SSP ISG Application License Troubleshooting

Products

• ISG Content Analysis
• ISG Proxy
• SSP

Issue/Introduction

Application Licenses on SSP ISG are not updating
Application Licenses on SSP ISG do not match entitlement

Resolution

1. Check the portal for license data (confirming new dates reflecting in Broadcom Support Portal)
   • If the dates do not look correct, open a Non-Technical case. 
   • If the dates look correct, go to step 2.
   
   
2. Check the SSP for the license data (confirming new dates reflecting on SSP)
   In the CLI, execute the following:
   enable
licensing view id <serialnumber>
• If the license shows the correct dates, go to step 5.
   • If the license does not show the correct dates, go to step 3.
   
   
3. Attempt to load the license on the ISG host:
   enable
licensing load id <serialnumber>
   • If the license load is successful, go to step 5.
   • If the license load is not successful, go to step 4.
   
   
4. Validate the ISG application connectivity with external sites (URLs/IPs for Symantec Services):
   • If a proxy setting is required to reach external sites and the proxy settings are present, proceed with proxy troubleshooting after verifying that it should be using the required proxy settings. Then, perform step 3 again.
   enable
configure terminal
proxy-settings view
   
   • If a proxy is not needed to reach external sites, and the proxy settings are not present, and the issue persists, troubleshoot network connectivity before performing step 3 again.
   
   
5. Restart Applications.
   To retrieve the updated licensing data, restart the applications:
   enable
configuration terminal
applications restart <GivenApplicationName>
   
   
6. Enable licensing auto-updates:
   • Verify licensing auto-updates are enabled on ISG.
   enable
configure terminal
licensing auto-update true
   
   • Verify licensing auto-updates are enabled on SGOS.
   enable
configure terminal
license-key auto-update enable

If you are still experiencing an issue, please contact technical support for further assistance.

Additional Information

• Prior to ISG 2.4.10.1, installing a license produces an error message where there is no error (SWGCOE-11934)
• Prior to ISG 2.4.6.1, inline licensing does not function with auto-updates (ISG-1691, SWGCOE-11004)
• Prior to ISG 2.4.1.1, load commands on the ISG ignore proxy settings (ISG-982)
• Dynamic license updates do not function correctly on SGOS older than 7.3.18.1 (SG-37294)
• Licenses for applications are managed solely in the ISG command-line interface (CLI). License management from within the application (Except EdgeSWG CLI) is disabled.