CSC-SSM-10 module can not update

[ciso.2011]

Hi,

I have Cisco ASA 5510 with CSC-SSM-10. ASA anti-virus service can not update the Base and Plus lisense. No Activation Code required for renewal. I go to "Administration> Product License" in the CSC SSM console and click "Check Status Online" to get the latest expiration date.In the module on the Check Status Online has reported the following error when: Base License status could not be checked because of a license server failure. "Please try again later", "Plus License status could not be checked because of a license server failure. Please try again later". UPDATE manual virus database can be seen in the latest available version, can not be upgraded because the service expired.

Please, can anyone help on this?

[mirober2]

Hi Petrov,

Please verify that the CSC module's management port has access to the Internet. This means that you'll need to have a cable connected from the physical management port on the front of the module to a switch somewhere in the network. The CSC module also needs to have a valid network configuration (IP address, subnet mask, default gateway, and DNS servers) and be allowed to access the Internet via your NAT and ACL rules.

Once the CSC module has Internet access, it should be able to talk to Trend Micro's licensing servers and update the license status via the "Check Status Online" button.

Hope that helps.

-Mike

[ciso.2011]

Dear Mike,

CSC module's management port has access to the Internet. The CSC module connects to the update server, available information about current versions of virus and spam updates, e-mail and Internet web traffic pass through the  CSC module successfully, but click "Check Status Online" >> ".. a license server failure...".

Best regards,

Ivan

[jthompson1250]

We recently updated our ASA5510 to os 9.1(2) and our SSM-10 to 6.6.1125.0 and changed our seats from 50 to 250 and renewed our subscription for 250 for 1 year. After all that we are unable to update the ssm module to reflect our updated licenseing.

On the SSM module web page I go to Administrator -> Product License -> (click on View detailed license online and it opens a trend micro website with a valid seat number and license subscriptiuon) but id i click on the button "Check Status Online" nothing happens...

[nick]

I have exacly the same problem after doing the same upgrade to the CSC. ASA 9.0(2).  Did anyone sort this?

[jthompson1250]

I have not been givena resolution by CISCO but they are stating that the issue is with TrendnetMicro's server. They referenced the link below but I am not sure what the issue is and I was reading that the ssm is not downgradeable. One other thing to note is we were at a very low version like 6.1 or 6.2 of the firmware/os on the ssm and the cisco tech did a webex and did a full upgrade on the ssm to 6.6.1125.0 which when I was reading it looked like you should step up to it instead of doing a full install....

http://tools.cisco.com/Support/BugToolKit/search/getBugDetails.do?method=fetchBugDetails&bugId=CSCui65802

[nick]

I tried various versions of the software now, all have the same issue. I've also now had confirmation from Cisco that this is a problem with Trend Micro, there is currently no fix.

--------

Thank you for contacting Cisco Technical Assistance Center. My name is Harvey and I will be the engineer handling your service request ID 627078015.

After reading the problem description included on the ticket, I understand that you are having issue when checking status online.

Please take a look on this information:

Symptom:

CSC Modules are not able to renewal the license information or update their activation keys. Initial debugging shows that the issue is on the Trend Micro licensing server side. Trend Micro has been made aware and we are troubleshooting this issue.

Conditions:
This is affecting any/all CSC Modules that try to check their activation keys. It prevents the module from displaying the correct activation key status.

Unfortunately there is no workaround or solution at the moment, this has been brought to Trend Micro, so customers should wait until Trend Micro fix this

Also you can take a look on this bug:  CSCui65802

[jthompson1250]

I am not sure if it was Trend Microbut my ssm finally got its new license over the course of last night. So maybe the server issue they had is resolved now...

[nick]

Same here. All working now and I didn't make any further changes so my guess would be Trend sorted their website.