Common field/customer questions:

“Invalid License” when attempting to apply license to the product
 

• Either have the customer send the license text to you or log on to manager.subscribenet.com and look at the license details yourself by searching on any of the following: activation ID, Accout Number, Account Name, Order ID
• Review the license text: Is it for the right product? Does the host ID (e.g. serial number or MAC address match the device?) If the problem is host ID mismatch, return the license using the portal and reactivate using the proper MAC address or serial number
   

There is no “generate” button under the license and/or the line item says “0” available
 

• It would appear that the customer has already activated all their licenses
• If the customer disputes this, the call should be sent to the contracts team
• The contracts team should be provided with the email address that received the order email, or the SAP account number, order number that was received via email or in the portal
• The contracts team will use this information to research how many was on the order and confirm that they have been activated
• The contracts team with either inform the customer that they have indeed exhausted all their licenses and inform them to return to their dealer and by more, or will extend the customer’s entitlement if there is doubt that the licenses where not actually activated by the customer

I had activated a license previously, but I want to move the license to another client. How can I do this?
 

• Instruct the customer how to log into their portal at downloads.software.lexmark.com
• Instruct the customer to find the order line item, click on “view license information” and click “details” then “return”
• The customer can now activate on the new HOST ID/Ethernet address/Serial number
   

Cannot log into the Delivery Portal / Forgot Password

• Instruct user to go to downloads.software.lexmark.com and click on the “Forgot Password” link
• Instruct user to click on the “Reset password” email that they will receive shortly
• Try to log on again
   

The “Return” option is not available on a license line item previously activated
 

• The customer has already returned the license 2 times which is the max allowed
• If the customer demands the ability to return the license 1 more time, escalate to the contract teams so that they may add an additional rehost permission to the line item
• Once this is complete, you can instruct the customer that they can rehost
   

What is a “Host ID” or “Ethernet address”?

• For embedded “Apps” the Host ID is the serial number of the device and it is married to the system controller card or main board.
• For server and PC software the Host ID is the MAC address of the server or PC. For example, from a command prompt (C:\) , type ipconfig \all. This value is a 12-digit hexadecimal address.
   

I know a new version of my software has been released by Lexmark, but I cannot find the newer version in the Software Distribution Portal

• The ability to download newer releases of software is tied to an active Software Maintenance & Support Agreement (SMSA). If the customer’s SMSA has expired and not renewed, the customer cannot download any new revisions released after the contract expired
• If the customer is interested in renewing, direct them to contact their dealer or Lexmark REP
   

I was under the impression that I was supposed to get an email order confirmation with information on how to activate, but I did not receive the email
 

• Get the email address that was expecting the notification, also get the account name and/or account number
• Log into manager.subscribenet.com and navigate to the “Email” tab
• Search for the email with the information provided
• Resend the email and instruct the customer what domain the email will be coming from so they can allow it to pass through their email filters
• If you cannot find the email, try searching under the account to find the entitlement transaction to determine if there was a failure in processing the order