RDS CAL downgrade and activation

Question

I have been trying to activate a set of licenses for RDS 2019. An incorrect 2022 users license was purchased by someone in our organization. So I need to downgrade and convert. The wizard for the RDS license manager provides a phone number no longer associated with a Microsoft line. The site isn't able to do the downgrade and conversion. The service number on the site directed back to the aks....aoh license activation site which also did not have the ability to handle the downgrade and conversion. The call number on the site loops my back to the site again. I emailed support who directed me to a different group. I spent a couple hours on with the service chat. After a rather frustrating run around, they were able to downgrade and activate one of the five license keys I had. One or more of the remaining failed on them. They then redirected me to commercial services that redirected to the MS365 sales site. I don't have the type of admin account the issue submission tool is demanding of me. So it won't allow me to submit a request. I am unsure how to proceed.

Answer 1

Hi Nowak, Michael

I noticed my previous answer didn't quite hit the mark for you, which tells me you are likely still trapped in this licensing loop. I totally get the frustration—Microsoft has made the RDS CAL downgrade process unnecessarily painful, and their support routing can be a nightmare.

Could you let me know exactly where you are hitting a wall with the two workarounds I suggested?

Did the direct Clearinghouse number (1-888-571-2048) refuse to route you to a human, or are you located outside the US/Canada?

Is spinning up a lightweight Server 2022 VM to act as your new License Server strictly off the table for your current environment?

Please drop a reply and let me know exactly what the Microsoft automated system or support reps are telling you right now. We can figure out another angle to get those keys converted, but it would really help to know which door just slammed in your face so I can give you the right workaround!

Tracy.

Answer 2

Hi Nowak, Michael

Here are the two fastest ways out of this mess without dealing with the MS365 sales site:

1. The Ultimate Bypass (No downgrade needed - Highly Recommended)

You actually do not need to downgrade these keys if you change your License Server. A Windows Server 2022 RD License Server is fully backwards compatible. It will happily accept your 2022 CALs and issue them to your RDS 2019 Session Hosts. If you have the resources to spin up a lightweight Windows Server 2022 VM, just install the RD Licensing role on it, activate your 2022 keys, and point your 2019 servers to this new IP. Zero support calls required.

2. The Direct Clearinghouse Route

If you absolutely must install these on your existing 2019 License Server, you need to bypass standard support and reach the Microsoft Clearinghouse directly.

Do not use the general support chat.

Call the direct Clearinghouse number (If you are in the US/Canada, it is 1-888-571-2048).

When the automated system asks what you want, say "Remote Desktop CAL Activation" and refuse the online links until it routes you to a human. This specific team has the administrative tools to manually revoke your 2022 keys and generate 2019 keys for you.

I highly recommend option 1 if you want to be done with this in 15 minutes!

If this guidance finally gets you out of the support loop and resolves your issue, please consider clicking 'Accept Answer'. This helps other members in community find the real workaround faster!

Tracy.

Answer 3

Downgrade and conversion of RDS 2022 CALs to RDS 2019 CALs cannot be completed through the standard RDS Licensing Manager wizards or public activation sites; it must be handled through Microsoft’s Clearinghouse/licensing support. The context only covers the technical side (how to activate/migrate once the correct CALs exist), not how to force a downgrade/conversion when front-line channels fail. The supported actions from the available information are:

1. Verify that the target RDS environment and license server are compatible
   • Ensure the RDS deployment is actually using a Windows Server 2019 (or later) license server, because RDS 2019 CALs are not supported on a Windows Server 2016 license server.
   • From the compatibility matrix:
     • A Windows Server 2019 license server supports RDS 2016 and 2019 CALs, but not 2022 CALs.
   • If the license server is 2016, upgrade or move to at least Windows Server 2019 before applying RDS 2019 CALs.
2. Activate the destination RDS license server (for the correct version) Once the correct CAL version is available (after Microsoft completes the downgrade/conversion on their side), the license server must be activated before installing CALs:
   1. In Server Manager, go to Tools > Remote Desktop Services > Remote Desktop Licensing Manager.
   2. In RD Licensing Manager, select the server, then Action > Activate Server.
   3. Choose a connection method:
      • Automatic connection (recommended) – requires outbound TCP 443 to Microsoft Clearinghouse.
      • Web Browser – use if the license server has no internet access but another machine does.
      • Telephone – use if there is no internet access at all.
   4. Complete the wizard with company details and finish activation.
   5. Then select Action > Install Licenses and enter the (now corrected/downgraded) 5x5 RDS 2019 CAL key.
3. If CALs were already installed on another server and need to be moved If any RDS 2019 CALs end up installed on a different license server and must be moved to this one, use RDS CAL migration after the destination server is activated:
   • Use Manage RDS CALs in Remote Desktop Licensing Manager and choose a migration method:
     1. Automatic connection (over TCP 443 to Clearinghouse).
     2. Web browser (URL is shown in the wizard; use another device with internet access).
     3. Telephone (number shown in the wizard, based on country/region).
   • If the source license server is no longer functioning and that option is selected, the wizard will remind that CALs must be removed manually from the source server after migration.
4. If the license server is Windows Server 2012 and browser/phone install fails
   • For Windows Server 2012 license servers that cannot install RDS CALs via web browser or telephone, the documented resolution is:
     1. Record the current License Server ID and installed CALs.
     2. Install the hotfix from the Microsoft Update Catalog and restart.
     3. Uninstall the RD Licensing role and restart.
     4. Reinstall RD Licensing and reactivate the license server (this generates a new LSID).
     5. Use Manage CALs to migrate existing CALs via https://activate.microsoft.com/ if there is an active connection.
     6. Install any new RDS CALs (also via https://activate.microsoft.com/ if available).
5. CAL quantity display vs. actual entitlement (for CSP scenarios)
   • If the RDS CALs were purchased through CSP as Software Subscription or Perpetual licenses, a single product key may show a quantity of 500 in the licensing server regardless of the actual purchase. This is cosmetic and does not affect technical operation or license compliance when using per-user mode.
   • Per-user RDS CALs are not technically enforced; sessions are still issued from the “Over-Used CAL Pool” even if the displayed CAL count is lower than the number of users.

Because the downgrade/conversion of 2022 → 2019 CALs itself is not handled by any of the documented tools or wizards, and the context does not provide an alternative escalation or contact path beyond Microsoft Clearinghouse/licensing support, the only supported next step once front-line support has partially processed the downgrade is to continue working with Microsoft’s licensing/Clearinghouse channels until all keys are converted, and then use the activation and migration steps above.

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References:

• Cannot connect to RDS because no RD Licensing servers are available
• Activate the Remote Desktop Services license server
• Migrate your Remote Desktop Services Client Access Licenses (RDS CALs)
• Can't install RDS CALs by using a web browser or telephone on a Windows Server 2012-based license server
• Sell on-premises software through the Cloud Solution Provider (CSP) program
• CSP software key activations