Mototrbo wideband entitlement activation failure

[kb5udf]

Hi all,
I purchased a wideband entitlement key from Moto. on 7/17/25, I never activated it or attempted to do so until lately. I am logged onto my moto. account and I can see the entitlement and its ID.

When I open Morotrbo cps 2.0 and select register device licenses, I cut and paste in my entitlement. I click the query button and get the following error:

[#29853] Unable to contact the license server. Please check your network settings and try again. If you continue to get this message, contact customer service.

I have tried various things, like making sure I was logged in to customer hub, tried different pc's and made sure I am running the latest cps 2.0 release. There is nothing wrong with my network.

Has anyone resolved this before?

Thanks in advance,

73

 

[KJ4DHF]

Did you connect to the:

 

[kb5udf]

I did not. I didn't realize a separate login was required. I did that and now I get:

error #1015058
There are no device features on the licensing server for the EID entered.

To be clear I am cutting and pasting the wide band entitlement ID from my customer hub account into the CPS.

Now on customer hub, I can no longer see the software I have or the EID. I get a red bar at the top of the webpage that says
"exception in callout"

Hopefully that is a temporary problem on the motorola side.

I'll try again after dinner.

Thanks for letting me know there was another thing to log in to.

Also should I be selecting register device license or application license?

Strangely now I'm getting the 29583 again.

 

[KJ4DHF]

Wideband EID is application license

 

[ten13]

Generally speaking, some logins don't accept 'cut-and-paste" entries.

Try typing it in by hand.

 

[kb5udf]

Success.

For the log, here's what I had wrong:
1. Must log into auth. portal, not just customer hub.
2. It is activation license, not device
3. Type in by hand (assuming this one mattered, not sure but it did work).

Thanks!

 

[n3obl]

Just a note this does not work with old CPS 16.

 

[K9KLC]

Success.

For the log, here's what I had wrong:
1. Must log into auth. portal, not just customer hub.
2. It is activation license, not device
3. Type in by hand (assuming this one mattered, not sure but it did work).

Thanks!

What browser did you use to log into the auth.portal

 

[kb5udf]

What browser did you use to log into the auth.portal

Chrome, I think.

 

[K9KLC]

Chrome, I think.

Thanks. I've been fighting this for 3 days now. Il give chrome a try I guess. I'm out of ideas here. I'm not sure my provider isn't blocking one of the ports or something. I have t mobile home internet which works great but little control over what I can change.

 

[K9KLC]

Chrome, I think.

Finally got mine done this morning, had to go to a friends house, and use two different computers but got it done. Thanks.

 

[W7GH]

This response is too late to help the OP, but might help someone else facing the same problem. I too experienced issues logging into the authentication portal. The link to the portal is http://connect.motorolasolutions.com/ . Note that the link uses old-fashioned HTTP rather than HTTPS. These days when a user tries an HTTP link, many browsers automatically try to connect with HTTPS first, which in this case will fail. That's what happened with me when I used Chrome. The work-around, which was given to me by someone at Motorola, is to use a Chrome Incognito window. Weird, but it works.

 

[serial14]

Another note for future readers, CPS 2.0 reaches out to MSI on a weird port number( I don't have it accessible right now ), not a standard port like 80 or 443. So if you are network that has proxy servers or outbound filtering it may not work due to these weird port numbers they use. For me, I had to first do the operations from a phone hotspot and then once I figured it all out, had to tweak the configuration of the proxy server to allow their weird port numbers.

 

[K9KLC]

This response is too late to help the OP, but might help someone else facing the same problem. I too experienced issues logging into the authentication portal. The link to the portal is http://connect.motorolasolutions.com/ . Note that the link uses old-fashioned HTTP rather than HTTPS. These days when a user tries an HTTP link, many browsers automatically try to connect with HTTPS first, which in this case will fail. That's what happened with me when I used Chrome. The work-around, which was given to me by someone at Motorola, is to use a Chrome Incognito window. Weird, but it works.

Thanks I'll try that next time I have a different laptop I need to install it on also and perhaps that will work here. I'm still not sure, I don't have a problem with my internet provider blocking it but it's worth a try.

 

[K9KLC]

Another note for future readers, CPS 2.0 reaches out to MSI on a weird port number( I don't have it accessible right now ), not a standard port like 80 or 443. So if you are network that has proxy servers or outbound filtering it may not work due to these weird port numbers they use. For me, I had to first do the operations from a phone hotspot and then once I figured it all out, had to tweak the configuration of the proxy server to allow their weird port numbers.

It worked using your phone as the hotspot? interesting.

 

[K9KLC]

This response is too late to help the OP, but might help someone else facing the same problem. I too experienced issues logging into the authentication portal. The link to the portal is http://connect.motorolasolutions.com/ . Note that the link uses old-fashioned HTTP rather than HTTPS. These days when a user tries an HTTP link, many browsers automatically try to connect with HTTPS first, which in this case will fail. That's what happened with me when I used Chrome. The work-around, which was given to me by someone at Motorola, is to use a Chrome Incognito window. Weird, but it works.

This!!!!! I fought this for 3 days, finally ended up going to a friends house to do it. I tried what you suggested just now to see if I could get in, and it logged on thru the incognito window almost instantly (after name, password and their email with the 6 digit code was entered). Thank you for sharing this.

 

[Firebuff880]

==
Back in August 2023, Motorola changed the way they authorize access to the Licensing Server from the RM Server.
-- https://www.motorolasolutions.com/c...adio-licensing-authentication-portal-faqs.pdf

Motorola is using a redirect to a non-standard port, 6082



It's also using a non-standard application, OKTA, which WebSense and other corporate tools may be blocking.

Go to More Tools -> Developer tools for assistance in debugging this on your workstation.