Correcting a Publisher Error in a License

If a publisher makes an error when generating a license for a customer, it can be corrected and does not count against a customer’s return, repair, or rehost policy limits.

To regenerate a license because the publisher made an error generating the original license

Click Licenses > Licenses. This link opens the Support Licenses and Maintenance page.

Search for a fulfillment for which a license is to be repaired. Search by Activation ID, Product, Sold To, Hostid, or Fulfill ID.

Select one fulfillment ID and click Publisher Error in the Support Actions drop-down menu.

Verify that you want to return the license to correct it.

Enter a Ship to Email and a Ship To Mail address, if applicable.

By default, the Start Date is the Fulfill Date of the original fulfillment. You can set a different Start Date and can set the expiration to be after a set Duration or to a specific Expiration Date.

Replace the incorrect values with those to be used for the new license. You can choose to correct a publisher-generated error for the entire fulfill count, or a partial amount.

To check that the parameter values can be used to generate a valid license before actually generating a license, click Verify. To generate a license certificate, click Generate New License.

After a license is generated, the license text is displayed. The license text can be saved to a file on disk by clicking Save to File or it can be sent as an email attachment by clicking Email License. The shipment history of this license can be displayed by clicking Shipment Records.

For information about the file naming conventions, see Configuring System Settings.

Corrected fulfillments appear in the Support Licenses and Maintenance page as Support Type MASTER and the Original fulfillment record is marked as Obsolete with a support Type PUBLISHER ERROR.