Tenant unable to use Commercial license with Postpaid license

Environment

• Knox Guard
• Postpaid and commercial licenses

Overview

When adding a commercial license to a tenant with an existing postpaid license without terminating the postpaid license, you will notice that the commercial license expires without being used.

Cause

In Knox Guard, devices are automatically assigned a license. If there are multiple licenses under the same tenant, licenses are consumed in the following order:

1. Trial licenses
2. Licenses that were added to the Knox Guard tenant, starting with the earliest license.

After a license expires, the next available license is consumed. Since postpaid licenses don’t have an expiry date, the customer can add additional devices that are activated at a later date, and can continue to do so until they request the license to be terminated by the reseller. As a result, commercial licenses aren’t assigned to a device if a postpaid license is still active.

Resolution

A postpaid and commercial license shouldn’t be used together in the same tenant. If you wish to use a commercial license instead of a postpaid license, please ensure that the postpaid license is first terminated, which can be requested by your license reseller. If you wish to continue using the postpaid license, the commercial license must be used in a separate Knox Guard tenant.

If the issue persists, submit a support ticket.