customer unable to upgrade license on a Vertica 7.2 with newly generated key

Those licenses only work on Vertica 9.0 and later. You need to ask the license provider to generate a license with the old, legacy format.

When you say: "You need to ask the license provider to generate a license with the old, legacy format" - do you mean it's a customer option on the Licenses and Downloads Portal (https://entitlement.microfocus.com/)
Or is it a specific procedure ?

I'm not familiar with that (self-service) website. I was talking about a person (sales rep, etc.) that can assist this customer in getting the right license. If there isn't any option on that website, maybe Tech support can help.

Ok, thanks for this clarification

1. Rename the file to any name; i.e. license.key
2. Save the file anywhere; i.e. /opt/vertica/config/share/license.key
3. select install_license('/opt/vertica/config/share/license.key');
4. Check your license:  select GET_COMPLIANCE_STATUS();

SW Licensing EMEA   MI.Licensing-EMEA@hpe.com
And include needed details like in the following 50TB license request example:
Product Id: 10289260
Product Name: HPE Vertica Premium Edition 1 Terabyte Software E-LTU
Description: Vertica Premium Edition 1 Terabyte Software E-LTU
Product Number: H7W34AAE
Product Family: Vertica
Order Number: XYZ123
Entitlement ID: 12345678
Entitlement Type: Trade
Purchase Order Number:
Environment Type:
PRODUCTION
Entitled Quantity: 50

The problem is that the customer is running Vertica 7.2 and they got a new format license, only supported as of Vertica 9.0.

Thanks, I confirm the last post from Ariel, the license file is an XML file, tested and validated with a Vertica 9.1 install, but not valid for a Vertca 7.2
Unapproriate error message "ERROR 4056: New Vertica license is expired" either from admintools or as suggested by Moshe with select install_license.

As far as I know we do not have a document describing the Vertica license generation process for customer with various cases (including license install, upgrade, license uncommisionning and reuse and more)

Thanks again Moshe and Ariel
Problem solved yesterday by support, they are able to generate key tiwh the legacy (pre 9.0) format