version mismatch

[Paul Workman]

I am having an issue with replacing an expired key.
Support advised that we upgrade to v20 to replace a key that had expired, but now i am getting a version mismatch error.
Please help. This is very urgent.

 

[Guillaume Bourgeois]

Please clarify.
Would a screenshot help to better understand? (Make sure to hide the license key if applicable.)

 

[Paul Workman]

This is the license page, and the error when trying to replace the key

 

[Guillaume Bourgeois]

This license appears to be a perpetual license without active maintenance.
Is that correct?
Or is this license expired?

What do you see when you check the license on customer.3cx.com portal ?

 

[Paul Workman]

It expired, it was on v18. We purchased a new license as we were downgrading it. Then the new licenses are v20 only.
We couldn't upgrade and apply the new license before expiry unfortunately.

 

[Guillaume Bourgeois]

Is the new license a key you purchased or a 60-day trial version?
Please note that you cannot replace a paid license key with a free one.
You can only replace an existing activated key with a new license that you have purchased.

 

[Paul Workman]

It is a new license. 8SC.

 

[Guillaume Bourgeois]

Is the PBX currently on version 20?
Does your network have controls on outbound traffic?
Can the PBX reach the activation server at activate.3cx.com?
Is the FQDN still associated with the old license according to the customer.3cx.com portal?
Has the new license never been activated?