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Qlik Sense - Unable to access the Qlik Sense Hub after upgrade- The service did not respond or could not process the request
Article Number: 000042418 | Last Modified: 2018/06/12Description
After upgrading to Qlik Sense June 2017 or later from Qlik Sense versions earlier than 3.1 SR2 you cannot access the Qlik Sense hub and receive the following error message "The service did not respond or could not process the request"
Access to the QMC works fine.
To proceed with the upgrade you have followed instructions provided here: http://help.qlik.com/en-US/sense/November2017/Subsystems/PlanningQlikSenseDeployments/Content/Deployment/Upgrading-versions-earlier-than-312.htm
After looking into the HubService logs (By default stored in C:\ProgramData\Qlik\Sense\Log\HubService) you may find an error message like.
Access to the QMC works fine.
To proceed with the upgrade you have followed instructions provided here: http://help.qlik.com/en-US/sense/November2017/Subsystems/PlanningQlikSenseDeployments/Content/Deployment/Upgrading-versions-earlier-than-312.htm
After looking into the HubService logs (By default stored in C:\ProgramData\Qlik\Sense\Log\HubService) you may find an error message like.
7 20171104T104422.052+0100 QlikServer1.domain.local 0.16.4 Global ERROR [ Error requesting GET https://QlikServer1.domain.local:4242/qrs/license/ ] - Error: Hostname/IP doesn't match certificate's altnames: "Host: QlikServer1.domain.local. is not cert's CN: QlikServer1"
Cause
This error message means that there is an host name mismatch between the certificate and the host name Qlik Sense is using.
This can occur because when you followed the instruction of reinstalling Qlik Sense to restore the database, at some point the installer asked you to enter the hostname you wanted to use for Qlik Sense.
If you have entered another host name than the one used before the upgrade then this mismatch will occur.
This can occur because when you followed the instruction of reinstalling Qlik Sense to restore the database, at some point the installer asked you to enter the hostname you wanted to use for Qlik Sense.
If you have entered another host name than the one used before the upgrade then this mismatch will occur.
Resolution
The most straight forward way to resolve this problem is to:
- Uninstall Qlik Sense. Accept the defaults when uninstalling to preserve the certificates settings.
- In the Command Prompt window, navigate to the folder containing the Qlik_Sense_setup.exe file
- Run the following command to install Qlik Sense and restore your Qlik Sense repository database.
Qlik_Sense_setup.exe databasedumpfile=<path_to_dump_file>
The path to the dump file must be entered as an absolute path, using a relative path will result in an installation failure.
- Finally make sure you use the correct host name when prompted during the installation
To make sure which host name to use, you can check the Qlik Sense certificate name or it's also provided in the error message presented above ("QlikServer1)"
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