Problem #

After MarketConnect provisions a Nova Cloud service, the Nova Cloud: Prompt First addon module logs one of the following entries to the Activity Log at Configuration () > System Logs:

Nova Cloud: License External ID capture hook failed

Nova Cloud: Unable to store the License External ID for service

The service provisions and works normally, but customers go to Services > My Services when they click upgrade or login links in Nova.

Cause #

This issue indicates that the License External ID custom field is empty.

The Nova Cloud: Prompt First addon module captures the License External ID custom field value by reading the Nova Cloud order’s status immediately after provisioning. If that status was not available from MarketConnect at the time of provisioning, the system cannot capture it later.

Solution #

To resolve this issue:

1. Go to Clients > Products/Services and select the affected service.
2. Open the Custom Fields tab and check whether the License External ID custom field is empty.
3. If the custom field is empty, enter the customer’s Nova license ID and save the service.

Last modified: 2026 September 25