Renewed License Not Updated on the Frontend

Overview

 

You may encounter an issue where the license has been extended, but the renewal is not reflected on the system frontend, and there is no renew button against the license in question to update it. This means that the expiration date has not been extended, and this presents a risk of system downtime. 

The workaround without downtime requires adding the same license again as Development type (this is only allowed for a limited time), the removal of the old record, activation, and the removal of the Development license.

This article provides two solutions to resolve the issue described above.

 


Root Cause

 

A miscommunication between the frontend installation and the licensing backend may have caused the problem. This happens because of various reasons (e.g., network issues). Most of the time, it is easier to apply the suggested workarounds in this article than to investigate further. 

 


Resolution

 

One of the two solutions presented in this section involves system downtime. Please select the solution that best fits your requirements.

 

Solution 1 (With Downtime) 

 

  1. In the Persona Bar, navigate to Settings > About.

    Screen_Shot_2019-11-08_at_10.20.11_AM.png

  2. Confirm that there is no renew button against the license in question (if there is one, you can renew the expiration date using this button).

  3. Click the Remove button for the license in question and confirm removal (downtime starts at this step).

  4. Click Add License.

    Screen_Shot_2019-11-08_at_10.23.30_AM.png

  5. Fill in the required fields. 

    Screen_Shot_2019-11-08_at_10.45.03_AM.png

    • Select Production from the License Type dropdown list.

    • Enter the Account Email and Invoice Number associated with your license.

    • The Web Server name is pre-filled with the server name stored in the WebServers table of the current site's database.

  6. Click Automatic Activation (downtime ends at this step). 

    Screen_Shot_2019-11-08_at_10.23.53_AM.png

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Solution 2 (Without Downtime)

 

Note: Using a Development license type on a production instance is only allowed for a limited time and only in exceptional circumstances.

 

  1. In the Persona Bar, navigate to Settings About.

    Screen_Shot_2019-11-08_at_10.20.11_AM.png

  2. Confirm that there is no renew button against the license in question (if there is one, you can renew the expiration date using this button).

  3. Click Add License.

    Screen_Shot_2019-11-08_at_10.23.30_AM.png

  4. Fill in the required fields. 

    Screen_Shot_2019-11-08_at_10.45.03_AM.png

    • Select Development from the License Type dropdown list.

    • Enter the Account Email and Invoice Number associated with your license.

    • The Web Server name is pre-filled with the server name stored in the WebServers table of the current site's database.

  5. Click Automatic Activation.

    Screen_Shot_2019-11-08_at_10.23.53_AM.png

  6. Click the Remove button for the license in question (Production type). 

  7. Click Confirm.

  8. Click Add License.

    • Select Production from the License Type dropdown list.

    • Enter the Account Email and Invoice Number associated with your license.

    • The Web Server name is pre-filled with the server name stored in the WebServers table of the current site's database.

  9. Click Automatic Activation.

  10. Click Remove for the Development license.

  11. Click Confirm.

 

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Confirmation

 

(This applies to both solutions)

You will see the correct expiration date for your valid production license under the EXPIRES column.



Screen_Shot_2019-11-08_at_2.53.31_PM.png

 

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