Unable to activate ProtectLink-Web on RV220W

[mschubert1990]

Hello All,

I use to be running on firmware 1.0.2.4 with ProtectLink-Web working great, but then it expired. Some time later I updated the router to 1.0.4.17 and purchased a three year subscription to ProtectLink-Web, followed the registration link on the router, obtained an activation code, followed the activation link on the router and activated the service, however it didn't activate on the router.

I try to activate again and Trend Micro's site just says that it's already been activated. I contacted Trend Micro support and they see the activation attempts on there end and they said everything should be working. They recommended a factory reset which I performed and then attempted activation again, and again their site says that the service has already been activated. And yet when I go to Cisco ProtectLink Web > License > Summary it just says: "Please activate ProtectLink License to display the license information" and wont allow me to access the features. What is going on? Could the firewall be blocking the service? I didn't have this trouble the first time I used ProtectLink with f/w 1.0.2.4

Thank you for the help

[Tom Watts · Accepted solution]

Hi Marc, you need to call the Cisco small business support center. TrendMicro is going to have to delete your subscription, provide new keys. Once provided, the router should be factory defaulted then the new keys added.

-Tom
Please mark answered for helpful posts

[mschubert1990]

Hi Tom,

Thank you for your reply. I finally did get around to contacting Cisco tech support and they got Trend Micro to look into the issue for me. Turns out that I was provided with an incorrect registration key which created an activation code that was not compatible with my router. Trend Micro provided me with a new registration key which activated and now everything is working. I did not have to reset the router either which was nice. Thank you!