Activation error (401) when replacing license key

[Giorgio GGG]

Hi i'm trying to replace a PRO16 license with a new PRO8 license for an on premise installation of one customer but I receive this error.
PBX is still running V18 Update 9 (we're waiting to move the pbx on a cloud machine with V20) but tomorrow is the expiration date of the old license).

Any ideas? I don't think that the problem is the downgrade...

Thanks

 

[bitn2]

Which version of v18 do you have? If older than U9b buidl 18.0.9.35, than you need to upgrade before.

 

[Giorgio GGG]

It's the last one available, 18.0.9 Build 35

 

[bitn2]

It could be possible that the new key is only for v20, there are no v18 keys anymore. Why you didnt downgrade the old key? Why is the customer still on v18?

 

[Giorgio GGG]

For the 1st question...i don't know that i can downgrade a key, maybe it's my mistake but i thought that i can only upgrade a license...
For the 2nd question i've explained in the first post... we're waiting to move the on premise installation to a v20 cloud machine because the actual PC doesn't support V20 hw requests

 

[GregG_3CX]

@Giorgio GGG - All new licenses are issued as v20 and cannot be activated on a v18 install. You will first need to upgrade your existing install to v20 and then you can successfully perform a license key replacement. If your current PC does not meet the hardware specifications for v20 then take a full backup and spin up a new Cloud instance. We have a Migration Guide for your reference. You can then restore your v18 backup to a new v20 machine. Please make sure you follow our Upgrade Guide for all the necessary steps.