Error: "Serial Number () is not unique" or "Internal device ID has unexpectedly changed" when managing multiple CAS 4.1.1.1 Virtual Appliances in Management Center

Products

• ISG Content Analysis
• Content Analysis Software
• CAS-VA

Issue/Introduction

When managing two or more Content Analysis (CAS) Virtual Appliances running version 4.1.1.1 with an Enterprise License, Management Center (MC) fails to maintain a unique identity for the devices.

Users will encounter the following symptoms:

Symptom 1 (Post-Upgrade):

The internal device ID has unexpectedly changed (). To reconcile this, use the RMA Device operation.

Symptom 2 (During Re-addition): Activation Failure 

When adding a second Content Analysis appliance to the Management Center, the operation fails with: Device activation failed XXX could not be activated: Serial Number () is not unique. 

 

In both instances, the empty parentheses () indicate that the Content Analysis appliance is failing to provide its unique identifier to the Management Center.

Environment

• Content Analysis 4.1.1.1 with Enterprise Licenses (those containing '99' in the middle of the licenses)
• Management Center 

Cause

The issue prevents the appliance from correctly communicating its unique Serial Number to Management Center when using specific Enterprise License types. Because the identifier is reported as a null value, Management Center cannot distinguish between multiple virtual appliances, treating subsequent units as duplicate entries. 

Resolution

There is currently no configuration fix in Content Analysis 4.1.1.1 with multiple Enterprise Licensed virtual appliances managed by Management Center. To maintain stable management, the following actions are recommended:

• For New Installations: Deploy CAS version 3.2.3.2 if the device must be managed by Management Center.

• For Existing Deployments: Remain on Content Analysis 3.x if the device must be managed by Management Center.

Important Upgrade/Rollback Warning: Once Content Analysis is running on 4.1.1.1, there is no upgrade or rollback available without a factory reset. 

 

Additional Information

Note: Content Analysis 4.1.1.1 is fully operational as a standalone appliance.

The KB article will be updated when a patched version is released.