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UCCE License Authorization and Registration Reverting Back to Old Data

ejlackey
Level 1
Level 1

Hello,

I have an issue with a UCCE 12.6(2) system reverting back to old registration and authorization data.

Using the Unified Contact Center Enterprise Management web portal running on the AW server, under Infrastructure>License Management, I can use a token I created on the Smart Account and successfully register and authorize the system. However, after a few minutes, it reverts back to the previous registration and authorization times and the system says "One or more product instances in the deployment are in the Enforcement state."

I've repeated the token and registration steps but it sill does the same thing. I have plenty of licenses and this product instance has registered before. The Smart Account does not show any errors for this system.

One of the recent things performed on this system is updating the certificates for some of the components and in so doing, backups were made of the cacerts files.

The SmartAgent log from tomcat mentions that it is failing to save to the keystore, so I'm wondering if I'm having some write permission issues on the system, or is there a different keystore for licensing? I tried restoring the cacerts backup that I made, but that did not resolve the issue. 

The other recent item is that the Smart Licenses were renewed. There were no changes though. Same number of Flex standard and premium seats.

Attached are screenshots and the SmartAgent log.

3 Replies 3

Yes for UCCE deployment AW is responsible for managing the license and Keystore. if you change a few component certificates please follow the standard certificate exchange process again.

Note: I also had the same issue for one customer system was authorized and given some time likely 1 to 3 hours the status was changed automatically.  if not please restart the AW servers and check.

but your case saving to keystore failed. Please check the permission or re-do the certificate exchange process for updating the certificates for some of the components.

Regards,
Ram.S

I have re-done the process for exchanging certificates.  No errors and all systems are communicating fine. Also restarted the AW.   I am monitoring wireshark and there are no errors in any of the SSL connections.  I re-authorized the license.  The screen updated with the correct registration and authorization information.  However, it reverted back to its previous Dates and Times after 10-15 minutes.

 

0000000500: cisco-a-awhds: Dec 21 2023 12:53:13.221 -0600: %_168-SMARTLICENSEOPERATIONS-6-com.cisco.ccbu.smartagentmanager.SmartAgentManager: Renew Authorization manually
0000000501: cisco-a-awhds: Dec 21 2023 12:53:13.221 -0600: %_168-SMARTLICENSEOPERATIONS-6-com.cisco.nesla.agent.impl.SmartAgentRequestHandler: Async Request Processor: enter renewAuth()
0000000502: cisco-a-awhds: Dec 21 2023 12:53:13.299 -0600: %_168-SMARTLICENSEOPERATIONS-6-com.cisco.nesla.agent.impl.SmartAgentRequestHandler: Async Request Processor: exit renewAuth()
0000000505: cisco-a-awhds: Dec 21 2023 12:53:13.971 -0600: %_Thread-23-3-com.cisco.nesla.agent.impl.manager.AgentKeyStoreManager: saving to keystore failed
0000000506: cisco-a-awhds: Dec 21 2023 12:53:13.971 -0600: %_Thread-23-3-com.cisco.nesla.agent.impl.manager.AgentKeyStoreManager: saving to keystore failed
0000000507: cisco-a-awhds: Dec 21 2023 12:53:14.002 -0600: %_Thread-23-3-com.cisco.nesla.agent.impl.manager.AgentKeyStoreManager: saving to keystore failed
0000000508: cisco-a-awhds: Dec 21 2023 12:53:14.002 -0600: %_Thread-23-3-com.cisco.nesla.agent.impl.manager.AgentKeyStoreManager: saving to keystore failed
0000000509: cisco-a-awhds: Dec 21 2023 12:53:14.002 -0600: %_Thread-23-6-com.cisco.ccbu.smartagentmanager.listener.GlobalNotificationListener: Received GlobalNotification: GlobalNotification [failReasonCode=Success, failMessage=Successful., enforceMode=InCompliance, allowRestricted=false, notificationType=NotifyEnforcementMode, agentID=null, tenantContextId=N.A.1703184740243]
0000000514: cisco-a-awhds: Dec 21 2023 12:53:14.002 -0600: %_Thread-23-6-com.cisco.ccbu.smartagentmanager.SmartAgentManager: Received entitlementList: [Entitlement [entitlementTag=regid.2019-06.com.cisco.CCE_FLEX_STD,12.5_352197e4-e16b-4e40-9da1-e817e9b3cbe7, displayName=null, entitlementVersion=12.51, enforceMode=Init, requestedDate=null, expiryDate=null, requestedCount=0, vendor=null, description=null, exportStatus=NOT_RESTRICTED, featureName=null, featureDescription=null, listener=com.cisco.ccbu.smartagentmanager.listener.EntitlementNotificationListener@1d84c95, subscription=null, intervals=null, isSlrInstalled=false, aggregatedSLRCount=0, slrTermInfoList=null], Entitlement [entitlementTag=regid.2019-06.com.cisco.CCE_FLEX_PREMIUM,12.5_23e13124-061b-40f1-ae20-2120fc363961, displayName=null, entitlementVersion=12.51, enforceMode=Init, requestedDate=null, expiryDate=null, requestedCount=0, vendor=null, description=null, exportStatus=NOT_RESTRICTED, featureName=null, featureDescription=null, listener=com.cisco.ccbu.smartagentmanager.listener.EntitlementNotificationListener@1d84c95, subscription=null, intervals=null, isSlrInstalled=false, aggregatedSLRCount=0, slrTermInfoList=null]]
0000000515: cisco-a-awhds: Dec 21 2023 12:53:14.002 -0600: %_Thread-23-6-com.cisco.ccbu.smartagentmanager.SmartAgentManager: Received entitlementList: [Entitlement [entitlementTag=regid.2019-06.com.cisco.CCE_FLEX_STD,12.5_352197e4-e16b-4e40-9da1-e817e9b3cbe7, displayName=null, entitlementVersion=12.51, enforceMode=Init, requestedDate=null, expiryDate=null, requestedCount=0, vendor=null, description=null, exportStatus=NOT_RESTRICTED, featureName=null, featureDescription=null, listener=com.cisco.ccbu.smartagentmanager.listener.EntitlementNotificationListener@1d84c95, subscription=null, intervals=null, isSlrInstalled=false, aggregatedSLRCount=0, slrTermInfoList=null], Entitlement [entitlementTag=regid.2019-06.com.cisco.CCE_FLEX_PREMIUM,12.5_23e13124-061b-40f1-ae20-2120fc363961, displayName=null, entitlementVersion=12.51, enforceMode=Init, requestedDate=null, expiryDate=null, requestedCount=0, vendor=null, description=null, exportStatus=NOT_RESTRICTED, featureName=null, featureDescription=null, listener=com.cisco.ccbu.smartagentmanager.listener.EntitlementNotificationListener@1d84c95, subscription=null, intervals=null, isSlrInstalled=false, aggregatedSLRCount=0, slrTermInfoList=null]]
0000000516: cisco-a-awhds: Dec 21 2023 12:53:14.002 -0600: %_Thread-23-6-com.cisco.ccbu.smartagentmanager.listener.GlobalNotificationListener: Received GlobalNotification: GlobalNotification [failReasonCode=Success, failMessage=Successful., enforceMode=NotApplicable, allowRestricted=false, notificationType=NotifyAuthRenewSuccess, agentID=null, tenantContextId=N.A.1703184740243]
0000000521: cisco-a-awhds: Dec 21 2023 12:53:14.002 -0600: %_Thread-23-6-com.cisco.ccbu.smartagentmanager.SmartAgentManager: Received entitlementList: [Entitlement [entitlementTag=regid.2019-06.com.cisco.CCE_FLEX_STD,12.5_352197e4-e16b-4e40-9da1-e817e9b3cbe7, displayName=null, entitlementVersion=12.51, enforceMode=Init, requestedDate=null, expiryDate=null, requestedCount=0, vendor=null, description=null, exportStatus=NOT_RESTRICTED, featureName=null, featureDescription=null, listener=com.cisco.ccbu.smartagentmanager.listener.EntitlementNotificationListener@1d84c95, subscription=null, intervals=null, isSlrInstalled=false, aggregatedSLRCount=0, slrTermInfoList=null], Entitlement [entitlementTag=regid.2019-06.com.cisco.CCE_FLEX_PREMIUM,12.5_23e13124-061b-40f1-ae20-2120fc363961, displayName=null, entitlementVersion=12.51, enforceMode=Init, requestedDate=null, expiryDate=null, requestedCount=0, vendor=null, description=null, exportStatus=NOT_RESTRICTED, featureName=null, featureDescription=null, listener=com.cisco.ccbu.smartagentmanager.listener.EntitlementNotificationListener@1d84c95, subscription=null, intervals=null, isSlrInstalled=false, aggregatedSLRCount=0, slrTermInfoList=null]]
0000000522: cisco-a-awhds: Dec 21 2023 12:53:14.002 -0600: %_Thread-23-6-com.cisco.ccbu.smartagentmanager.SmartAgentManager: Received entitlementList: [Entitlement [entitlementTag=regid.2019-06.com.cisco.CCE_FLEX_STD,12.5_352197e4-e16b-4e40-9da1-e817e9b3cbe7, displayName=null, entitlementVersion=12.51, enforceMode=Init, requestedDate=null, expiryDate=null, requestedCount=0, vendor=null, description=null, exportStatus=NOT_RESTRICTED, featureName=null, featureDescription=null, listener=com.cisco.ccbu.smartagentmanager.listener.EntitlementNotificationListener@1d84c95, subscription=null, intervals=null, isSlrInstalled=false, aggregatedSLRCount=0, slrTermInfoList=null], Entitlement [entitlementTag=regid.2019-06.com.cisco.CCE_FLEX_PREMIUM,12.5_23e13124-061b-40f1-ae20-2120fc363961, displayName=null, entitlementVersion=12.51, enforceMode=Init, requestedDate=null, expiryDate=null, requestedCount=0, vendor=null, description=null, exportStatus=NOT_RESTRICTED, featureName=null, featureDescription=null, listener=com.cisco.ccbu.smartagentmanager.listener.EntitlementNotificationListener@1d84c95, subscription=null, intervals=null, isSlrInstalled=false, aggregatedSLRCount=0, slrTermInfoList=null]]

Please Ask Cisco TAC might be we are hitting a bug. Even though I verified all the ES for 12.6 not able to find any Bug ID for your scenario.

Regards,
Ram.S