Invalid license for Xray / Xporter

Question

Has anyone have similar expirience or maybe a solution to my problem?

My company purchased a new license for Xray / Xporter Plugin for Jira over the Atlassian Plugin manager. In Plugin Manager the newly purchased license is marked with "License status: Valid". In License Management for the plugin it is marked "Status: Invalid license: Your Xporter License is not valid. Please purchase Xporter with a valid license or request a trial license."

The license was purchased for a support period that has already ended. That means the purchase date is for example 1.07.2023 and the support end date is 1.01.2023. This is where I assume the problem might be - the lisence Start Date is behind Maintainance expires date. Has anyone have similar expirience or confirm that there should not be a problem with this?

Otherwise I have confirmed that:

* my tier size is the same for the plugin and the software
* installed plugin version is supported by the used license
* license is correctly imported in Jira

Jira Server Version: 9.4.2

Xporter Version: 6.9.11

Any help will be appreciated!

Claudio Maia · Answer

Hi @Karina

Were you able to find out the reason for the problem? If so, could you tell us how you solved it?

Thank you.

Karina_7ji1f7 · Answer

Thank you Nic!

Unfortunately the new license has already been correctly applied in the system. All apllications (myAtlassian Portal, Plugin Manager and License Management for Xray / Xporter) show the same SEN, License Details etc. The Error Message still remains unchanged.

Nic Brough -Adaptavist- · Answer

Welcome to the Atlassian Community!

This suggests that you have not applied the new licence key to the app in your system.  Fire up your marketplace account and go find the key in one tab, then open up your Jira in another one and go to Admin -> manage apps -> Xporter, where you will be able to copy the key from your Atalssian site maintenance into the licence box for the app.