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license problem in sophos utm high availability in active/passive

Sushovan Sarkar

We are perches two SG450 UTM (Invoice Number: INI000017978 Order Date: 09/05/2017 Purchase Order Number: 02/ST/NSG-HW/CSIR/17-18). 

License Keys:
SG45TCHEUK
SG 450 Security Appliance - EU/UK power cord
TERM
(MONTHS)
License ID / Serial Number
ACT-SGH04500AP-a7bada1062 0 S4100925A0FACC6,S410092836B8ABC
ACT-SGH04500AP-ac0c8a5f80 0 S4100925A0FACC6,S410092836B8ABC 

Both the device run in active/passive mode.Now one of our device is stop working so we log a call in support [#7709517] get this call  number. After the inspection the support team RMA the device but angst the working device.

Currently Running active appliance : S4100925A0FACC6
Faulty Appliance : S410092836B8ABC
Replacement Appliance received against RMA : S410470A40ED596

So we inform the support time they said your another box has no license so we didn't help.

We did not understand what to do so we call & mail but did not get any solution. 

We didn't get any update from any team, Only get mail from SCM team chasing customer for faulty appliances where as they are claiming running appliance. The customer get very much offended on us.
Can any help as do the needful to resolve the problem.


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