Learning Forum

[Roberto]

Hi , the problem is a bit urgent.

 

regards 

[Subashni Ravichandran]

Hello Roberto

I'm looking into the files you have shared. I will get back to you soon on this.

[Subashni Ravichandran]

Hello Roberto

I went through the files shared by you, I see that there may be some connection issue.

For better understanding, could you please send the curl output and other files as listed in #6 of Troubleshooting Document for all the machines in which you are trying to activate the licenses?

[Roberto]

Subashni  Hello Subashini, as soon as I connect from the customer I will take all the data you asked for.
This problem started when I split the subscription with 2 emails.
It looks like a license error because if I try to access my computer with the client's user and password it also gives me the error of the spacecliam license and it doesn't open (I don't think it's a problem connecting their PCs)
Did you also try to log in to spacecliam with their credentials ?(username and password, I sent them to brian in a photo)
Regards

[Subashni Ravichandran]

Hello Roberto

I checked the customer login information and tried the same on my machine. I was able to reproduce the error. I will need to discuss this issue with the licensing team. In the meantime, could you try un-assigning and reassigning the licenses? 

[Roberto]

Subashni

Hi Subashni, I dissociated all the devices , and I have removed the subscriptions and emails, now I can no longer associate any emails, can you assign yourself to the same emails that were there before?
I'm waiting for your news to solve the problem because they have to work.
Can't you reset the license and reassign it? like it was the first time.

Now all the PCs are stopped, please reassign the licenses nobody can work

[Subashni Ravichandran]

Hello Roberto

I have written to the licensing team and I have not received any update from them. I will follow up with them and get back to you on priority.

[Roberto]

Subashni 

Thank you very much for your help.
The emails where to associate the licenses are those written in the case 39602.

 I hope that today there is something new and that you can reassign all the subscriptions again

[Subashni Ravichandran]

Hello Roberto

Can you please share with me the customer's Company ID via email (ansys-discovery-support@ansys.com) ?

[Roberto]

Subashni

Hi, I sent you the email as requested

 

Regards

[Roberto]

Subashni  

Hi Subashni

within today will you be able to restore everything?
And very urgent

[Subashni Ravichandran]

Hello Roberto

I'm not sure of what is the cause of this issue. The licensing team's database shows there are 2 devices active on both the activation ids which contradicts the information at my end. I'm not sure what is causing the mismatch. I have reported the same to them hoping they will rectify it at the earliest.

[Roberto]

Subashni  Good morning Subashni

Did you have any news from the licensing team's?

 

Best Regards

[Roberto]

Subashni

Hi Subashni 

 

okay, let me know when i can connect from the client to try to associate all 4 computers to see if it works

 

Best Regards

[Subashni Ravichandran]

Hello Robert

The issue seems complicated as even though no machines are activated the Cloud server shows that 2 devices are activated. We need to have a more intensive discussion with the team in order to sort this issue. We will take this at top priority and come up with a solution at the earliest.

In the meantime, I can suggest a workaround for the customer. I see that the customer has not used the Free Trial. So it should be available to them. Could you please suggest them to use the Free Trial until we rectify the issue?

Please note that the customer may need to perform command-line activation in order to avoid confusion with the existing license.

[Roberto]

Hello Subashni Subashni

 

Hi Subashini
I will give him free trials so he can work

 

Best Regards

[Subashni Ravichandran]

Hello Robert

You should now be able to use 4 devices on the 2 Activation IDs of Discovery Essentials License.

Please note that I have unassigned all users and the Administrator will need to reassign the licenses as required.

There are some issues with our servers which caused this problem and we are in communication with the concerned team to rectify it.

We apologize for the inconvenience this has caused the customer. 

[Roberto]

Hi Subashni Subashni

 

I thank you for the support 

 

Best Regards