Problem with SA520-WEB-BUN3-K9 protectlink licensing seats

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Aug 25th, 2010
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I just opened up the SA520-WEB-BUN3-K9 route which advertised unlimited IPS and protect link web support.


The first problem is that the router wont register the service even though the license is activated.


The major problem is that according to Trend Micro the license is only for 5 seats and that we have to purchase more users. My license card says unlimited but the Trend micro guy was saying that it will support unlimited threats and that it did not apply to users. There is no mention on any of the data sheets that the web bundle has only 5 seats. In fact the only two part numbers you can order are for 1 year and 3 year which suggests its a router license not so much a per user license.


I checked at tech data and this is the description for the 3 year:



TD# 63267U CISCO SYSTEMSMFR#: L-PL-WEB-3=  UPC/EAN#: 63267U   Check ETAXXXX
Cisco ProtectLink Web - Subscription license ( 3 years ) - unlimited users - delivered via electronic distribution - view details
Add to favorites     Status:  SpecialOrder  MSRP: $250.00




I have a case with tech support and trend micro. I dont think that tech support can solve this. I think we need a PM to check this out.


Please help me out with this.


cisco pro case number: 615269539


Thanks


Johnny



Correct Answer by davbarre about 6 years 6 months ago

Johnny,


I have assumed ownership of your case with the SBSC.


I have sent you an email requesting a few things.  Please provide those back to me and we will work on getting your license registered.


I apologize for any inconvenience.

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steburke Tue, 09/14/2010 - 13:33
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Johnny,


As to the seat count issue, Cisco ProtectLink Web provides web security for an unlimited number of users, as well as a 'free sample' of email security for 5 users.  Sorry for the confusion.  To be clear, web security is not restricted to a number of users.


As to your comment that you had issues getting the license to register on the SA500, please reach out to our small business support center... they can help you resolve that problem...

Correct Answer
davbarre Tue, 09/14/2010 - 14:56
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Johnny,


I have assumed ownership of your case with the SBSC.


I have sent you an email requesting a few things.  Please provide those back to me and we will work on getting your license registered.


I apologize for any inconvenience.

eoncablewire Wed, 09/29/2010 - 08:07
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The problem is solved.


The issue is that Trend Micro uses the mac address of the router to register the service. I had the SA520 behind a comcast nat router and as such Trend Micro uses the comcast mac to register the service therefore it wouldnt work.


I put the router on the public internet and it worked fine.


NOTE: Be sure you have a public address on the router before registering and activating the Trend Micro services.


Thanks

CoryVenditti Fri, 06/17/2011 - 08:54
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Question:


When you finally got the Protectlink to Activate on the Public WAN did you just let it connect and then it activated or did you have to get a new Activation Code and start the process over?


I've sold a few of these SA520's to clients of mine and every time i have issues activating Protectlink


Now, when i do the out-of-the box config in my office before delivering the unit the SA520 is plugged into my network which has a FireBox (firewall) above it. Although the SA520 is on a unfiltered private address that i created on my FireBox. I also do the ProtectLink activation in my office on a workstation.


Does the registration with the SA520 happen at that exact time i activate the code (on my network) and Trend Micro simply couldn't find the MAC because of my firewall? Also, to further elaborate is it possibly the reason it's still not activated at the customers site because it's on a completely different Static WAN now?


Sorry to reply to an closed/answered post but you seem to be the only person who knows how these things activate.

steburke Tue, 06/28/2011 - 19:11
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Cory, the SA500 devices need to be able to provide their MAC address to the Trend servers during the Activation process, any time the power is cycled, and on an on-going basis so the device can confirm it is licensed.  Another requirement for the device to properly determine that it is activated, is for the time on the device to be correct... for this, access to NTP server is required.  We have seen situations where the device's time is not correct, and that disrupts the ability of the device to obtain its activation from the Trend license server.


Cheers,

Stephen

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