User cannot activate the license, because he doesn't have access to the tab licenses even if he is logged into console as administrator.
Customer use an administrator profile but to activate the license he must be logged as system-administrator.
Log into SEPM as admin and create a new account with privileges of system administrator or activate the licenses using the admin user.
Downloading a license file
Activating your Symantec Endpoint Protection 12.1 product license
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This will clear the history and restart the chat.