License grace period

[hyvokar]

Hi!

Our backups failed last night. It's because our hosting rental license got old.

When I fire up Veeam console, I get an warning "Expired: 59 days of grace period remaining".
However, all the failed backup jobs say: 1.7.2016 0:33:31 :: Error: Your license expiration grace period is over. Managed VMs will no longer be processed. To continue using the product, please purchase a new license.


A bit confusing, dont you think? How long the grace period in rental licenses is / should be?

[hyvokar]

To add little more confusion:

Support expiration date 30.7.2016 (29 days left)

[veremin]

Quick question - what's stated in license status field? (Menu -> Help -> License). License expiration date and support expiration date are two different things not necessarily correlating with each other.

If my memory serves me well, for rental license we have 2-month grace period for license expiration. During grace, jobs should not be failed.

It might be worth contacting your sales representative to confirm whether everything is OK with your license. In case of positive answer, you might want to reach support team to check why existing jobs fail during grace period.

Thanks.

[hyvokar]

License status was expired, so I replaced it with new one. Apparently I need to do this every month, which is not ideal. It seems that grace period had no effect and jobs failed.

[Gostev]

Well, this is not normal. If you still have logs, we would be interested to investigate what caused the grace period to had no effect.

[hyvokar]

Sure thing. Where I can upload/mail them?

[Gostev]

Please open a support case via the customer portal, and you will have an option to upload logs. Thanks!

[hyvokar]

Thanks, but I rather not.

[veremin]

Unfortunately, without those we cannot confirm what has lead to the said behaviour, and address the bug, if any is present.

Are there any specific reasons why you don't want to deal with our support team?

Thanks.

[hyvokar]

Sorry to say this, but I find it extremely frustrating and time consuming to communicate with your support.

[lumacor]

We're having a very similar issue at the moment whilst our accounts dept. confirm our billing status.

Rental license, which states:
"Expired (60 days of grace period remaining)"
"Support Expiration date (31 days left)"

Our backup jobs are not processing. Which, is problematic.

The actions list log in each backup job states:
Error: Your license expiration grace period is over. Managed VMs will no longer be processed. To continue using the product, please purchase a new license.

When we hit the 'Update now' button we receive the prompt "Failed to install the obtained license key"

I will reluctantly be raising a support ticket with logs attached for this issue. Like the hyvokar, I tend to find dealing with Veeam support extremely frustrating and unnecessarily time consuming.

[veremin]

Aren't you using version 9 Update 1 by any chance? If so, there is a known issue with grace period not working properly under certain circumstances. Do you mind upgrading your product installation to Update 2 and seeing whether it fixes the problem? Thanks.