Urgent help on Licence keys needed

[Troy E]

We updated our Licence keys friday to 10k users , 2023 key

problem now

all of our add on in Jira are only 2k users for 2023 key

actual amount of users is 1893 of Jira 

is there anyway to downgrade from 10k users to 2k users on jira or other options 

now we have a incident users cant use the add ons at all?

even though the count is below 2k users 

example below 

[Dirk Ronsmans]

Hey @Troy E ,

Your addon licenses need to match your highest product license tier. So if you are on a 10K user tier all your addons will also need to be on that same tier.

Otherwise, as you noticed they will get blocked pending an upgrade to the correct license.

If you do not intend to upgrade your addons to 10k as well your quickest fix would be to go back to your old license key of 2K users for Jira itself. 

Depending on the urgency/if you no longer have the old key or you need to renew to 2K instead of 10K you might be better of opening a support ticket at https://support.atlassian.com/contact

[Troy E]

We tried to revert back but it wont accept it , it was expired long ago

It has been escalated to Atlassian support now since it affects close to 2000 users 

it was on Prem server, not cloud or Data center version 

and yes it breaks all the add ons, unless they match licence users count of Jira 

seems a bit crazy to break it rather then limit it only 

[Dirk Ronsmans]

Hmm I assumed since a Server version is perpetual in license it should accept even the expired license if it still matches for the version you have installed. (could get tricky otherwise with reinstalls.. )

It's unfortunatly how the licensing system works.. since the license doesn't match it just blocks the addon. Even if you don't reach the number yet.

If you have a support issue number you can post that link here too, I'll see if we can escalate this question a bit quicker.

[Nic Brough -Adaptavist-]

What errors do you get when "the old server licence for 2000 people does not work"?

Have you upgraded Jira to a version released later than the expiry of that?

[Troy E]

Hello

No Jira server updates have been run version = Jira Software 8.13.6 on Prem

We ran the dev keys with same user count on test server with no issues

Prod is broken now

Waiting for the other contact at Atlassian to call back today . 

Seems we had a user count change the same day we put the keys into Prod but that still doesnt explain why it broke all the add ons when we have less then 2k users 

and a 2k licence for most add ons 

all of these are now broken , but all the ones with a 10k licence works fine 

sample error = Reopening Counter:Your Enhancer Plugin for JIRA license is invalid

[Nic Brough -Adaptavist-]

Atlassian's licence policy for apps has been in place for a very long time - they need to be licenced at (or above, that works) the number of users on the largest application.  How many active users you actually have does not play into it.

I'm a little confused by the change of licence too.  You must have bought it quite a while ago, as changing user numbers for Server stopped a while back (only renewals at the same level is all we've been able to do for months now).  Why didn't you buy 10,000 user licences for all the apps then?

What error do you get when you put in the old 2000 user licence?

[Troy E]

the licence number was redone friday without us knowing

and count upped to 10k from 2k for some unknown reason

and they didn't up the count on all the software for ??? reason

the procurement team didnt tell us till we found out it was broken 

now the solution is update all the apps to 10k or roll the Jira count down to 2k for now

2023 licence 

and yes Nic, they bought the licence in june before I started and the server version is way out of date too 

Is it written somewhere the count has to match I couldn't find it and other engineers couldn't either ? the IT person on leave knew about that but at that point it was too late 

[Nic Brough -Adaptavist-]

You definitely need to talk to Atlassian and your procurement team.  You can't get increased numbers of people on a Server install any more, so I don't know how you've managed to get into this situation.

What are the error messages you get when you apply the old 2000 user licence?

[Troy E]

It wont validate it since its expired 

[Nic Brough -Adaptavist-]

An expired server licence will validate fine if you have not upgraded - they are perpetual.

So, the next part of your problem is that you have upgraded Jira to a version that you did not have a licence for.  And the remaining question is why (and how) you got a more recent licence for 10,000 users instead of a renewal of 2,000.

[Troy E]

Atlassian is on the issue with the licence vendor now.

the user count changed the same time our server keys were updated it seems and it broke the add ons with mis matched user count

rollback to old keys failed 

no server updates happened just the keys for 2023

Let you know the outcome so nobody else has this issue 

[Troy E]

Rolled back the Licence to a 2k user on server , resolved the issues temp 

even with some of the add ons showing 10k users 

still shows errors on Jira requests and yes the add on is current (see below) and now the admin panel came up to re-index the server after midnight rolled over ? 

No updates ran as far as we know 

 

[Dirk Ronsmans]

@Troy E  well all licenses need to match your user tier of the Product (JSW)

So if you switched licenses you'll need to make sure they match too.

Not sure on Nic's comment about them being able to above too. Never had to test that.

[Nic Brough -Adaptavist-]

So the old licence for 2000 users was not throwing errors then? 

Anyway, next thing to do is go to Admin -> Manage apps and look through the list of apps.  They will show you the licences for them, and warnings if there is anything wrong.  

The reason to go there rather than rely on the error message in your screenshot is that the manage apps page will tell you why the licence is invalid - expired, for the wrong number of people, invalid key, etc.

[Troy E]

Hello Nic, 

the add ons panel has no errors, it looks fine even with 10k lic on some of the items

right now we have a 2k - 2023 lic code on the server not the 2022 one

and all the add ons are 2023 except 1 which is discontinued , not on marketplace at all

the indexing error is still showing , but I can't run it till a friday night per our policy. with a 3 day change request ( so not this friday )

today we have the Jira plug in failing to reopen tickets in a project . the one I posted already 

[Nic Brough -Adaptavist-]

Ok.

The indexing error in your screenshot is not an error.  It is a recommendation.

Not re-indexing will not break your data, or your create/edit/update work, but you may find problems with searches of fields (both built in types or ones provided by plugins), reporting, dashboards and so on.

So get it done when you can, but don't worry about it.

So on to the plugin - you are talking about the Jira Enhancer app right?

What does "Admin -> manage apps" tell you about the app?  Is it a valid version?  Something wrong with the licence?  Disabled?  What is the error message?