Your License Has Expired Options

[Spaski]

I have some trouble with some endpoints, on this one specific network, about 4 pc that I know of shows, license has expired. But in the console there is no news about that and all looks fine. It is just on the pc's. I have tried to update them again, but still the same.

Valid License
A total of 29/31 licenses used Expires in 349 day(s)
Licensed Modules, Antimalware Firewall User Control Privacy Control

They were fine a week ago, and endpoint is running for more than 2 months on them.

Any suggestions on how to fix this?

I am going to try repair, and uninstall etc, but would like to find out what is causing this.

[Spaski]

Repair did not resolve anything!!!

Problem is not on just one network but on 4 of my networks now, but still only a few of the pc's let say 10 out of 200 on these networks.

Anybody got some ideas?

I am uninstalling and downloading new install package.

[Spaski]

Something I did notice is that all the computers that give the license expired notice, also shows that the antimalware is not working.

See attached files, for one of the networks.

 summary_201204181048.pdf ( 20.85K ) Number of downloads: 4

 details_201204181048.txt ( 407bytes ) Number of downloads: 3


The text file is a CSV file.

Now trying the new install from the new download, on one of the pcs

[Spaski]

Uninstall and re-install from client does not solve the problem, but when I did an uninstall from the console, and give it some time to uninstall, it worked right when I did a new install.
So that is one why to solve the problem for now.

But this is very time consuming and is going to cost me to much.

[Spaski]

Cristian helped me with this one...

"Currently the workaround would be to resend the “license policy” by replacing the current license key with a new one (even a trial or an expired one) and then re-entering the valid license key."

It looks like some clients did not received the license policy/key correctly.

So what I did was change the key to "1234567" waited till it showed invalid license on the console, and then just entered the key again.

So far everything looks 100%, even on the clients where I did not uninstalled the client.

If you go to events, under miscellaneous you will see entry new key received from server!!!!

This post has been edited by Spaski: Apr 18 2012, 10:22 AM

[Andionescu]

Hi Spaski,

I will open now a ticket so we can investigate the registration issue more and also you will receive a reply from a Cloud Technical Support Engineer.

Regards,

Andi

[Spaski]

Hi Spaski,

I will open now a ticket so we can investigate the registration issue more and also you will receive a reply from a Cloud Technical Support Engineer.

Regards,

Andi

Thanks andi will reply on email. Everything is good at this moment, after the license key was re applied

[Andionescu]

Topic solved.

andi

[JBC]

We continue to struggle with this. It seems that endpoints that believe their license has expired will not update their policies.

As we push out exclusions (even at the "permissive" settings Bitdefeder has a large number of false positives for us) we discover that some workstations continue to block legitimate apps. When we troubleshoot we find that the endpoint reports that it has an expired license. This forces us to follow the procedure above. But this is very time consuming (about 30 minutes for the bad license to fail authorization before we can wait another 30 minutes for the valid authorization) and during this time the user is unable to work.

It would be great if this issue could be resolved in a more permanent way.

Thanks,
Brian

[Andionescu]

Hi JBC,

Thank you for your post and sorry for the late reply.
The registration issue should be solved by now for the Enpoints that have the status expired. You can also reinsert the license are force the Endpoints to retrieve again the key by going to the Bitdefender Cloud Console - click on your account name ( in the right - upper corner of the screen ) - license expires - click on the remaining days - reinsert the serial number - save.

As for the False Positive detection can you send us samples? We need them in order to verify the file and get them whitelisted. You can email us at goldsupport@bitdefender.com
Looking forward for your email.

Regards,

Andi

[CatalinD]

Hello guys,

I noticed that one of the recommended solutions was to enter a random license key and then enter the correct key. I want to mention that this will cause all the endpoints to expire and only after that they will get the license key.

The correct way to do this is to only enter again the license key and click on Change Key.

Best regards,
Catalin