Error while upgrading two 2017 licenses to 2019

Question

Hello! 
 
 We have finally found time to upgrade our 2017 licenses to 2019, but I haven't been able to do it. 
 In the "Your Available Upgrades" page, they are shown as "available", but when I try to "Process Upgrade", I receive an error saying that " An error has occurred in the upgrade process". 
 
 These two licenses have been manually deactivated by someone from SDL, could that be the reason why we can't upgrade them? 
 
 Thanks in advance!

Oana Nagy · Answer

Hello Erec Ehm , 
 As you have Pro versions, you need to deactivate the licenses before upgrading from 2017 to 2019 
 
 It appears that 3 licenses are still in use at this time- you can check who the license are assigned to by logging into your account.

Oana Nagy · Answer

Hello Erec Ehm , 
 If you aren't able to have all the licenses deactivated at the same time, then select the two licenses that are not currently in use, and you should be able to upgrade those. 
 Then when it's convenient, you can deactivate the last three and upgrade those.

Oana Nagy · Answer

Erec Ehm Support Case Id : 00588293. Support case has been logged for your assistance. Please check your SDL Community email address for updates.

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Error while upgrading two 2017 licenses to 2019