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Hosted Email Security (HES) license shows as "Expired" when viewed via the Remote Manager (TMRM) console

    • Updated:
    • 10 May 2016
    • Product/Version:
    • Hosted Email Security - Inbound Filtering 1.9.8
    • Hosted Email Security 1.9.8
    • Hosted Email Security 2.0
    • Remote Manager 3.5
    • Remote Manager 3.6
    • Remote Manager 5.0
    • Remote Manager 5.1
    • Platform:
    • Not Applicable N/A
Summary

After renewing your HES/HES Inbound Filtering license it still shows as "Expired" in the Remote Manager (TMRM) console.

Details
Public

To resolve the issue, choose from the following options:

Option I: Log on to the HES console

If you encounter this issue, you need to log in to HES console directly (not through the HES link from TMRM console) to trigger a license update at least once. TMRM only synchronizes HES license once a day so changes will reflect on TMRM console within 24 hours.

Option II: Re-add the service

  1. Log on to the managed HES/HES - Inbound Filtering account.
  2. Go to Administration > Remote Manager.
  3. Click Disconnect.
  4. Log on to your TMRM account.
  5. Select the HES / HES - Inbound Filtering service from the customer product list, right-click it and select Delete the Product/Service.
  6. Re-add the product/service. Follow the steps in either of the following KB articles:

Option III: Sync with Server

  1. Log on to the TMRM console.
  2. On the left pane, right-click on the HES / HES - Inbound Filtering product and select Sync with Server.
    Wait for the license information to update. If the issue persists try to directly log in to HES / WFBS – SVC account of the customer.
Premium
Internal
Rating:
Category:
Configure; Troubleshoot
Solution Id:
1054965
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