SC4020 SCOS License

Hi,

We are experiencing a critical issue with our Dell SC4020 that we have been unable to resolve through standard support channels.

After resetting the unit, we lost access to the license, and we cannot retrieve it through the Digital Locker. Despite multiple attempts, we are still unable to access the license we originally purchased.

For the past three weeks, we have been transferred from one Dell agent to another, only to be told each time that the license cannot be found.
Yet, the support agent confirmed that he can see the license on his end, but is unable to send it to us.

He informed us that we would be contacted within 24 to 48 hours to either receive the license or obtain access — but someone reaches out, we are simply provided with the Digital Locker link, as if we hadn’t already tried it.

We have repeatedly explained that:

• The system was originally installed by a Dell technician.

• The Digital Locker only shows the last three years of licenses.

• This specific license was purchased in 2015 and therefore does not appear there.

Our support contract ended in June 2022, but Dell has a procedure in place to recover lifetime-paid licenses. What is extremely frustrating is that no one seems able to help us, and we are now being asked to pay again for something we already purchased.

We do not require support — we only need access to the license that belongs to us. The recovery process currently in place is not working.

Could you please escalate this issue and assist us in retrieving our license?

Thank you.