License expiration date wrong in Security Analytics

Products

• Security Analytics

Issue/Introduction

It is possible that the expiration date for the Symantec Intelligence Services is incorrect.  This normally happens shortly after a license renewal occurs.  The license details can be found in the user interface (UI) by logging in as a user with admin privileges, clicking the About icon and then clicking License Details.  The dialog looks similar to this:

Resolution

Even if you log in to the customer portal and can see that the subscription expiration date is correct there, updating the license on the backed is a manual process that will require a technical support case be opened to resolve.

When opening a support case, have the following information documented in the case:

1. Serial number of the appliance
2. 16-digit license key
3. The license.tgz file (downloadable from the "Download" button just below the Symantec Intelligence Services listing)