Help License expired

[MikeD36]

Dear Parallels Support,

Our Parallels RAS license has expired. We are currently awaiting a new paid license from our supplier. However, our customers are unable to access the system because the existing license is no longer valid.

We have therefore tried to request a trial license using our account, as well as a newly created account. Unfortunately, neither attempt has worked. When we try to activate the trial license on the server, we receive a message stating that the license has expired.

I also tried to submit a support ticket through my Parallels account, but this option is greyed out. The option to contact support by phone is greyed out as well, leaving us unable to reach support through the usual channels.

Could you please help us obtain and activate a temporary trial license? We expect to receive the new paid license today or tomorrow.

Your urgent assistance would be greatly appreciated, as our customers currently have no access to the system.

Kind regards,

Mike Dammer
Mida IT Service/ DACON ICT

 

[Thierry FRACHE]

Hi Mike,

I have only just seen your post, so unfortunately this is far too late to help with the emergency you had at the time.

Out of curiosity, how was the issue eventually resolved? Did your supplier provide the renewed license in time, or did Parallels manage to issue a temporary license?

One point that may also be useful for anyone finding this thread later: according to the Parallels RAS licensing documentation, an expired prepaid subscription normally continues to operate during a 30-day grace period. This grace period does not apply to all license types, however, such as sublicenses.

So if users lose access immediately when a license expires, I would also check exactly which type of RAS license is assigned to the farm.

Regarding the trial, creating another Parallels account would probably not be a reliable workaround if the farm itself has already consumed or is associated with a previous trial. In an emergency like this, I would definitely recommend involving either the reseller or Parallels licensing directly rather than trying to rotate trial accounts.

It would be interesting to know what the actual resolution was in your case, as it may help someone else facing the same situation.

Thierry