706

also deleting Cloud_Workspace_Supported_Versions_Token setting should also solve

[Gummikavalier]

@Gummikavalier I think this should solves your problem #31706

also deleting Cloud_Workspace_Supported_Versions_Token setting should also solve

Thanks! 🤗

[Gummikavalier]

I confirm this working for our Enterprise/Premium offline licensed setup on RC 6.7.1.

When loading the page there is a tenth of a second flash of "not supported status" (so quick that you can only make out the red label around it), but it then sets for all ok.

[tangramor]

I met the same problem on 6.7.0 in our inner network environment.
I upgraded the server to 6.7.2 and the client can open correctly.
But I am not sure if it is really fixed...

[Gummikavalier]

RC 6.9.1 suffers from not supported again in our test environment.

RC 6.8.1 is ok in both test and production.

#32600

[nkeilar]

Yes, also seeing the message back...6.9.1 Outdated... and Not supported - sigh - Actually for some reason, our RC didn't pick up any updates after 6.7.0 And then randomly stared alerting us that 6.9.1 was out today... not sure if its related, but for us at least the release updates notifications didn't come for the last few releases.