Subscription Error after updates to a machine

- September 3, 2019 at 7:13 am
  
  yoram
  Subscriber
  
  Hi,
  
  A customer has a Discovery Enterprise subscription.
  
  There were some user changes on his machine and afterwards he encountered an error (see "subscription")
  
  He logged in his account to reassign his details.
  
  He removed his user from the user list and then tried to send himself a new invitation when another error appeared (see "Error")
  
  The account page is now completely empty (see "subscription page")
  
  What is the solution for this problem?
  
  Thank you
  
  Oran
- September 3, 2019 at 11:24 am
  
  Subashni Ravichandran
  Ansys Employee
  
  Hello Yoram Dayan
  
  You have mentioned that the customer has 'Discovery ENTERPRISE SUBSCRIPTION'.
  
  Could you please clarify if the customer has an Enterprise license or Subscription license?
  
  I think they have an Enterprise License as the 'Error.png' image shows 0 Subscriptions.
  In that case, the customer could have inadvertently chosen the wrong licensing mode during installation.
  You can change the mode of licensing by following the instructions on this post.
  
  Please let me know if your issue is still not resolved after trying out these suggestions.
  - September 3, 2019 at 12:28 pm
    
    yoram
    Subscriber
    
    Subashni
    
    Excuse me..
    
    I meant "Discovery Ultimate" license
- September 4, 2019 at 6:10 am
  
  Subashni Ravichandran
  Ansys Employee
  
  Hello Yoram Dayan
  
  Thank you for making the correction.
  
  Have you tried the suggestions in my previous comment? Did that work for you?
  - September 5, 2019 at 8:05 am
    
    yoram
    Subscriber
    
    Subashni
    
    yes i did. Unfortunately, it didn't work.
    I wonder if he is going to have to register again
- September 9, 2019 at 8:52 am
  
  Subashni Ravichandran
  Ansys Employee
  
  Hello Yoram Dayan
  
  I have written to the Licensing team. I will update you as soon as I hear from them.
  - September 15, 2019 at 7:19 am
    
    yoram
    Subscriber
    
    Hi Subashni
    
    Any updates?
- September 16, 2019 at 9:45 am
  
  Subashni Ravichandran
  Ansys Employee
  
  Hello Yoram Dayan
  
  I'm yet to hear from my team. I will follow up with them and get back to you on this soon.
- September 17, 2019 at 10:29 am
  
  Subashni Ravichandran
  Ansys Employee
  
  Hello Yoram Dayan
  
  The administrator email details for this account was somehow not updated in our database.
  
  Could you please share with us the email id of the previous administrator of this Discovery Account so that I can update it at our end?
  - September 18, 2019 at 8:38 am
    
    yoram
    Subscriber
    
    Subashni
    
    It's eladse@keter.com
- September 19, 2019 at 10:43 am
  
  yoram
  Subscriber
  
  Hi again,
  
  This is taking very long to solve.
  
  Is there any way we can speed this process?
- September 19, 2019 at 11:22 am
  
  Naresh Patre
  Ansys Employee
  
  Hello Yoram Dayan
  
  I have made eladse@keter.com an Admin. Can you please ask this user to login to Discovery account and see if he is able to assign subscription from Administration tab?
- September 19, 2019 at 11:33 am
  
  yoram
  Subscriber
  
  It worked
  
  Thank you very much!

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