License version mismatch. Need to re-activate (v15.5)

Discussion in 'Parallels Remote Application Server' started by ArveH, Mar 13, 2019.

  1. ArveH

    ArveH Bit Poster

    Messages:
    2
    Hi
    After moving our virtual server with Parallels Remote Application Server Console (v15.5) installed from one datacenter to an new datacenter, we have run into a license problem. We get the following message "License version mismatch. Please re-activate the product". When we try to login to the Parallels web server we get a "The connection was ended because of a network error" message. The server does not have access to internet, so we must use offline activation. I have used the 2XConsole application to generate a "Offline Request" file named 2Xlic.req. Where should I send this file to get a new offline activation file in return (2Xlic.bin). In earlier versions, this was done by sending the file to support@2x.com, but this doesn't work anymore.

    Thanks,
    Arve
     
  2. Eugene. K.

    Eugene. K. Parallels Team

    Messages:
    42
    please file a support request via RAS Console. Help -> Troubleshooting and Request Support
     
  3. ArveH

    ArveH Bit Poster

    Messages:
    2
    Thanks for reply,
    I'm not able to request support from the menu since server is offline (not connected to internet), and mailbox was not configured by supplier. I have attached a picture showing the "License mismatch"-error, and another picture showing the response when I try to send a support request.
    Any suggestions for solving this issue?
    Is it not possible to send the 2Xlic.req-file to Parallels support so they can generate a 2Xlic.bin - file for me?

    Regards,
    Arve
     

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  4. jpc

    jpc Kilo Poster

    Messages:
    296

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