VideoXpert: License fails to activate - mismatched sold-to for device

Issue

When attempting to activate a VideoXpert license, a message similar to below is presented:

  • Add-on license response generated with warnings:
  • Add-on is not compatible with this device; it will be ignored: Add-on '{entitlement id}' has mismatched sold-to for device '{device name}'
  • Redundant device capability request: No changes performed to the license.

Product Line

Pelco Video Management

Environment

  • VideoXpert

Cause

The license is owned by a customer account that is different than the owner of the system. i.e. The system was origionally registered by one customer, but now a license from another customer is being applied to the system.

Resolution

In order for licenses and entitlements to apply to your system, the customer account associated with the system and license must match. 

To correct this, please contact Pelco Technical Support via one of the methods below and reference article LL#18778.

Please include the following information:

  • The entitlement ID that you are attempting to activate.
  • The device ID that the license is being applied to.