Problem with Extended Discovery Subscription license

- September 29, 2021 at 9:14 am
  
  WojtekD
  Subscriber
  
  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
- September 29, 2021 at 10:32 am
  
  Devendra Badgujar
  Forum Moderator
  
  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.
- September 29, 2021 at 10:46 am
  
  WojtekD
  Subscriber
  
  I sent an email via ansys-discovery-support@ansys.com
  
  Best Regards,
  
  Wojciech Danek
- September 29, 2021 at 10:57 am
  
  Devendra Badgujar
  Forum Moderator
  
  Hi WojtekD
  
  Thanks, I received your email. I am looking into it and will get back to you soon.
  
  Regards.
- September 29, 2021 at 11:29 am
  
  Devendra Badgujar
  Forum Moderator
  
  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.
- September 30, 2021 at 7:58 am
  
  Devendra Badgujar
  Forum Moderator
  
  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.
  - September 30, 2021 at 8:36 am
    
    WojtekD
    Subscriber
    
    Hi Devendra Badgujar
    
    Thank you for the information, our customer also gave me information that the subscription was extended
    
    Best Regards,
    
    Wojciech Danek
- September 30, 2021 at 2:21 pm
  
  Devendra Badgujar
  Forum Moderator
  
  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.
- October 26, 2021 at 10:38 am
  
  Devendra Badgujar
  Forum Moderator
  
  Hi WojtekD
  
  Please can you check with the customer and let me know if he is all set with new subscription.
  
  Regards.
- October 27, 2021 at 6:30 am
  
  WojtekD
  Subscriber
  
  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
- October 27, 2021 at 1:19 pm
  
  Devendra Badgujar
  Forum Moderator
  
  Hi WojtekD
  
  Please check my reply through email.
  
  Regards.