License expiration date is incorrect on Security Analytics

Products

• Security Analytics
• Security Analytics - VA

Issue/Introduction

The expiration date on the License Details page in the user interface is incorrect.  The license is expired even though the entitlement is still valid.

Intelligence Services expiration date is incorrect or wrong even after going through the renewal process.  The entitlement expiration in the support portal shows the correct date.

Resolution

Once the Security Analytics appliance is licensed, it does not check with the backend system to see if the expiration date has changed.  This often happens if the appliance entitlements have been recently renewed.  In order to correct the license expiration date, you will need to open a support case with technical support.  Assuming the entitlements can be validated, the license can be updated within 1-2 business days.  

Once you have confirmation that the license has been updated on the backend, you will need to resubmit your license key (16-digit alphanumeric key) on the license details page.  After the appliance reboots, the correct expiration dates will appear.

If you are running Security Analytics version 8.2.5 or greater, you should be able to use the .BCL license file that is downloadable from the customer support portal.  However, if you have used the 16-digit key in the past, it still may be necessary for technical support to take care of manually updating the dates on the backend.