Resolution of Last Friday's Licensing Server Outage

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John Frazar

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Sep 12, 2024, 11:08:10 AM9/12/24
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We wanted to inform you about the issue that occurred last Friday, provide some clarity on what happened, and offer reassurance that this will not happen again.

Our web host installed a Microsoft update that impacted the .Net framework which caused a conflict with some of our code.  This inadvertently led parts of our licensing system to throw an error. This outage lasted for about an hour and prevented some users from being able to open the software. Fortunately, the issue was resolved faster than we could notify users of the workaround.

Stone Edge Order Manager has a built-in failover system designed to allow continued use of the software even when the licensing server is unreachable. This failover feature provides 30 days of uninterrupted use, giving us ample time to resolve any server-related issues without affecting your operations. Unfortunately, for some users who had upgraded from previous versions of Stone Edge, there was legacy data left behind that caused the failover to not work as expected.

To prevent this from happening again, we have made the following changes:

  • Added additional code to Stone Edge to ensure the failover handles any exception.

  • Identified a simple manual workaround that can be easily applied to prevent this issue in the rare case this happens again and you have not been able to install the update.

  • Instructed our host to no longer perform routine server updates without our approval.

We are confident that this issue has been permanently resolved, and any future interruptions should no longer be possible. The fixes that address the failover functionality will be included in the next release of Stone Edge Order Manager, scheduled for the week of September 16th.

We sincerely apologize for any inconvenience this may have caused and greatly appreciate your understanding. If you have any further questions or concerns, please don't hesitate to reach out to our support team.

Best regards,
John Frazar

Moe

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Nov 14, 2024, 11:57:33 AM11/14/24
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Just wondering if anyone is experiencing the same interruption today? Is there another outage? 

Peter Wright

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Nov 14, 2024, 12:01:23 PM11/14/24
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Yes, we're seeing the License Server Setup pop up to enter the credentials. It's happened on a bunch of machines in the last hour or so.

steve

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Nov 14, 2024, 12:01:50 PM11/14/24
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Every version 8 user is down as far as I can tell.  It's been going on 30 minutes at this point.  No word from Stone Edge.  If anyone hears anything please let us all know.

steve

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Jun 13, 2025, 2:18:30 AMJun 13
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I have several customers who work through the evening who have reported license server issues.  I've tried to get them back up by reentering their credentials, but they are still kicked out.  What version has the workaround for when this happens?  At least one of them are on 8.011.  Not sure what the other customer is on.

Paul Christel

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Jun 13, 2025, 6:47:21 AMJun 13
to steve, Stone Edge User Group

I just saw this.  We are actually having trouble this morning as well.  And, we do have the license server patch installed, so I thought we’d not have this issue moving forward.  We’re on 8.005.

 

 

Thanks,

Paul

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Jason - Big Dot of Happiness

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Jun 13, 2025, 8:12:07 AMJun 13
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It appears to be everyone.  It would be nice if Stone Edge would send out a message acknowledging the issue with an estimated ETA on the fix.  We have been down for 9 hours which is going to cause us so many late orders.

 

 

Jason Pribyl

Special Projects Engineer

Streamliner of Dots

1.800.274.4282 x205

BigDotOfHappiness.com

 

From: 'Paul Christel' via Stone Edge User Group <ston...@googlegroups.com>
Sent: Friday, June 13, 2025 5:47 AM
To: steve <techc...@gmail.com>; Stone Edge User Group <ston...@googlegroups.com>
Subject: RE: [Stone Edge User Group] Re: Resolution of Last Friday's Licensing Server Outage

 

CAUTION: This email originated from outside of the organization. Do not click links or open attachments unless you recognize the sender and know the content is safe.

 

bradr...@gmail.com

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Jun 13, 2025, 8:44:27 AMJun 13
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Same here. 

John?

Sean Lawson

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Jun 13, 2025, 8:45:34 AMJun 13
to bradr...@gmail.com, Stone Edge User Group
Annnnd same here.  

Do you have an opportunity where I can earn more of your business? 
Sean Lawson, President



al...@bikeman.com

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Jun 13, 2025, 8:52:23 AMJun 13
to Sean Lawson, bradr...@gmail.com, Stone Edge User Group

We are currently on 8.005 with the patch and have not encountered the issue yet, at least on the one workstation I have tested.  We’re about 15 minutes away from them all being fired up for the day so we’ll see.

 

Alan

 

Bath Cycle & Ski / Bikeman.com
115 Main Street
Woolwich, ME 04579
1-800-BIKEMAN

x16
www.bikeman.com
al...@bikeman.com

Paul Christel

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Jun 13, 2025, 8:54:18 AMJun 13
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For an 8.005 with the patch installed and do have the problem on at least two computers.

Thanks, 
Paul
Train Sets Only

Cc: 'Stone Edge User Group' <ston...@googlegroups.com>

Paul Christel

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Jun 13, 2025, 9:28:51 AMJun 13
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Update.  It appears that the computers affected did not have the patch installed.  It looks like an update we did on these two machines resulted in the original .mde replacing the updated version.  Machines with the patch are still working.

 

 

Paul

Ron Kratchman

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Jun 13, 2025, 9:32:31 AMJun 13
to Paul Christel, Stone Edge User Group
Thank you Paul.  Anyone who has installed the patch, do you have a link to it?

Paul Christel

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Jun 13, 2025, 9:42:10 AMJun 13
to Ron Kratchman, Stone Edge User Group

I believe they now have it on the download portal.

 

Paul

Ron Kratchman

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Jun 13, 2025, 9:45:39 AMJun 13
to Paul Christel, Stone Edge User Group
Thank you Paul

Sean Lawson

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Jun 13, 2025, 9:46:23 AMJun 13
to Paul Christel, Ron Kratchman, Stone Edge User Group
What's the gateway link? I can't seem to ever find it. 



Do you have an opportunity where I can earn more of your business? 
Sean Lawson, President


Wayne Herndon

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Jun 13, 2025, 9:49:04 AMJun 13
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https://seom.app/Download/LoginPage

Wayne Herndon

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Jun 13, 2025, 9:51:20 AMJun 13
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But, I believe access to the Gateway is controlled by the licensing server so if the licensing server is down so is the Gateway.

Sean Lawson

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Jun 13, 2025, 9:54:51 AMJun 13
to Wayne Herndon, Stone Edge User Group
The login button doesn't function so you are probably right. 

I do have a working machine as well as many non working machines. Can we copy files over and make that work? 

Do you have an opportunity where I can earn more of your business? 
Sean Lawson, President


To view this discussion visit https://groups.google.com/d/msgid/stoneedge/3f2e4257-d53e-4fed-90c9-1e95a716a2f6n%40googlegroups.com.

Paul Christel

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Jun 13, 2025, 10:02:51 AMJun 13
to Sean Lawson, Stone Edge User Group

To get our two non-working machines running, I copied the Lsinfo.dat file from a working PC.  I did this after updating the .mde file, but it may do the trick without the patched version.  Just make a copy of the file before replacing it so you can revert if necessary.

 

Paul

Sean Lawson

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Jun 13, 2025, 10:20:26 AMJun 13
to Paul Christel, Stone Edge User Group
Even that didn't work for us.... Here we are completely dead in the water.....



Do you have an opportunity where I can earn more of your business? 
Sean Lawson, President


bradr...@gmail.com

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Jun 13, 2025, 11:11:49 AMJun 13
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Any updates? I installed the patches and now my order imports are receiving errors. This is the most common one. unnamed.png

John Frazar

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Jun 13, 2025, 11:14:31 AMJun 13
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Everyone - Erich published a workaround here:  https://groups.google.com/g/stoneedge/c/JDqY9QsfAAs/m/T8riCA8tBAAJ?utm_medium=email&utm_source=footer 

We're still working with Amazon to resolve the issue with the server but this will get you buy in the meantime.  There was a period during the AWS outages yesterday that some of you may have received a corrupt license file.  This fixes that issue and allows you to continue to run SEOM even through the server outage.  The MDE patches up there are the same as the ones from last fall.  Most people have that, so it shouldn't be necessary to install those again. 

steve

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Jun 13, 2025, 11:15:39 AMJun 13
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Brad, if you clear links and click through the initial subscript error on startup you can get SE up and running, but as soon as you close it and reopen it you get the same error.  If you need to get going you can do this but don't close SE.  On the importer you can do this and start your imports so you can get moving again.  I wish i had a better solution but that's where we are at.  Let me know if you have any  questions.

bradr...@gmail.com

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Jun 13, 2025, 11:16:21 AMJun 13
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I've done that and it doesn't work. See my error message above. 

bradr...@gmail.com

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Jun 13, 2025, 2:58:22 PMJun 13
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Working on some, but not other users. Getting the attached errors. When will this be fixed? Screenshot 2025-06-13 134539.pngScreenshot 2025-06-13 134908.png

Chris Allen

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Jun 13, 2025, 3:01:55 PMJun 13
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We are also dead in the water.
We're on 8.016, so we have the new MDE already as part of the installers.  Tried to follow Erich's LSINFO.dat fix but that did NOT work at all for us.

whole team is locked out.  :(

What should the entirety of LSINFO.dat read? Ours begins with 

{"$id":"1","status":"Failed","message":"Details Not Found.","id":0,"userName":null,"

we already had the &LastLoginUserDateLS parameter before we went in to edit.

steve

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Jun 13, 2025, 3:09:57 PMJun 13
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I have a rash of customers that are now getting this:

Any ideas?

SEOMerror3 (002).png

Chris Allen

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Jun 13, 2025, 3:21:55 PMJun 13
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FWIW, we found one workstation that seemed to have a valid LSINFO.dat file (did not read "status":"Failed" ) so we're copying that info into the rest of the workstations and that seems to be temporarily working for the other workstations.

Barry Levine

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Jun 13, 2025, 3:34:54 PMJun 13
to Chris Allen, Stone Edge User Group
It looks like there were at least three versions of how to edit that line.  After a few tries, this is what worked for us as the ending, following the colon:

NULL,” &LastLoginUserDateLS”:&30/69/9392}

One version showed a semi-colon at the end and that screwed us up. 


Barry 

To view this discussion visit https://groups.google.com/d/msgid/stoneedge/70e83a49-ffd2-4a68-a44c-333848631d37n%40googlegroups.com.

John Frazar

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Jun 13, 2025, 4:27:08 PMJun 13
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Guys - check the other thread that's pinned on the Google Group, it has the most up to date info.  We've simplified the patch to "close SEOM, download two files, reopen SEOM."  No need to modify the license file. 

steve

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Jun 16, 2025, 3:17:02 PMJun 16
to Stone Edge User Group
Getting a lot of these today from customers.  Any insight would be helpful.
2025-06-16_12-11-50.png

Albert Carruthers

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Jun 16, 2025, 3:19:17 PMJun 16
to steve, Stone Edge User Group

We have been getting that all day. It is showing individuals logged on to multiple machines.

 

Albert B. Carruthers

Memphis Net & Twine Co., Inc.

acarr...@memphisnet.net

1-800-238-6380 ext. 1128

 

 

From: ston...@googlegroups.com <ston...@googlegroups.com> On Behalf Of steve
Sent: Monday, June 16, 2025 2:17 PM
To: Stone Edge User Group <ston...@googlegroups.com>
Subject: Re: [Stone Edge User Group] Re: Resolution of Last Friday's Licensing Server Outage

 

Getting a lot of these today from customers.  Any insight would be helpful.

 

On Friday, June 13, 2025 at 1:27:08 PM UTC-7 John Frazar wrote:

Guys - check the other thread that's pinned on the Google Group, it has the most up to date info.  We've simplified the patch to "close SEOM, download two files, reopen SEOM."  No need to modify the license file. 

On Friday, June 13, 2025 at 3:34:54 PM UTC-4 Willough wrote:

It looks like there were at least three versions of how to edit that line.  After a few tries, this is what worked for us as the ending, following the colon:

 

NULL,” &LastLoginUserDateLS”:&30/69/9392}

 

One version showed a semi-colon at the end and that screwed us up. 

 

 

Barry 

 

On Fri, Jun 13, 2025 at 3:22 PM Chris Allen <ch...@historicalemporium.com> wrote:

FWIW, we found one workstation that seemed to have a valid LSINFO.dat file (did not read "status":"Failed" ) so we're copying that info into the rest of the workstations and that seems to be temporarily working for the other workstations.

 

On Friday, June 13, 2025 at 12:09:57 PM UTC-7 steve wrote:

I have a rash of customers that are now getting this:

 

Any ideas?

 

On Friday, June 13, 2025 at 12:01:55 PM UTC-7 ch...@historicalemporium.com wrote:

We are also dead in the water.
We're on 8.016, so we have the new MDE already as part of the installers.  Tried to follow Erich's LSINFO.dat fix but that did NOT work at all for us.

whole team is locked out.  :(

What should the entirety of LSINFO.dat read? Ours begins with 

{"$id":"1","status":"Failed","message":"Details Not Found.","id":0,"userName":null,"

we already had the &LastLoginUserDateLS parameter before we went in to edit.

  

 



|

On Friday, June 13, 2025 at 11:58:22 AM UTC-7 bradr...@gmail.com wrote:

Working on some, but not other users. Getting the attached errors. When will this be fixed? 

Wayne Herndon

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Jun 16, 2025, 4:22:55 PMJun 16
to Stone Edge User Group
We get these sometimes (but not today).  Mainly happens with SEOM is crashing a lot.  In those cases, it seems the license isn't released so when the user opens it they get this message or the one that makes us wait 30 second before proceeding.

It would be really great if they could get this license stuff figured out.  We have ~ 30 different pieces of licensed software and never have license issues with the others.  There must be a better way of doing this.

steve

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Jun 16, 2025, 4:58:30 PMJun 16
to Stone Edge User Group
The problem with the license counts was while doing the earlier workaround - copying the lsinfo.dat file from a working machine, the machine it's copied to takes on the identity of the machine it was copied from.  So, it looks like the same person is logged in on two different machines.  SE doesn't wipe the session for inactivity for 5 days, so that stays in a state of limbo until it's deactivated or cleaned after 5 days.  So you need to delete the lsinfo.dat and reenter the license information for your systems to be correct license-wise again.
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