Cannot Find Given Reseller

[bigdave1980]

Hi 3CX and the forum,

First off, the forum requires me to enter a system and because I am not able to enter the correct one for the system I'm talking about I have had to enter my own which is nothing at all to do with the problem or this forum post, sorry about that.

One of our customers who we've recently taken over from another 3CX partner has a Debian-based system hosted in a VM on site. It was on version 16, running on Debian 9, and I found the license has expired on 28/06/2022. I was unable to unlink the system from the old partner, because clicking the unlink button did nothing at all. I have been able to hit the Update button from within the dashboard and it has successfully updated Debian to v10 and the 3CX to version 18.0 Update 7 (Build 312), and it seems to be running fine. Since updating I have now been able to successfully unlink it from the old partner and it shows as unlinked on the dashboard. I now need to link it to my company so we are the partner but I have run into problems.

I click the link button and it asks me to enter our partner ID, which I do.

It recognises our partner ID and it shows me our correct company name, so I click ok.

It says please wait, and after a few seconds it comes back with a warning message which says "Cannot find given reseller".

On the dashboard the system still shows as unlinked.

When I look in the License section via the dashboard it says "License key has been revoked". It does show me the license key, but there is nothing else shown under any of the other fields on that page.

There is a "Replace License Key" button - If I click this one it asks for a new license key which I do not have. There is also a "Manage License Key" button, and clicking that one opens a browser and wants me to log into the 3CX website but it has the username/email address of the old 3CX partner in there for some reason and I can't log in.

That's about as far as I can get with it and I am now stuck. Obviously we need to purchase a license for the system but can't link it to us as a partner at the moment.
Is anybody able to help me out with it at all please?


Thanks!

 

[SweetAction]

If it's a revoked key / annual expired key, you should buy a new one via your partner center, then do a replace. There is nothing to gain by "reactivating" the old key and linking it.

 

[bigdave1980]

If it's a revoked key / annual expired key, you should buy a new one via your partner center, then do a replace. There is nothing to gain by "reactivating" the old key and linking it.

Hi SweetAction,

It's not the key I'm trying to link. I am trying to link the 3CX system to our partner account. Right now the 3CX instance is not linked to any 3CX partner. We need to get it linked to our company as we will be the partner moving forwards, but it will not allow me to do so.

Thanks

 

[bigdave1980]

In case it helps anybody to identify the issue I am having, I have taken some screenshots and pasted them below. I have had to redact some of the company information as I do not have permission from my employers to represent the company on the forums at this stage.

On the dashboard we see the system is not linked to a partner:




So I attempt to link it, entering our partner ID which I obtain from our Partner Portal:



I enter that partner ID into the 3CX:



I see that the 3CX has correctly identified our company from the ID I entered:



But when I click the OK button, I get the following error message:



Thanks

 

[SweetAction]

Sorry, I should have said, I don't think you can link an expired system - but that's just a guess. But why do you care to link a system besides for renewing licenses and seeing very basic information?

 

[jed]

I do believe you can solve the issue by just buying a new license (that seems to be needed anyway) with your Partner account.
Hereafter replace the license key on the system, and I´m sure you will be auto-assigned as their partner, if not you will be able to contact your sales contact and have it solved.