Customers IT has allowed access to api.inductiveautomation.com, but the gateway (v7.9.10) still says that there is no internet access...
Anyone (@Kevin.Herron ) knows, what URL is correct?
You have the correct url, Ignition calls out to https://api.inductiveautomation.com/activation/ for 6 character license activations (which would be all 7.9 licenses, since 8-character keys were introduced in Ignition 8.1).
For all 8-Character licenses in Ignition 8.1+, they call https://licensing.inductiveautomation.com/ and activate using the leased activation method (which includes Maker licenses), but to be clear, this is only for 8-character license keys. 6 Character keys activate at the same api.inductive URL mentioned above regardless of Ignition version.
I'd try to take a look at the logs and see if there are failures reported from the connection attempt - that might give you some additional info you can take to IT for further troubleshooting. Looks like there's a routes.config.ActivationWS logger that logs when the system tries to determine connectivity to that endpoint, but it should already log warnings when failures occur, so not sure there's any use in turning it up.
This is what's in gateway logs:
java.net.SocketTimeoutException: connect timed out
at java.net.DualStackPlainSocketImpl.waitForConnect(Native Method)
at java.net.DualStackPlainSocketImpl.socketConnect(Unknown Source)
at java.net.AbstractPlainSocketImpl.doConnect(Unknown Source)
at java.net.AbstractPlainSocketImpl.connectToAddress(Unknown Source)
at java.net.AbstractPlainSocketImpl.connect(Unknown Source)
at java.net.PlainSocketImpl.connect(Unknown Source)
at java.net.SocksSocketImpl.connect(Unknown Source)
at java.net.Socket.connect(Unknown Source)
at sun.security.ssl.SSLSocketImpl.connect(Unknown Source)
at sun.net.NetworkClient.doConnect(Unknown Source)
at sun.net.www.http.HttpClient.openServer(Unknown Source)
at sun.net.www.http.HttpClient.openServer(Unknown Source)
at sun.net.www.protocol.https.HttpsClient.(Unknown Source)
at sun.net.www.protocol.https.HttpsClient.New(Unknown Source)
at sun.net.www.protocol.https.AbstractDelegateHttpsURLConnection.getNewHttpClient(Unknown Source)
at sun.net.www.protocol.http.HttpURLConnection.plainConnect0(Unknown Source)
at sun.net.www.protocol.http.HttpURLConnection.plainConnect(Unknown Source)
at sun.net.www.protocol.https.AbstractDelegateHttpsURLConnection.connect(Unknown Source)
at sun.net.www.protocol.http.HttpURLConnection.getOutputStream0(Unknown Source)
at sun.net.www.protocol.http.HttpURLConnection.getOutputStream(Unknown Source)
at sun.net.www.protocol.https.HttpsURLConnectionImpl.getOutputStream(Unknown Source)
at com.inductiveautomation.ignition.gateway.web.pages.config.routes.ActivationServiceCalls.call(ActivationServiceCalls.java:96)
at com.inductiveautomation.ignition.gateway.web.pages.config.routes.ActivationServiceCalls.call(ActivationServiceCalls.java:73)
at com.inductiveautomation.ignition.gateway.web.pages.config.routes.ActivationServiceCalls.reload(ActivationServiceCalls.java:59)
at com.inductiveautomation.ignition.gateway.web.pages.config.routes.ActivationServiceCalls.reload(ActivationServiceCalls.java:53)
at com.inductiveautomation.ignition.gateway.web.pages.config.routes.ActivationRoutes.activate(ActivationRoutes.java:185)
at com.inductiveautomation.ignition.gateway.web.pages.config.routes.ActivationRoutes.lambda$mount$1(ActivationRoutes.java:59)
at com.inductiveautomation.ignition.gateway.dataroutes.Route.service(Route.java:211)
at com.inductiveautomation.ignition.gateway.dataroutes.RouteGroupImpl.service(RouteGroupImpl.java:49)
at com.inductiveautomation.ignition.gateway.dataroutes.DataServletServicerImpl.service(DataServletServicerImpl.java:78)
at com.inductiveautomation.ignition.gateway.bootstrap.DataServlet.service(DataServlet.java:25)
at javax.servlet.http.HttpServlet.service(HttpServlet.java:790)
at org.eclipse.jetty.servlet.ServletHolder.handle(ServletHolder.java:837)
at org.eclipse.jetty.servlet.ServletHandler.doHandle(ServletHandler.java:583)
at org.eclipse.jetty.server.handler.ScopedHandler.handle(ScopedHandler.java:143)
at org.eclipse.jetty.security.SecurityHandler.handle(SecurityHandler.java:548)
at org.eclipse.jetty.server.session.SessionHandler.doHandle(SessionHandler.java:226)
at org.eclipse.jetty.server.handler.ContextHandler.doHandle(ContextHandler.java:1160)
at org.eclipse.jetty.servlet.ServletHandler.doScope(ServletHandler.java:511)
at org.eclipse.jetty.server.session.SessionHandler.doScope(SessionHandler.java:185)
at org.eclipse.jetty.server.handler.ContextHandler.doScope(ContextHandler.java:1092)
at org.eclipse.jetty.server.handler.ScopedHandler.handle(ScopedHandler.java:141)
at org.eclipse.jetty.server.handler.HandlerList.handle(HandlerList.java:52)
at org.eclipse.jetty.server.handler.HandlerWrapper.handle(HandlerWrapper.java:134)
at org.eclipse.jetty.server.Server.handle(Server.java:518)
at org.eclipse.jetty.server.HttpChannel.handle(HttpChannel.java:308)
at org.eclipse.jetty.server.HttpConnection.onFillable(HttpConnection.java:244)
at org.eclipse.jetty.io.AbstractConnection$ReadCallback.succeeded(AbstractConnection.java:273)
at org.eclipse.jetty.io.FillInterest.fillable(FillInterest.java:95)
at org.eclipse.jetty.io.SelectChannelEndPoint$2.run(SelectChannelEndPoint.java:93)
at org.eclipse.jetty.util.thread.strategy.ExecuteProduceConsume.produceAndRun(ExecuteProduceConsume.java:246)
at org.eclipse.jetty.util.thread.strategy.ExecuteProduceConsume.run(ExecuteProduceConsume.java:156)
at org.eclipse.jetty.util.thread.QueuedThreadPool.runJob(QueuedThreadPool.java:654)
at org.eclipse.jetty.util.thread.QueuedThreadPool$3.run(QueuedThreadPool.java:572)
at java.lang.Thread.run(Unknown Source)
I spoke to the customer and they say that they have a proxy server between the internet and the local network and that they allowed inductiveautomation.com through.
I can confirm this because I can connect with the EDGE browser to the https://inductiveautomation.com.
But the gateway is still OFFLINE...
So... what else could be a problem?