we've got always the problem described in http://www.veeam.com/kb1802, when adding a new license to one of our customers.
We already verified that the new license file is valid and contacted the support. The only solution they gave us, was to completely re-install Veeam. Without changing anything in the .lic-file it worked after reinstalling
But this can't be the only solution.... is there another known way to replace a trial license against a full license or when installing a new .lic-file after support renewal?!
hoFFy wrote:Without changing anything in the .lic-file it worked after reinstalling. But this can't be the only solution....
Yes, I agree with you, this cannot be a solution to the problem. You can ask to escalate your case to a higher tier engineer for clarifications and further investigation. BTW, what is you support ticket number?
Thanks for your response.
Support case ID is 00521986
We analysed ourself the problem a bit more:
If we try to activate Veeam with the .lic-file we receive from our distributor it only works if we reinstall veeam, if we use the .lic-file from the license portal, there is no problem.
The .lic-file from our distributor differs a little bit in the signature part in the file itself from the one we download from the license portal, also the file name differs: We receive via mail a file named "veeam_backup_full_2_0.lic" and the downloaded file is named "veeam_backup_full.lic"
Is it important that the new license is registerd on exact the same person as it as in the old license? The two license files differ there a little bit: "Contoso GMBH und CO KG" vs. "COTOSO".
We will contact our distributor, for further assistance - or do you have an idea what could cause the problem -> filename or the company on which the license is registered?!
hoFFy wrote:Is it important that the new license is registerd on exact the same person as it as in the old license? The two license files differ there a little bit: "Contoso GMBH und CO KG" vs. "COTOSO".
No, it's not.
hoFFy wrote:We will contact our distributor, for further assistance - or do you have an idea what could cause the problem -> filename or the company on which the license is registered?!
Neither of those, as license key engine is the same that is used during setup and in the product itself.
