In the Infinigate cloud core panel there are a few common order failures we are aware of. I have included these below. Some have workaround which are easily implemented whilst others will required you to contact our support team.
Common Errors:
Error 1:
For the current term, the requested number of 1 asset(s) exceeded the remaining limit of 0 assets allowed for this customer for the CatalogID - CFQ7TTC0LCHC:0003:CFQ7TTC0XCQH.
This error will typically appear when an order for a trial has failed. The error is stating that they cannot have the trial because they have already had the trial in the past or the customer already has a full subscription and cannot have a trial.
Workardound 1: The best workaround we can suggest if you get this error is to purchase a Monthly Monthly subscription. This will allow the customer to try the subscription. After the month you can then cancel the subscription if they no longer wish to proceed or change it to a 1 year subscription if required.
Error 2:
Reason: Planned date 2025-03-21 00:00:00 is not aligned either with the Microsoft commitment end date 2025-02-20 00:00:00, nor with the next billing end date 2025-02-20 00:00:00.
The dates on this will vary depending on when the order was placed. This error can occur for 2 reasons:
The scheduled order has been placed to late.
Scheduled orders must be placed 2 or more days before the Microsoft renewal date otherwise they will not process correctly. This is because Infinigate renews subscriptions 1 day before the Microsoft renewal date to avoid issues.
https://kb.infinigate.cloud/en-us/knowledgebase/article/KA-01092
If the core subscription has renewed and then you try and schedule the order it will then try to schedule it for the next renewal and fail as its too far in advance.
If its a monthly monthly subscription it could no longer be lined up with partner centre if expiration is the 29th 30th or 31st
Microsoft will typically change the renewal date to the last day of the month if the subscription does not have a 29th, 30th or 31st. This can cause the renewal date to be out of sync meaning a scheduled order will fail if it does not match the renewal date.
Please contact our support team if you see this error and we can advise further and assist you with correcting it on support@infinigate.cloud or give us a call on 0345 249 3303.
Error 3:
Exclaimer Migration Failure
Reason: The Exclaimer subscription for Customer Name is invoiced under an annual bill with Exclaimer until (DATE). We are unable to transfer the subscription due to this. Please request this migration again closer to this date.
The reason for this failure is that the order is being placed to early. We have been advised that Migration orders for Exclaimer need to be placed within the last 30 days.
The Order will need to be cancelled and then replaced within the last 30 days.
If you need further assistance with a failed order mentioned here or assistance with an error not included in this article please reach out to our support team on support@infinigate.cloud or give us call on 0345 249 3303 including the Customer Name, Order number and any error(s) you are seeing.