Blocker license renewal (Cisco) delayed.

[chris.pope]

Hi,

I ordred my license renewal on 12/3/10.  My license expired on 12/13/10.  I made a call into the help desk prior to 12/13 because I was concernced about my blocker not working anymore.  I was releaved to hear there is a grace period in which the anti-spam/virus will keep working.  On 12/17/10 I heard from my vendor that there is a major backlog of licensing with Cisco and there is no word on when I will receieve my new license.  So, I would like to know the following:

How long is the grace period on the blocker?  Both the anti-spam & anti-virus say expired.  Does this mean defs. are not being updated?

Is it possible to find out exactly how major of a backlog there is?

Thanks,

Chris

[Martin Eppler]

Hello Chris,

I'm sorry to hear that you're experiencing issues with the license renewal. From a technical point of view I also have to say that an expired feature key will turn off the given functionality with no grace period. Support has the option to generate temporary feature keys (to a certain period) to bridge the gap between processing the renewal and expiry of the given features. Please contact the support team in case this is required on your end.

Technically, your Anti-Spam and Anti-Virus definitions are updated but as the feature key is expired, the given functionality to actually detect and act on spam/viral messages is missing. So when spam is hitting the blocker device, it will be forwarded to the end user mailbox then (and not dropped or quarantined) as the valid Anti-Spam feature key is missing.

Hope this helps. if not, please let us know.

Thanks and regards,
Martin Eppler
Cisco IronPort Customer Support

[chris.pope]

Hi Martin,

Thanks for the reply.  Actually I just got the issue resolved.  Looks like during the renewal process 2 contracts were created for my device somehow.  Support had to create new keys for me and I had to manually apply them as well as disable auto check for new keys.

Getting to the functionality issue I was told by support there is a 60 day grace period.  Though the anti-spam & anti-virus showed expired the unit did appear to still block the spam messages hitting my device.  I sill received the spam quarantine e-mails as well.

I'm just happy it all worked out even though it took a month.  Had the unit not been operational, believe me, I would have quickly escalated the issue.

Regards,

Chris

[pbuch]

Hi

How is renewal supposed to work ?

I have ordered and recieved a servicecontract.

The blocker serial number is not registered in the contract, and the feature keys are expired.

How do i link the servicekontract and the serialnumber ?

/Per

[Morten Krogh]

Hi Per, have you got Your problem with registering Your contract solved?

Otherwise let me know as I have a similar case with another customer.

Med venlig hilsen

Morten Krogh

[jasbryan]

Hi,

Chris please call into the Cisco Small Business Support Center and open a case with us, so we can get this issue resolved soon rather than later. If you are having trouble with the renewal we can get your feature keys and add them manually to the blocker. We will just need valid contract information.

Thanks,

1-866-606-1866

Jason Bryant

Cisco Support Engineer

[pbuch]

Morten

Problem still not solved

/Per

[jasbryan]

Send me your case number to my e-mail

So i can take a look, i don't think i have seen your case come though.

Jason Bryant

Jasbryan@cisco.com

Cisco Netowork Engineer

[Morten Krogh]

Hej Per, I might have a solution. You can catch me at morten.krogh@techdata.dk if you are interested.

Best regards

Morten Krogh