[TR] 2.7 How do you deal with expired Student License Keys?

1. Background

We regularly get Support Requests from students that their License Key has expired.

You may find that they email about all sorts of things but the core is that the key has expired.  For example, they try re-applying, they simply don't know what to do, and often, it expired some time ago and they have a course submission due tomorrow and it's urgent to get Lumion.

Note: USA students should get two automatic emails advising them that the License Key will expire soon.

Either they do nothing, choose to ignore, or they never receive them because they are using a different email address.

Students in regions where a Partner has issued the License Key rely on the Partner sending out reminders.

2. Here's how to reply to them:

Reply with this key article:

• Knowledge Base: What do you do if your Student License Key has expired?

Standard Macro replies are available to cover a few different situations, but may still require some editing to suit:

• TechSupp::Student::Expired License Key. 
  • This is the simplest of replies referring to the article and most often used.
• TechSupp::Student::Installation Issues::License Key Expired/Invalid.
  • • Gives them instructions if they have re-applied but are still trying to use the installed version thinking that simply reapplying and being issue a new key somehow updates what is installed.
• TechSupp::Student::Email Not Received::3c4: Student License Has Expired. 
  • • A fuller explanation
• TechSupp::Student::Installation Issues::License Key Expired - Heres how it works and what to do. 
  • • This is a full in-depth explanation of when their key expired and what updates they might have received since their first issue.  Some students think that simply getting the latest update means they keep on using Lumion forgetting that the key expires 365 days after its issue.  (This macro needs some updating for newer versions.)

Note:

peterm 28 June 2021: There are some procedural aspects that we will try and evolve for this situation because there are possibly too many, but most of it relies on communication.