Error: Failed to Renew Deployment Profile, Please try again or contact Support

General Renewal Procedure: In order to renew your Software NGFW Credit License, you need to complete some additional steps in the Customer Support Portal after the order has been pushed to the system. Please see our technical documentation for instructions on how to complete the renewal of your Software NGFW credit license. Note: after a deployment profile expires and moves to the Renew Profiles tab, you have 30 days to renew the profile.

Symptom: In some cases you will hit the error below when you try to complete the renewal:

"Failed to Renew Deployment Profile, Please try again or contact Support"



Potential reasons behind this error message:

Scenario 1: You renewed less credits than the quantity that has been allocated to your Deployment Profile

If you want to renew less credits, then the quantity that you originally allocated to your Deployment Profile, you will need to edit the profile before it is moved under the Renew Profiles tab. As soon as the Deployment Profile moves under the Renew Profiles tab, you will not be able to decrease the number of allocated credits anymore and you will run into this error when you are trying to complete the renewal process on the Customer Support Portal (CSP).

In this scenario, open an Admin case with us. In the case description, provide us with the following information:
 

• Credit Pool ID
• Deployment Profile that you would like to renew
• Number of Credits originally purchased
• Number of Credits that have been renewed
• Screenshot of the error message

Scenario 2: You renewed all originally purchased credits but our pricing has changed

It might be that due to changes in pricing, the amount of renewed credits don`t cover the cost of the current Deployment Profile. If you run into this scenario, you will need to get in touch with you Account Team. Your Account Team will be able to confirm whether the credits that you renewed cover your current Deployment Profile or not and they will be able to provide you with further assistance. 

To add on, legacy licenses have been deprecated and licenses have been upgraded from Legacy to the Advanced version.

For Example: PANDB URL to Advanced URL, Wildfire to Advanced Wildfire etc. This change will result in the deployment profiles to adopt the features of the Advanced licenses.
The system will then consume the credits according to the Advanced license as opposed to the Legacy licenses that the customer was using in their deployment profiles. This causes the deployment profile to consume more credits than previous.