Is it even possible to upgrade from an evaluation version to a licensed version with 10 users?

[wesfalc]

I first installed an evaluation version of Jira 7.12.3

Then, I purchased this version - 

Jira Software (Server) 10 Users: Starter License 

After the evaluation version expired, I tried entering the license key for the 10 users version in it, but it didn't accept the key. So I downloaded the setup for it from the "Download Jira Software (Server)" link. 

I stopped the Jira service. Then I ran the setup. The setup asked me if I wanted to upgrade an existing installation. I said yes. The upgrade took place. Now, I go to the licenses page and I try to enter the license key for my 10 Users version, but it is rejected and I am unable to use Jira.

The message I get is 
"The license could not be installed.
This license is not for the selected product. Please make sure that the license is for the selected product and contact Support if the issue continues."

I can try a clean uninstall of Jira and do a new install, but that way I lose all of the tickets and the project I created during the evaluation period, which I'd prefer to not lose. 

Wesley

[Nic Brough -Adaptavist- · Accepted solution]

"Upgrade" is not quite the right word - in Atlassian-speak, an upgrade means "go to a newer version".  It's not a word for talking about licencing really.

Do not do a new installation, that is not the problem.  A licence just says "up to X users can use this product".

My guess is that you've installed one of the three Jira products, but then got a full 10-user licence for one of the others.  Easiest thing to do is show us what you see when you log in as an admin and go to Admin -> Manage Applications.  

[wesfalc]

Thanks. Your answer helped me troubleshoot the issue. There were two different things listed on the versions & licenses page - 

Jira Software 7.12.3

Jira Core 7.12.3

I was "automatically" trying to add the license key to the Jira Core section, since no license was listed there. But then I realized I can simply edit the license for the Jira Software section and then the new license was accepted.