We use AMS + ADNM to manage just over 200 Avast clients. Our license renewal was up in August and we obtained a new license file through our reseller. The server accepted the license just fine, but proceeded to lock out 80% of the existing clients. As of Sept 1, the locked out clients are being refused updates and log the 0x7FFF0021 license count exceeded error.
Looking at the contents of the license file, there are some really strange things in there compared to the original, including multiple AV_NETC sections, one of which is already expired.
At this point, I have
contacted our reseller, who says there is nothing he can do
contacted Alwil paid customer support, who say there is nothing they can do because the license was not purchased online
Attempted several times to register a support account, but keep getting “invalid name or password” errors
[li]Got ADNM to generate an e-mail to Avast support, to which I have yet to receive an answer
So, the question now is: does anyone know which door to knock on to get the license file fixed?
What do you see in AMS maintenance Tool, Licence. Do you see proper license count with proper expiration date?
When you can draw a conclusion, that licence file is corrupted or incorrect, you have knock your reseller’s door for new license file. Otherwise ask for money back guarantee (and then buy license on-line with support :-). But at first, try ask your reseller. Nobody can exclude, that license file was damaged during download (if you receive it via email)
The AMS Maintenance tool shows the same incorrect counts and dates as the license file. It is why we took a closer look at the license file to begin with.
The AMS Maint. tool and license file after renewal say:
Professional Edition 428 to Oct 19 2012 issued Aug 19 2011
Server Edition 8 to Oct 19 2012 issued Aug 19 2011
Network Client 30 to Oct 19 2012 issued Aug 19 2011
Network Client 30 to Oct 20 2011 issued Aug 20 2010
Network Client 368 to Oct 19 2012 issued Aug 19 2011
The original file had:
Professional Edition 214 to Oct 20 2010 issued Aug 20 2010
Professional Edition 214 to Oct 20 2010 issued Aug 20 2010
Server Edition 4 to Oct 20 2010 issued Aug 20 2010
Network Client 214 to Oct 20 2010 issued Aug 20 2010
The license file is not corrupt. All sections and keys are there, and the AMS tool accepts it as valid. The counts and dates are all wrong and that is not something that could happen in transit (and a damaged attachment can’t really happen without it leaving obvious traces in the mail server logs.)
We can not buy online because Alwil will not sell >200 licenses without going through a reseller (and we picked ours through Alwil’s “find a reseller” tool, not via an arbitrary web search.) My first step was to go back to our reseller, but they do not generate the license keys. Alwil does, so only Alwil can fix the problem and they are not responding at all. I’ll try our reseller again and have them resend the license file, but I do not expect to receive anything different.
In the end, I am still trying to find a way to get a hold of someone at Alwil.
Edit: the support site is finally letting me in. Let’s see if we can get things going now…