Activation and deactivation

Question

Hello, 
 I have a single license for both Studio 2017 and 2019 (purchased 2017 Plus version during the 2019 promotion period). I tried to deactivate 2019 in my old computer to empty one license for a new one, but couldn't. Furthermore, in my new computer I couldn't activate 2017 version. Here is the summary. 
 
 PC1: 2017 + 2019, both working but couldn't deactivate online 2019 version . 
 PC2: 2019 is activated online. But I couldn't activate 2017. 
 PC3: 2019 is activated and working although it shouldn't cause I have Plus license allowing only two computers. 
 
 How to resolve this issue? 
 Thanks.

Ana-Maria Matefi · Answer

Hello Byoungjin Kim , In order to have a proper license reset, please contact the licensing team. In the link below, please choose "Request License Reset": gateway.sdl.com/liveagentlicensing

Lydia Simplicio · Answer

Hello Byoungjin Kim , 
 The problem here appears to be that you have three computers- with the available activations spread between the three. 
 You are allowed to have 2017 and 2019 on the same machine only (not 2017 on one machine and 2019 on another). 
 Ideally you should start each PC/Studio installation in turn- go to help and 'Product Activation/deactivate 
 
 Then once you have returned all the licenses, you account page should show 'I n Use 0/0- Available 1/1 ' 
 
 Now you should be able to activate Studio 2019 on up to two machines. The 2019 activation, will also ensure you can use 2017 on the same machine.

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Activation and deactivation