Original Publishing Date: 2022-05-19 Symptoms On attempt to import a PPR file for Inhouse Product application, the process is failed with an error Default service template not found for owner account 1 with an error in inhouse-products pod log 19-05-2022;11:33:41,652 WFLYEJB0034: Jakarta Enterprise Beans Invocation failed on component ExcelConfigManagementBean for method public abstract com.odin.platform.excel.rest.ConfigurationInfo com.od in.platform.excel.api.ExcelConfigManagement.parseExcelConfig(byte[],int): javax.ejb.EJBException: Default service template not found for owner account 1         at deployment.inhouse-products-backend.war//com.odin.platform.excel.ejb.ExcelConfigManagementBean.lambda$getServiceTemplateInfo$36(ExcelConfigManagementBean.java:522)         at java.base/java.util.Optional.orElseThrow(Optional.java:408)         at deployment.inhouse-products-backend.war//com.odin.platform.excel.ejb.ExcelConfigManagementBean.getServiceTemplateInfo(ExcelConfigManagementBean.java:522)         at deployment.inhouse-products-backend.war//com.odin.platform.excel.ejb.ExcelConfigManagementBean.parseExcelConfig(ExcelConfigManagementBean.java:205) Cause The product is not imported from the Connect to Commerce side and the Service Template for the product doesn't exist. Resolution Make sure that the product is imported and task "Execute operation '/appDetails/PRD-XXX-YYY/import'" is completed and re-import PPR file.

Original Publishing Date: 2022-05-20 Symptoms A task to suspend service in Hostopia fails with error like below: Caused by: com.parallels.pa.service.aps.api.APSEndpointExecutionException: '500 Internal Server Error' received from 'PUT https://192.0.2:443/hostopia/Tenant/e9168226-5ba3-4af8-978c-68eb3c96c5b5/disable': 10210020: {"message":"Unexpected error from API","variables":{"exceptionMessage":"ERR:get AccountID error.","faultcode":"10210020","faultstring":"ERR:get AccountID error.","detail":"6286926899b1e"}} Cause The error is coming from the Hostopia side. Resolution Contact Hostopia Support to get further assistance related to this issue.

Original Publishing Date: 2022-05-27 Symptoms I have included Acronis resources into the Microsoft NCE PLM plan, but after provisioning, the Acronis tile is not available in the UX1.  Cause It is not supported to use PLM-basaed plan to sell other products in bundles. This limitation is already mentioned in the PLM documentation: A plan must include only products that belong to the same product line. Bundling products from different product lines in one plan is not supported. https://docs.cloudblue.com/cbc/20.5/premium/content/Product-Lifecycle-Management/introduction.htm Resolution Sell only one product line in the scope of a single service plan.

Original Publishing Date: 2022-05-27 Symptoms Change order for Microsoft365 NCE plan switch fails with an error Downsizing licenses is not allowed in transitions. The new quantity (X) must be equal or greater than the quantity of the original subscription (Y). PR change request from CloudBlue Connect side is failed as well. Cause Microsoft365 Connector does not support dynamic order validation in change orders.  Platform Feature Request PFR-5454  - "NCE full immediate upgrades - plan switch policy which prohibits limit changes" exist to cover this behavior.  The following Feature Requests exist to cover a situation where a portion of licenses have to be moved to a new Plan: PFR-5689 - "Short-term solution for NCE immediate partial upgrades with a NEW subscription case" PFR-4770 - "NCE immediate partial (value) upgrades - new operation to move a portion of seats to a NEW subscription".   Resolution Please reach out to your Technical Account Manager or pta@cloudblue.com to clarify the status of the Feature Requests. 

Original Publishing Date: 2022-06-15 Introduction In RDE version 3.7.39, privileges have been introduced to give resellers the opportunity to restrict access to charts and to all analytics for unauthorized staff members: "Application Reporting and Data Export: RDE Charts", and "Application Reporting and Data Export: RDE Global". These privileges are enabled in the “Account Administrator” role by default.  However, the Account Overview visualization report functionality is available for CloudBlue Commerce version 21.6 (UI and Branding 21.6-85) or later. If you use version 21.5 or earlier, you must disable the Application Reporting and Data Export: RDE Charts privilege for all roles using a special script. Disabling the “Application Reporting and Data Export: RDE Charts” Privilege Ensure that RDE is upgraded to version 3.7.39. Download and save the remove-rde-charts-privilege-to-all-roles.py script to the CloudBlue Commerce management node. Add execution rights to this script using this command: # chmod a+x add-rde-charts-privilege-to-all-roles.py Run the script as follows: # ./add-rde-charts-privilege-to-all-roles.py Note: If the RDE was not upgraded to version 3.7.39, the script will output the error message: “Cannot find RDE privilege group RDE Charts”.

Original Publishing Date: 2022-06-28 Symptoms When trying to download a problem report in Billing > System > Logs > Problem Reports on CloudBlue Commerce version 21.0 and above, the panel will show an error with some variance as below: The error occurred on the attempt to read the file "UNDEFINED/reports/.log.gz". The error occurred on the attempt to read the file "UNDEFINED/reports/22-05-28_04-00-25_627702.log.gz". Cause The functionality is deprecated but was not fully removed from the platform. Resolution The bug OA-30710 created to remove the functionality from the platform. Additionally, it is recommended to deploy a logging solution to gather and analyze the log for CloudBlue Commerce 21.0 and above as described in the official documentation, Logging-Guide

Original Publishing Date: 2022-06-29 Symptoms Attempt to purchase the particular NCE product in Reseller UX1 marketplace fails with an error: Following error occurred:java.lang.NullPointerException The browser debug console could catch the 'validate' request with the same error message: https://cp.test-environment.com/aps/2/resources/bd0d665f-3b24-4c66-be8f-70b76f21953b/validate {error: "com.ingrammicro.imcp.library.aps.exception.APSError",…} error: "com.ingrammicro.imcp.library.aps.exception.APSError" http_request: "POST https://inhouse-products:8081/rest/application/bd0d665f-3b24-4c66-be8f-70b76f21953b/validate" message: "java.lang.NullPointerException" packageId: "9836100d-7bb7-4853-ba12-e5aa3c0a0c0c" Pay attention to the 'items' value right before the exception in the inhouse-products pod log: 14-06-2022;09:20:44,205 INFO  [769253ed-557e-4a99-19f6-aefb6f50d2c4 application-rest:task-49:6836 inhouse-products] c.o.p.a.r.ApplicationInstanceService - ValidationRequestDTO: ValidationRequestDTO{draf tRequestId='null', activationParameters=[ActivationParameter{key='tenant_preference', value='existing', structured_value='null'}, ActivationParameter{key='microsoft_domain', value='.onmicrosoft.com', st ructured_value='null'}, ActivationParameter{key='effective_address', value='', structured_value='null'}, ActivationParameter{key='effective_city', value='', structured_value='null'}, ActivationParameter {key='effective_state', value='', structured_value='null'}, ActivationParameter{key='effective_postal_code', value='', structured_value='null'}, ActivationParameter{key='effective_country', value='', st ructured_value='null'}, ActivationParameter{key='mca_acceptance', value='', structured_value='null'}, ActivationParameter{key='first_name_agreement', value='', structured_value='null'}, ActivationParame ter{key='last_name_agreement', value='', structured_value='null'}, ActivationParameter{key='email_address_agreement', value='', structured_value='null'}, ActivationParameter{key='agreement_date', value= '', structured_value='null'}, ActivationParameter{key='relationship_url', value='', structured_value='null'}, ActivationParameter{key='education_auth', value='', structured_value='null'}, ActivationPara meter{key='migration_info', value='', structured_value='null'}, ActivationParameter{key='customer_tax_id', value='', structured_value='null'}, ActivationParameter{key='mpn_id', value='', structured_valu e='null'}, ActivationParameter{key='effective_phonenumber', value='', structured_value='null'}, ActivationParameter{key='gcc_code', value='', structured_value='null'}, ActivationParameter{key='activatio n_link', value='null', structured_value='{YES=false}'}, ActivationParameter{key='offer_attestation', value='null', structured_value='{attestation_accepted=false}'}, ActivationParameter{key='customer_com pany_name', value='', structured_value='null'}, ActivationParameter{key='customer_email', value='', structured_value='null'}, ActivationParameter{key='partner_on_record_attestation_accepted', value='nul l', structured_value='{attestation_accepted=false}'}, ActivationParameter{key='special_qualifications', value='', structured_value='null'}, ActivationParameter{key='additional_mpnids', value='', structu red_value='null'}, ActivationParameter{key='migration_type', value='', structured_value='null'}], items={1006738=CartItem{quantity=7, resourceApsId='null'}}} 14-06-2022;09:20:44,206 WFLYEJB0034: Jakarta Enterprise Beans Invocation failed on component ProductManagerBean for method public abstract com.odin.platform.application.rest.PdiProduct com.odin.platform .application.api.ProductManager.getPdiProductByApsId(java.lang.String): javax.ejb.EJBException: java.lang.NullPointerException Cause The resource type with the ID from the inhouse-products log is absent from the Service Template that reseller is trying to purchase. Resolution Add the Resource Type to the Service Template back.

Original Publishing Date: 2022-07-11 Symptoms Sales Order hangs in Long Running Operation from the CloudBlue Commerce side, while the PR-cancelation request hangs in CB Connect side with an error: Error on approving the suspend request. : {'code': 'AuthorizationFailed', 'message': "The client 'mike.d@yourdomain.com' with object id '' does not have authorization to perform action 'Microsoft.Subscription/cancel/action' over scope '/subscriptions/qc7t28ff-ab27-49af-827d-cb6ec32393b3' or the scope is invalid. If access was recently granted, please refresh your credentials."} (2b24d7f8-c2a3-469e-adaf-9e69075ab0d9) Cause The user that is used for the Marketplace Refresh Token has no enough permissions. Resolution 1. Make sure that all the requirements for the generating Refresh Token are match: https://docs.cloudblue.com/connect/connectors/Azure/4.6/Azure_Distributor_Portal/Refresh%20Token.htm 2. Re-generate a Refresh Token for a Marketplace.

Original Publishing Date: 2022-07-17 This article contains information about various problems that can occur during the use of the Microsoft 365 CSP to NCE (Connect) migration script.  Error ID Summary/Error Sample from Dry Run migration results file Explanation What to do 1 Software or Perpetual subscription SErr1: Validate the tenant resource aps.id 'xxx-yyy-zzz' failed for customer #11002 subscription #15355: Unexpected number of primary licenses (type 'http://www.softcom.com/officeOffer/1') 0 in the core subscription aps.id 'aaa-bbb-ccc'. Software and Perpetual subscriptions are out of the scope of migration yet (they are indeed NCE offers at all effects). It can be identified because, in the dry run, column "Type" shows "SoftwarePerpetual". Such subscriptions must be removed from the subscription input lists prior to the execution of the script. 3 Subscription with pending order SErr1: Subscription #1413835 with aps.id 'xxx-yyy-zzz' has incomplete order #342215 with id 'aaa-bbb-ccc' status 'PROBLEM' or SErr1: Subscription #1152528 with aps.id 'xxx-yyy-zzz' has incomplete order #102326 with id 'aaa-bbb-ccc' status 'NOT_STARTED' It is possible to place an order for a subscription whose last order is still in a non-closed status, such as "Provisioning", "Long Running Operation", or even "Provisioning Failed". Having this kind of order completed or canceled is needed prior to being able to place additional orders. Status might be different depending on the order type and current status of the pending order. Each case needs to be analyzed and resolved separately, depending on the pending order itself. Fix the pending order by having it completed and after that, provide the subscription in a separate batch to be re-launched. 4 MCA is not signed SWrn1: The subscription #124289 is ready for migration, but has been postponed. The customer has errors. and CErr1: For the customer #1100143 with Microsoft tenant id 'xxx-yyy-zzz' MCA acceptance is required This warning is shown when doing MCA pre-validation and it detects that the customer hasn't signed it yet. Ensure this scenario does not occur by sharing subs to be migrated where MCE is ready. If reproduced by human error then please work with partners to ensure their customers get MCA signed. If an order was already injected which should not occur, the customer is required to go to UX1, to the "Microsoft CSP" product tile, and accept the form that will be shown there before attempting the migration. Run the script in dry-run mode without skipping MCA validation to solve the issue before the migration. Note: In the case of New Zealand, MCA is not checked during validation. Ensure customers without MCA are not scheduled. 6 Domains not based on "onmicrosoft.com" SErr1: The primary_domain 'YOURDOMAIN.onmicrosoft.com.onmicrosoft.com' is not based on 'onmicrosoft.com'. or SErr1: The primary_domain 'YOURDOMAIN.mail.onmicrosoft.com' is not based on 'onmicrosoft.com'. Tenant Domain for a given subscription is not following the ".onmicrosoft.com" format. It's required to fix duplicated suffixes. 7 SKU is not included in the mapping file SErr1: target_plan_id is not specified/not found for source_offer_id '4244aed3-90ae-4754-8dc8-37f2e8d84e85' 'Microsoft 365 Business Voice (US) Adoption Promo'. The donor CSP offer is not included in the .csv mapping file because it is missing, or because there is no equivalent/valid destination offer in NCE. Skip such subscriptions or submit a ticket to the Technical Support team to clarify the issue. 8 Subscription provisioned in Offline Mode SErr1: Wrong data: msSubscriptionId 'offline mode'. UUID format is expected. The subscription was provisioned in Offline Mode and the data is corrupted or not filled appropriately. The subscription must be canceled or corrected with information from Microsoft. 11 Subscription is terminated CErr1: The customer #1300025519 could not be prepared because there are no tenant resources available (Microsoft 365). Possible cause: this customer doesn't have Office 365/Microsoft 365 subscriptions. or The subscription #1508107 is not linked to the tenant resource O365; Maybe the subscription has already been deleted The first message will be shown in the dry run when a given customer has no active subscriptions. The second message will be shown during migration when a given subscription is terminated. Migration can be skipped in those cases. 12 Subscription has "disabled" or "suspended" status SErr2: The core subscription aps.id 'a0057465-b25f-4493-a053-8245416f045d' for the tenant resource aps.id '6c114383-610b-4774-a242-62f8af8923c1' is disabled. Migration of disabled subscriptions is not supported.  The message will be displayed in a dry run when a given subscription has Service Status = Stopped and Status = Expired. Migration can be skipped in those cases. Need to terminate/release from hold impacted subscription, depending on each case. 13 Empty field (blank) in customer or reseller billing profile '500 Internal Server Error' received from 'POST https://inhouse-products:8081/rest/tenant': 400 Bad Request ConnectError(error_code=VAL_001, errors=[asset.tiers.customer.contact_info.postal_code: This field may not be blank.]) or SErr1: An error has been occurred during processing order for migration phase 'phase1_cp'source offer id 'xxx-yyy-zzz' of the S #1152297 C#1200023 to Connect: The provisioning order #10306188(SO000426) id 'aaa-bbb-ccc'; provisioning status: 'PROBLEM'; payment status: 'FINISHED' errors=[asset.tiers.customer.contact_info.contact.first_name: This field may not be blank., asset.tiers.customer.contact_info.contact.last_name: This field may not be blank.]) Orders failing automatically in CBC (requests not reaching Connect) because of one or more mandatory fields in the customer's business profile. In the example, it refers to the postal code, but this is also happening for last name, name, etc. For both customer and reseller. Fill out all empty mandatory fields for the billing profile in the customer or reseller profile. Resubmit is not working so a new Sales Order needs to be placed manually. Once the Sales Order is completed, Cancellation Order for the CSP subscription needs to be placed manually as well. S/w bug APSA-24195 should cover such cases in dry-run mode. 14 Resource with UID not found. Cancelation in progress CErr1: An error has been occurred during validation MCA of customer #100072: HTTP Error 404: Not Found { "error": "APS::Util::ResourceNotFound", "message": "Resource with UID 'xxx-yyy-zzz' not found." } This happens when the subscription is terminated while the dry run is being executed. Launch dry run again. 15 The resource has different limits Upsize is in progress SErr1: Validate the tenant resource aps.id 'xxx-yyy-zzz' failed for customer #1000246 subscription #150120: The resource { "apsType": "http://www.parallels.com/o365Service/1.23", "id": "1001550", "limit": 96, "property": "msLicenses", "resourceId": "aaa-bbb-ccc", "title": "Office 365 Licenses", "unit": "unit", "usage": 0 } has different limits: limit_tenant=93 limit_core=96 core subscription aps.id 'ddd-eee-fff' or SErr1: Validate the tenant resource aps.id 'xxx-yyy-zzz failed for customer #1000204 subscription #1393536: The addonGuid 'aaa-bbb-ccc' rt_id #1003842 has different limits: limit_tenant=40 limit_core=60 core subscription aps.id 'ddd-eee-fff' This happens when the subscription is in the process of upsizing/downsizing while the dry run is being executed. Launch dry run again. 16 Subscription belongs to a reseller CErr1: Unexpected type 'RESELLER' of pa account resources for id #1000009118. The expected is 'CLIENT' Subscription belongs to a reseller instead of a customer. The script is not able to migrate that kind of subscription. 17 Reseller is on hold (administrative or credit) CErr1: Unexpected status 'CREDIT_ADMINISTRATIVE_HOLD' of parent bss account info resources for id #1001067 aps.id 'xxx-yyy-zzz'. The expected is 'ACTIVE' Check the 'hold' statuses of the reseller. or CErr1: Unexpected status 'CREDIT_HOLD' of parent bss account info resources for id #1000155642 aps.id 'xxx-yyy-zzz'. The expected is 'ACTIVE' Check the 'hold' statuses of the reseller. CSP subscription to be migrated under a reseller on credit or administrative hold. Need to release the impacted reseller from hold depending on each case and provide it in a separate batch. 18 Multiple tenant APS resources for the subscription CErr1: There are more than one tenant APS resources related to the subscription #1100412. To continue, unprovision the redundant tenant APS resources. Misconfiguration issue. Each case must be investigated and fixed separately. 19 Requested limit greater than the max allowed limit SErr1: An error occurred while load migration resources for source offer id 'xxx-yyy-zzz': Error when finding target upgrade resource: 'Error when calculate the limits for target upgrade resource: 'resource rate: the requested limit '5500' is greater than the max allowed limit '5000''service plans: #37614 -> #16438 (source -> target) rt_id: #1014697 rr_id: aaa-bbb-ccc offer id: xxx-yyy-zzz 'Office 365 Extra File Storage' limit:5500(source) S#1151551' Max limit configured for NCE version of a given offer cannot accommodate the amount to be migrated.  The issue will be resolved in scope of s/w bug PMA-29867. Another solution: update limit for a subscription. 20 Empty data on tenant information SErr1: Unable to prepare the customer #1008021 because there is no domain available. Tenant resource aps.id 'xxx-yyy-zzz'. In this example, the customer has some tenant data empty. Reach out to the Technical Support team to fix the issue. 21 Tenant resource has no limit for the primary license SErr1: The tenant resource 'xxx-yyy-zzz' has no limit for the primary license; the property 'msLicenses.limit' empty or null; customer #1002458. The migration of such resources is not supported. Misconfiguration issue.  Reach out to the Technical Support team to fix the issue. 22 Platform timeout CErr1: An error has been occurred during validation orders of customer #1000610: HTTP Error 500: Internal Server Error { "error": "APS::Util::Exception", "message": "javax.ws.rs.ProcessingException: org.apache.http.ConnectionClosedException: Premature end of chunk coded message body: closing chunk expected" } or CErr1: An error has been occurred during validation orders of customer #1102057: [Errno 104] Connection reset by peer or CErr1: An error has been occurred during validation MCA of customer #10002217: HTTP Error 500: Internal Server Error {"error": "EndpointIOException","message": "Could not invoke endpoint url 'https://10.2.80.221:443/O365/tenant/xxx-yyy-zzz/checkMCAStatus' of application instance with UUID 'aaa-bbb-ccc'. RESTEASY004655: Unable to invoke request: java.net.SocketException: Connection reset: Connection reset" Platform temporary error. Error message can take many different forms, since it depends on the script phase when crashing. Resubmit a failed order or run a dry run again, depending on the stage where it happens. 24 Sales Order in "Applying Credit Documents to Reseller-level Transactions" or "Automatic Payment for Reseller is Waiting for Completion" SErr1: The provisioning order #10305851(SO000128) id 'xxx-yyy-zzz' - timeout; phase 'phase0_lo'provisioning status 'NOT_STARTED'; flow status 'AD'; payment status: 'FINISHED' or SErr1: The provisioning order #35483737(SO000054) id 'aaa-bbb-ccc' - timeout; phase 'phase0_lo'provisioning status 'NOT_STARTED'; flow status 'TW'; payment status: 'FINISHED'. Sales Order for NCE blocked in unexpected status to avoid having it completed, caused by some reseller billing issues. Make any action needed to have the order completed. Proceed to manually cancel the CSP legacy subscription after that.   26 Sales Order remains in LRO after completion of execution. Sales Order pending because Inquiring Request  SErr1: The provisioning order #3548398(SO000004) id 'xxx-yyy-zzz' - timeout; phase 'phase1_cp'provisioning status 'IN_PROGRESS'; flow status 'LO'; payment status: 'FINISHED'. Sales Order for NCE is blocked in unexpected LRO/Pending status to avoid having it completed. Most probably because the request went to the Inquiring stage(main reason: address validation). Make any action needed to have the order completed. Once the Sales Order is completed, Cancellation Order for the CSP subscription needs to be placed manually too. 27 Sales Order in "Waiting Approval" Sales Order pending because of manual step required   SErr1: The provisioning order #3548403(SO000143) id 'xxx-yyy-zzz' - timeout; phase 'phase0_lo'provisioning status 'NOT_STARTED'; flow status 'WA'; payment status: 'PROCESSING' Sales Order for NCE blocked in unexpected status to avoid having it completed. Make any action needed to have the order completed. Proceed to manually cancel the CSP legacy subscription after that.  28 MPN ID is not valid as a partner on record SErr1: An error has been occurred during processing order for migration phase 'phase1_cp'source offer id 'xxx-yyy-zzz' of the S#137096 C#11020685 to Connect: The provisioning order #3548364(SO000003) id 'aaa-bbb-ccc'; provisioning status: 'PROBLEM'; payment status: 'FINISHED' Reseller MPN is not valid to provision any kind of O365 offer. Need to be reviewed and/or updated.  Adjust MPN from RCP. Cancel the failed order and place a new one manually. Once Sales Order is completed, Cancellation Order for the CSP subscription needs to be placed manually too. 29 Subscription has pending or incomplete tasks  SErr1: The tenant resource 'xxx-yyy-zzz' has the aps status 'aps:suspended', while the expected is 'aps:ready'. Please check the incomplete tasks for the customer #13028068 subscription #1044049.; or SErr3: The tenant resource 'xxx-yyy-zzz' has the status 'disable', while the expected is 'ready'. Please check the incomplete tasks for the customer #13028068 subscription #1044049. or SErr1: The tenant resource 'xxx-yyy-zzz' has the aps status 'modifing', while the expected is 'aps:ready'. Please check the incomplete tasks for the customer #110123581 subscription #1508214. or SErr1: The tenant resource 'xxx-yyy-zzz' has the aps status 'aps:provisioning', while the expected is 'aps:ready'. Please check the incomplete tasks for the customer #10216787 subscription #1423403. or SErr2: The tenant resource 'xxx-yyy-zzz' has the status 'None', while the expected is 'ready'. Please check the incomplete tasks for the customer #1000216787 subscription #1423403. Current status of the subscription is mentioned in the error message and may take different values.  Make pending tasks finished to allow subscription to reach the expected status. 30 The subscription has multiple tasks running  SErr2: There is one or more tasks related to subscription #1501932 Operational issue. Each case needs to be fixed separately. Make pending tasks finished or remove duplicated/unnecessary ones. 32 Subscription postponed due to customer error SWrn1: The subscription has been postponed. The customer has errors. or (The subscription)(.+?)(is not processed the customer has errors)  This generic warning points to more explicit errors. In most cases, this is because the customer has no signed MCA (see item 4), but there are also errors related to the subscription itself. Search for additional errors mentioned in the same row in the dry run results file in the Errors and/or the CustomerErrors columns. Proceed according to each specific error. 33 All subscriptions under a given customer have errors CErr1: The customer has all 1 subscriptions with errors: [#1508274] This generic error points to more explicit errors. In most cases, this is shown because the subscription is not mapped (see item 5), or is a fake annual. Search for additional errors mentioned in the same row in the dry run results file in the Errors and/or the CustomerErrors columns . Proceed according to each specific error. 34 Cancelation Order for CSP failed because the subscription is already terminated SErr1: An error has been occurred during placement order for cancelation of the source subscription S#1370188 C#11020381: Placement order for C#11020381 S#1370188 failed: 'Can not cancel Subscription #1370188: it is Terminated already. ' Cancelation Order for CSP subscription failed because by the time it was going to be placed by the script, it was already canceled manually by someone. Cancel failed Cancelation Order. No additional steps are required. 35 The customer's account is canceled Cerr1: Unexpected status 'CANCELLED' of bss account info resources for id 1242432. The expected is 'ACTIVE' Check the 'hold' statuses of the customer. The Customer account is canceled, so presumably, all subscriptions under it should already be canceled as well. Is not possible to do anything with this customer. Skipped from migration. 36 The customer's account is on hold Cerr1: Unexpected status 'ADMINISTRATIVE_HOLD' of bss account info resources for id 324286. The expected is 'ACTIVE' Check the 'hold' statuses of the customer The customer's account is on hold. Take any action needed to release the account from hold  and proceed with migration manually, or add it to a future batch. 37 MCA skipped due to no Microsoft tenant information CWrn1: Validation MCA acceptance for the customer #1000216787 skipped; there is no Microsoft tenant. Subscription Status is stuck in Provisioning Status and no Microsoft Account or User IDs have been generated yet, hence MCA validation can't happen. Each case needs to be investigated and fixed separately. 38 BSS subscription migration is not supported (SErr\d: The BSS subscription)(.+?)(The migration of such subscriptions is not supported. Either activate the subscription or destroy it.) Status in OSS and status in BSS are not matching. Ensure both statuses are equivalent to both Operations and Billing 41 The customer has no cloud subscriptions CErr1: The customer #104154 has no cloud subscriptions. or SErr1: The subscription #104154 has no cloud subscriptions. In order to proceed, the subscription should be destroyed. This generic error points to more explicit errors for subscriptions (the most common issue is that the subscription has no Microsoft subscription. The subscription should be destroyed. No additional steps can be done. Skipped from migration. 42 The user account does not exist in the tenant SErr1: Failed to load subscribed_skus for customer #1071997 initial_subdomain 'YOURDOMAIN' tenant asp.id 'xxx-yyy-zzz': HTTP Error 500: Internal Server Error. "error": "ApplicationUnknownError", "http_request": "GET https://mosigw.company.com:443/Office365Application01/ aps/tenants/xxx-yyy-zzz/subscribed_skus?includeOrderInfo=false", "message": "AADSTS50020: User account '{EmailHidden}' from identity provider 'https://sts.windows.net/6011262a-a185-485f-b462-31d8ac8e7686/' does not exist in tenant 'XYZ' and cannot access the application 'aaa-bbb-ccc'(Odin Automation Office 365 Integration) in that tenant. The account needs to be added as an external user in the tenant first. Sign out and sign in again with a different Azure Active Directory user account.' or (SErr\d: Failed to load subscribed_skus for customer)((.|\n)+?)(The Microsoft 365 application does not have the necessary administrative permissions to manage this Microsoft account. The owner of this Microsoft account must grant these permissions to the application). The user account does not exist in the tenant and cannot access the application in that tenant. The account needs to be added as an external user in the tenant first. Sign out and sign in again with a different Azure Active Directory user account. 43 Inconsistency of tenant resource data stored in APS bus CErr1: The customers #1037434 contains the wrong tenant APS resource with aps.id 'xxx-yyy-zzz' no property 'subscriptionId' in the relation 'subscription'. and (SErr\d: Failed to parse subscribed_skus for customer)(.+?)(The CBC subscription was not found for tenant)(.+?)(This may means that the data of the endpoint and the APS-bus contain conflicting data.) or (SErr\d: Failed to parse subscribed_skus for customer)(.+?)(inconsistency in the endpoint database - the value of Quantity should be 0)(.+?)(This may means that the data of the endpoint and the APS-bus contain conflicting data.) Wrong tenant resource stored in APS bus. This may mean that the data of the endpoint and the APS-bus contain conflicting data. Check the APS bus and fix it if necessary in case it's garbage. Any tenant must be linked with the core subscription. 44 Resources from core subscription does not present in the endpoint data SErr1: Suspicion of incorrect data configuration for subscription #2084697 (core subscriptions with aps.id(s) [xxx-yyy-zzz]). The resources [{ "apsType": "http://www.parallels.com/Office365/Addon/1.8", }] from core subscriptions does not present in the endpoint data. It means that endpoint data mismatch with data from the platform. Need to check and adjust subscription resources. The data in the endpoint of the APS doesn't match with the platform data. Check and adjust subscription resources between core subscription resources information and endpoint data. 46 MCA acceptance is required for the Microsoft tenant id  SErr1: For the S#0000000 C#0000000 Microsoft tenant id 'xxx-yyy-zzzz' MCA acceptance is required.Possible reason - the application endpoint version is lower than the required one MCA needs to be signed if it is missing or signed again if it is updated on Microsoft side. End customer needs to sign the MCA in customer control panel for this subscription.  Check if the application endpoint version is lower than the required one. 48 Multi-factor authentication is required to access (SErr\d: Failed to load subscribed_skus for customer)(.+?) (Internal Server Error)((.|\n)+?) (Due to a configuration change made by your administrator, or because you moved to a new location, you must use multi-factor authentication to access)((.|\n)+?)(}) Caused by a configuration change made by the administrator, or because it was moved to a new location. It's required to use multi-factor authentication for Refresh Token user account. 49 The customer has no subscriptions  (Cerr\d: The customer)(.+?)(does not have any subscriptions) The error can occur  when the input is from customers and not from subscriptions, and a given customer has no active CSP subscriptions. Skip this case from migration. 52 The Reseller account is canceled CErr1: Unexpected status 'CANCELLED' of parent bss account info resources for id #1024579 aps.id 'xxx-yyy-zzz'. The expected is 'ACTIVE' Check the 'hold' statuses of the reseller. The Reseller account is canceled, so presumably, all subscriptions under it should be already canceled as well. Is not possible to do anything with this subscription. If the reseller account was transferred out, maybe the subscription was accidentally left behind. Skipped from migration. 64 Timeout during migration process SErr1: process is timeout: 7240 sec  Need to check case by case each subscription, to identify at which step it was interrupted. 65 Cancelation placed for subscription out of migration process SErr1: An error has been occurred during placement order for termination source S#1512761 C#1100268555: Placement order for C#1100855S#1512761 failed: 'Unable to cancel the subscription: it has at least one open order. Complete or cancel it before canceling the subscription.' or SErr1: An error has been occurred during placement order for termination source S#15090 C#11002242: Placement order for C#11002342 S#1509040 failed: 'Can not cancel Subscription #15040: There is already a Cancellation Order #CL0006 in status "Provisioning is in progress(LO)". This order prohibits placing the order of All Order Types (Per Subscription). Please either cancel the conflicting order or wait until it is processed, or contact support. ' Cancelation order for CSP donor subscription was manually placed at a time point before migration process ended. No action needed. 66 Error in payment for NCE sales order SErr1: An error has been occurred during processing order #36437306(SO000008) id 'e387b89f-136f-4b75-9bb1-cdba98330ea0' for migration  phase 'phase1_cp' of the S#1260005 C#1100554 to Connect: The provisioning order #364306(SO0008) id 'xxx-yyy-zzz'; provisioning status: 'PROBLEM'; payment status: 'FINISHED' - FAILED or SErr2: The provisioning order #3643736(SO0008) id 'xxx-yyy-zzz'; provisioning status: 'PROBLEM'; payment status: 'FINISHED' - FAILED  Business to review payment method for a given customer. 69 Missing Microsoft order ID "SErr1: Internal error for subscription #101421. Error The data '{         ""chName"": ""Exchange Online Archiving for Exchange Online"",          ""chSKU"": ""2828be95-46ba-4f91-b2fd-0bef192ecf60"",          ""idOrd"": """",          ""idSub"": ""xxx-yyy-zzz"" }' from 'childData' for addon counter 'childLicenses' is not valid there is no data in one or more fields: ['idSub','idOrd','chSKU']" Missing Order ID field Fulfill the missing Order ID field 70 Bundle subscription SErr1: Internal error for subscription #105413. Error The property 'childLicenses5' does not present in the tenant resource aps.id 'xxx-yyy-zzz' The subscription is a bundle and migration should be done manually. No action needed. Out of scope for migration. 71 Wrong character in tenant domain CErr1: 'ascii' codec can't encode character u'\u200e' in position 0: ordinal not in range(128) Wrong character in tenant domain.  It's required to fix the wrong character in tenant domain. 72 No default payment method for the customer  CErr1: The default payment method for account #10117201 aps.id 'xxx-yyy-zzz' - not provided No default payment method for the customer. Set e default payment method for an end-customer account. 73 No resource type SErr1: An error occurred while loading migration resources for source offer id 'xxx-yyy-zzz': The resource_type_id #101512 was not found in service plan #52402 : [#140367] No resource type Fix the subscription 74 Cancelation order not completed SErr1: An error has been occurred during processing order #10809124(CL0011) id 'xxx-yyy-zzz' for migration  phase 'phase1_cp' of the S#115995 C#12059742 to Connect: The provisioning order #10809124(CL0011) id 'aaa-bbb-ccc'; provisioning status: 'PROBLEM'; payment status: 'AVAILABLE' - FAILED For whatever reason, Cancellation Order for CSP subscription was not completed by the time execution was finished. Track Cancellation Order and ensure it is completed. Known limitations and other concerns Summary Sample Explanation What to do Limit exceeded Seen in the Failed Purchase Request in the Connect Portal: Reason: The requested number of 3 seat(s) exceeds the remaining limit of 0 seats allowed per subscription for the CatalogItemId - CFQ7TTC0LH33:0001:CFQ7TTC0J88N Request in Connect will fail with previous error message. This happens when, after placing an NCE order and before having the current CSP canceled, the total of seats from both subscriptions exceeds the maximum limit of seats established by Microsoft for that particular offer. Subscription with autorenewal = disabled  N/A Subscriptions with autorenewal = no, are candidates for the migration as well, and nothing will avoid that script process and migrate them if they are provided in the input.  N/A Upgrade path for legacy CSP subscription N/A When subscriptions are migrated using switch mode, an upgrade path from CSP to NCE offer is created for related service plans under an affected L2 Reseller. Presumably, any customer owning a subscription for that service plan will be able to perform a manual switch as well as consequence. N/A Reseller on hold N/A Sales Orders placed for NCE under a reseller on hold (Administrative Hold or Credit Hold) will get blocked in "Provisioning on Hold" status. Hence, the order will not be processed, and the CSP subscription will not be canceled either. As soon as a reseller is released from hold status, the order will automatically start the provisioning. The customer has not signed MCA Seen in the Inquiring Purchase Request in the Connect Portal: State changed to inquiring with the following parameters marked as invalid: agreement_date, effective_phonenumber, email_address_agreement, first_name_agreement, last_name_agreement, mca_acceptance Sales Orders placed for NCE for a customer who hasn't signed MCA will run into "Inquiring" status. Hence, the order will not be completed, and the CSP subscription will not be canceled either. See also related row in the table above. The customer needs to go to the Activation Form using the link shown in UX1 and provide all missing details so the Request is moved to Pending status. Discount in BSS N/A If a BSS discount is configured and applied for a destination NCE service plan, the discount will be applied as well to Sales Order generated by the migration script for those specific service plans. N/A

Original Publishing Date: 2022-07-18 Symptoms Billing Order is not generated for Azure NCE subscription even if usage file is accepted from CloudBlue Connect. Services > Usage Reports menu from the CloudBlue Commerce shows status of the Usage File as "Failed" with an error Default margin configuration not found for service plan XXX-YYY-ZZZ Cause Margin is not configured for the Azure NCE product under a particular reseller. The error is described on the official documentation page for Rating Engine PAYG: https://docs.cloudblue.com/cbc/20.5/premium/content/Rating-Engine-PAYG/Monitoring-and-Troubleshooting.htm Resolution Configure Margin according to the official documentation page https://docs.cloudblue.com/cbc/20.5/premium/content/Rating-Engine-PAYG/Introduction.htm CloudBlue Commerce Reseller UX1 Control Panel > Price Manager > find Azure NCE product > click on Price Rated Margin and click Next. Once Margin is configured for a Reseller, re-upload a usage file from Provider Control Panel > Usage Reports > Upload Report and make sure it's processed. Billing Order will be generated automatically when the Usage File is processed by CB Commerce and VRD.