Learning Forum

[wdanek]

Dear Discovery Team, One of our customer has a problem with Extended ANSYS Discovery Subscription license. He had license which one expired 28.09.2021 and this license was extended from today (29.09.2021) for another year. He obtained information about that via e-mail "The expiration date for ANSYS subscriptions in your company account has been extended." Since today he is not able to run any software from Discovery products. Can you give me some information why this happened. PS. We tried to active this license using ANSYS Account portal and CMD command and this didn`t work. Some screens  in attachments

[Devendra Badgujar]

Hi WojtekD

I will have to check the customer's account to provide information as to why this happened, please can you send the Customer ID of the customer on '' ansys-discovery-support@ansys.com ''

Regards.

[wdanek]

I sent an email via ansys-discovery-support@ansys.com

 

Best Regards,

Wojciech Danek

[Devendra Badgujar]

Hi WojtekD

Thanks, I received your email. I am looking into it and will get back to you soon.

Regards.

[Devendra Badgujar]

Hi WojtekD

I checked your account and it seems that the license extension has not been updated.

I am checking with the Licensing Order team and will get back to you.

Regards. 

[Devendra Badgujar]

Hi WojtekD

The license expiration date for the customer has been extended and he can now use the license to run the discovery products. 

The customer's license was supposed to be created as Paid-up license but there was some issue for processing it in that way.

The Licensing team is working to create the customer's license as a Paid-Up with TECS through 9/28/2022 and I will get back to you with further updates on that.

Regards.

[wdanek]

Hi Devendra Badgujar 

Thank you for the information, our customer also gave me information that the subscription was extended

 

Best Regards,

Wojciech Danek

[Devendra Badgujar]

Hi WojtekD

The Paid-Up License has been created for the customer and the details has been sent to him via email.

Please can you tell the user/customer to unassign the old i.e. current subscription and assign the new one to himself and activate it. Once the customer activates the new one and starts using it, then the old one can be deleted by me from my end.

Please let me know once the customer is all set with the new one.

Regards.

[Devendra Badgujar]

Hi WojtekD

Please can you check with the customer and let me know if he is all set with new subscription.

Regards.

[wdanek]

Hi  Devendra Badgujar,

Our client is currently not very responsive, but he tried to assign a new license to his account and unfortunately he was not able to do so. He only had information that one of the two available licenses was assigned, but he did not have the option of assigning a new license to his account in the admin panel.

 

Best Regards,

Wojtek

[Devendra Badgujar]

Hi WojtekD

Please check my reply through email.

Regards.