Wrong Software Licensing Version

[Anonymous]

Hello,

One of our customer bought 4 licenses (2 for RMX et 2 for DMA)

RMX is in version 8.6

DMA is in version 6.3

When we activate the licenses to generate an activation keycode, the license is generated for:

v 8.8 for the RMX

and v 10 for the DMA.

How could we generate a keycode with the correct version?

Regards

[SteffenBaierUK]

Hello @JohanBonvalet ,

Welcome back to the Poly Community.

Please contact our Support Team in your region.

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

[Anonymous]

Hello @SteffenBaierUK

Thanks for your feedback, the thing is the customer does not have any maintenance contract... 

We tried to open a ticket to Poly, but because of this, it was canceled

Regards

[SteffenBaierUK]

Hello @JohanBonvalet 

I doubt a license issue needs to be under contract. Simply ring +33 1 41 32 18 20 and speak to an agent.

Best Regards

Steffen Baier

[Anonymous]

Steffen,

Thank for this, I called this number and a new SR has ben raised.

The contact will try to identify the issue and resolve it.

But he was not sure about the fact that a lack of maintenance contract will be ok.

I will let you know if it solved this issue.

Regards

[Anonymous]

Hello @SteffenBaierUK

Could you confirm if we need to inform the server version before buying the license?

According to the Poly Support (+33 1 41 32 18 20 ) we need to do that.

Regards

[SteffenBaierUK]

Hello @JohanBonvalet 

I never deal with licensing issues. The Support Team should be able to tell you. What is the SR number you had?

Best regards

Steffen Baier

[Anonymous]

Hi @SteffenBaierUK

The SR was 1-20856147189.

The customer succeed to activate some licenses but...

We have a big doubt about the process

Could you confirm that:

1- the Product Software Licenses are received by PDF

2- Connect to support.polycom.com -> Product Activation

3- Enter the Serial Number

4- Enter the Product Software License in the Activation page

5- Click to generate the new KeyCode

6- Connect to the server

7- Enter the new KeyCode in the licensing page

This is the normal steps to activate the licenses, correct?

But... this is what is working so far:

The Product Software License have been generated in the Product Activation page

--> New Keycode generated

1- The DMA did not accept the Keycode, because it was generated for a version 10 instead of a 6.3

2- the DMA accepted the Product Software License in the License page of the DMA for one License, the second license was not accepted

3- the DMA accepted the UPGRADE code which, apparently, contains the second license.

---> The DMA finally accepted the new licenses. Issue solved for the DMA.

For the RMX:

One of the Product Sotware License has been generated but for version 8.8 instead of 8.6

--> The RMX refuses the Keycode

--> The RMX accept the Upgrade Code 8.6 but no license added.

We generated the last Product Software License, the customer will try to add either the Upgrade Code 8.6, or the new Keycode.

We clearly do not understand how the licensing activation works.

The Poly Support told us we have to inform the version number while ordering the license, in order to Poly to sell the good license (compatible with the customer's version).

An SFR commercial talked with Poly:

Poly told the commercial that the KeyCode is not useful. We just need to:

Generate the new keycode with the licenses, and use the Upgrade code to activate the new licenses in the server.

Also, we always put the KeyCode in any Poly's equipment (codecs, and servers) so far.

We do not understand why a Product Software License has been accepted, and why an upgrade code updated the license number of the DMA instead of the Keycode.

If you could enlighten us about that it would be nice 🙂 is there a new process?

Hope I was clear about this explication, if not, do not hesitate.

Regards

Johan

[SteffenBaierUK · Accepted solution]

Hi @JohanBonvalet 

like I already stated my expertise is not around licensing so other teams look after this. Your partner SFR should be able to work with Poly to get the correct licenses in the 1st place.

Best Regards

Steffen Baier