TMS queries a backend api to get the release keys and contract information, all TMS's query the same API so if this goes down pretty much all TMS's out there would probably see the same issue. We see these minor issues from time to time that the contract info / rk does not show up in TMS. This could either be because the unit (as Martin in mentioning) has no service contrace or the contract has failed to be put in the backend db.
TAC has the procedure to get it resolved pretty quickly now so I will confirm Martin on this and also what you where thinking to open a TAC case.
I've had ticket open with TAC for a similar issue since September 2011, they finally managed to partly fix it only a few weeks ago so at least the end-points now download new software and TMS reports correct RKs and software version for these.
They still haven't managed to figure out why this lack of provisioning problem is still going on with my three VCS as well as why TMS is not throwing up a TMS tickets when new software is available for JabberVideo (Movi) and TMS itself.
All of the above goes back to the db migration from TANDBERG to Cisco.
Please rate replies and mark question(s) as "answered" if applicable.
I've open a ticket to the TAC and the support asked me a list of all endpoints serial number affected by this problem. The support has check the service contract on each endpoint with a test tool and they seems look good.
He asked me to take a screenshot of the result of the "check for updates" for one endpoint and today I received the release key.
I don't know how neither why but the problem seems to be solved until the next major release.
The support just say :
I'm sorry, it's crazy when system behaves like this, but at least we have some progress here.
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