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Cisco Employee

Having trouble with licensing for UPM

This is an occasional problem I see on email.


  • The count shown does not match what I bought
  • The counts are unusual numbers
  • The product will not come out of eval mode
  • The product shows expired for one or more licenses
  • The product worked in eval mode but some java or system services are not starting after applying some licenses.
Everyone's tags (4)
Cisco Employee

Having trouble with licensing for UPM

Below is some troubleshooting info:

Troubleshooting Most Common Problems

  • UPM in Eval mode
    • No licenses in the license directory; c:\cupm\license
      • Obtain the correct licenses and put there
  • UPM in Eval mode but a license(s) is in the license directory
    • Licenses may have expired
      • Get new licenses
    • Customer put 1.x license(s) in directory instead of 2.x licenses
      • Customer must buy major upgrade licenses for 2.x and upgrade
  • UPM in Eval mode but there is an add-on license is in license directory
    • Customer forgot to order and install the image license
      • Obtain an image license and put in directory
  • Phone count is incorrect but call/message processor count correct
    • No phone add-on license. 
      • Obtain an add-on license and put in license directory
  • Phone count is incorrect but call/message processor count correct
    • One or more of the add-on licenses has incorrect MAC address
      • Rehost the incorrect MAC address licenses to match server

Troubleshooting License Entitlement

  • Count is different than customer expected in UPM license audit GUI
  • Look at licenses in license directory
    • Remove any that are expired or wrong revision (1.0)
    • Make sure all MACs match and match the server MAC. Copy all that don’t to a temp directory. Customer needs to rehost these.
  • Look at what is left
    • Count up all “B” (UPM 2.x/8.x) add-on license phone counts, call this Count A
    • If present, determine how many 1.x phone counts can be upgraded to 2.x 
      • Count up all 1.x license phone counts (from ipt_phone_max field)
      • Count up all B upgrade license counts (from ipt_phone_max field)
      • The smaller of these two numbers is the upgrade entitlement, Count B
    • Add Count A to Count B to get the number of phones UPM should support
    • After rehosting bad MAC licenses and putting them in the license directory, redo the count to see what the new phone count is.