Hi Everyone,
I had a perfectly working installation of Netflow Traffic Analyzer v3 SL100. I it was running on a VM and I had to migrate this VM from VMWare to Citrix XenServer. Once I did this, the application began to complain that the license was not valid. As my maintenance has expired, I contacted Customer Support. They suggested that I upgrade (they allow a free upgrade within 3 releases of the one you are one...or at least this was explained to me). I upgraded, had my license reset and tried to activate. Initially I tried to activate using the License Manager. After several days of back and forth, I learned that the license manager is on applicable to customers with maintenance. I had the license reset and tried to activate again, this time without the license manager. I got a message saying that my product couldn't be activated and I should contact Customer Service.
According to the Solarwinds customer portal, my license is in use. Customer Service tell me that it has been reset so I should be able to activate. Obviously, I cannot. They have also said that since I do not have maintenance, they cannot help me any further.
Can someone please advise me on how to proceed? I can't see the logic in paying $1000 for extended maintenance for several reasons. 1) I only want a license reset. 2) My Netflow server has been down for over a week while dealing with Customer Service. 3) As I live in Australia, and Solarwinds do not seem to operate a 24/7 helpdesk, I only get emails from Customer Support at night 4) If customer service can't help me with such a trivial task, what is my incentive to buy maintenance?
Thanks,
James
