I am having difficulty releasing my license.
In 2022, we purchased a lifetime license for PlanetPress Connect.
The license consists of Connect Server, Connect Workflow and Connect Design.
On August 31, 2023, our OLCARE expired and we did not renew.
The versions we have installed are 2023.2, which were the last allowed within our OLCARE period.
We need to install DESIGNER licenses on new computers, because due to the floods in Rio Grande do Sul/Brazil, we lost our entire factory and all computers.
We installed the Designer module on a new computer, in version 2023.2, the same version we have been using since OLCARE expired.
We have obtained the new Magic Number from this installation.
When accessing the WAM (Web Activation Manager) to release our license, when logging in to the home page we received the following message " Your account status does not allow any activations via the WAM at this time, please contact our Activations team to activate your license."
We contacted the Upland team in Brazil and they informed us that we cannot use this platform (WAM) as we do not have a valid OLCARE.
Does anyone know if there is another way to enable the license we acquired?
The fact that you’re out of care shouldn’t affect your ability to relicense any perpetual licence that you might own.
The steps are as follows: -
- Log in to the Web Activation Manager
- Go to the OL Connect Licenses webpage
- Click on the Reactivate/Transfer button on the right side of one of the products of which they would like to reactivate the license
- Follow the procedure for reactivating a OL Connect license
Hi Marten, good morning.
We have already had this conversation, but so far we have not had an answer that solves our problem. They require us to purchase OLCare so that we can validate our lifetime license.
Hi Jim, good morning.
I completely agree with you when you say that not having a valid OLCare makes it impossible for us to validate our lifetime license.
This is exactly our question.
It turns out that Upland BLOCKED our user’s access to the Activation Manager web page, making the license validation process described in the manuals impossible and as a result, we were unable to validate our license. We don’t know of any other form of vanity other than the one you described in your answer, which is why I looked for an alternative here.
We have already contacted support in Brazil (quite bad indeed) which states that to validate we need to purchase OLCare.
Hi Marc,
I have looked at our internal system and your account is currently on hold, which means an issue must be resolved before you can access the WAM again. I have contacted our Brazilian team and asked them to reach out to your organization in order to rectify the situation.
Hello Phil, the only problem that the Brazil team reported having with our account is the lack of a valid OLCare subscription.
At no point did they report any other problems with our subscription.
Can you check internally on your system what problem there is so that we can fix it as urgently as possible? Since the lack of a valid OLCare subscription could not block our account by itself, right?
Hi Phil,
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This was the Upland Brasil team’s justification for our account being suspended.
As you can see, we opened the call on 07/29/2024 and so far we have no solution.
Service to our customers is affected due to this lockdown.
We have not been able to have an effective response so far.
Best Regards
Marcelo
Hi Phil, good afternoon.
I just received an email from Ms. Carla, resending an email where she states that our access to Web Activation Manager is suspended because our OLCare service has expired.
I ask: Is this UPLAND’s formal response? I cannot validate a lifetime license because I have not purchased OLCare service?
Image removed because of identifiable content.
Image removed because of identifiable content.
Hi Phil, good afternoon.
As I reported in the messages above, we received a response from the Brazil team, and they will not grant our access to WAM without contracting OLCare.
Is there any other way to activate our license outside of this platform?
Your issue has been escalated, I am hoping it gets resolved soon. There is unfortunately nothing else I can do until all parties agree on your account status. I will keep pressing for additional information.
For anyone who may be wondering, this issue was handled internally as there was an issue with the account that prevented access to the Web Activation Manager. It’s now been resolved.
Phil, good afternoon.
Unfortunately the problem has not yet been resolved.
Our account remains blocked and without access to new activations.
What was done was sending an activation email for a specific Magic Number that we forwarded to the Brazil team.
The problem with our access to WAM remains as you can see in the attached image.
I meant to say that the initial issue (enabling the license) has been resolved. I am not involved with the commercial aspect of things.
Phil, I understand you. I’m sorry if I misunderstood you.
In our understanding, the problem of validating our licenses has not yet been resolved. A license validation process has not yet been established. In our understanding, it is not a commercial issue. But let’s wait and see how this solution comes about.
Thank you very much for your service, always very attentive.
Phil, good afternoon.
I’m sorry once again to bring you this problem.
Who can we talk to at UPLAND CA about our license activation.
Conversations with those responsible in Brazil are not receiving answers. We sent a new activation request and have not received any response.
Could you help us by indicating who would be the person we should talk to, who is at a level above the team in Brazil?
Thank you in advance.
@Marcvia : because this is a commercial (and possibly a legal) issue, it is outside the scope of this forum, which deals with questions about the software itself.
Let me reach out to a few people internally, and I will contact you via private message once I know more about the reasons for this issue.
I hope you’ll understand that I want to be able to provide you with information that’s as precise as possible without making public any detail about the issue at hand. I also do not want other community members to start wondering if they are at risk of running into the same issue because, honestly, this is a very unique situation.
Phil, good evening.
I forward this post to inform you that our access to WAM was reestablished today by the team in Brazil, and thus we are able to activate our licenses normally.
Thank you very much for your assistance during this period.