ProxyAV : have problem about license on appliance

[Chakuttha Riyaphan]

Dear all

Now i founded many my customer have problem about license on appliance status license is expire

but i check on symantec asset lookup license still active and i try to update licese on appliance again but still cannot.

and i open case to TAC support case number 13709841 but don't have anyone to support me.

 

thank you for your help :))

[Migration User]

Hi Chakuttha,

 

            I am sending you a personal message. Please check the same.

[Chakuttha Riyaphan]

Hi Aravind,

Thank you for your help. but can i ask you about this issues because i have download license from portal page and try to manual installation many times.

license still cannot active but after i received license from you and manual installation license it successfully to install license and license status active 

everything on ProxyAV back to normal Kaspersky can update.

 

BR

Chakuttha R. 

[Migration User]

Hi Chakuttha,

 

             I am not sure on what might have happened. If you have the old license file copy, can you zip and send it to me via private message?

[Chakuttha Riyaphan]

Hi Aravind,

I send private message to you already.

Thank you for your help

 

BR

Chakuttha R.

[Migration User]

Hi Chakuttha,

 

              The license file you shared was having only the base license for the AV device. It was not having the AV component showing up. This could be the reason it was not updating the license.

[Chakuttha Riyaphan]

Hi Aravind,

Thank you but i don't know what happened i have to activate component license with AV already and i check with support this component license activate with AV serial number of my customer already.

if i don't activate component license with serial number i will cannot download license.

Thank you for your help .

 

Best Regards,

Chakuttha R.

 

[Migration User]

Hi Chakuttha,

 

           When I checked backend, the license was showing up as taggged to the serial number. If this issue happens again, do call our Customer Care team who can get this checked. Now I hope it is working as expected.

[Chakuttha Riyaphan]

Hi Aravind,

you can see my step to activate as below i have been to capture screen on that time to have problem.

 

everything it successfully but i don't understand why my license still cannot active.

 

BR

Chakuttha R.

[Migration User]

Hi Chakuttha,

 

             Looks the second screen is giving you back the device license alone, not the AV one. For AV to get added, I will recommend to try the path ProxyAV > License Download > Enter Serial number and Submit. From this page, download the license and see. This should have the AV too added.

[Chakuttha Riyaphan]

Hi Aravind,

this issues has been to resolve but i just come to explain and ask about this issues i founded before.

because my customer would like to know root cause of this issues. but it's ok

thank you for your help :))

 

BR

Chakuttha R.