Unable to register SX80 to Webex Control hub - 'The activation service requires an encryption option key'

[Knowlesy14]

I'm trying to register a SX80 via the Webex Control Hub (admin.webex.com). (Add device, generate 16-digit activation code). However, when I go to enter the activation code I get the error 'The activation service requires an encryption option key'.

Accessing the device via a webgui I see no option keys are installed. This device was previously registered to the Webex cloud but had to be factory-reset. Does a factory reset remove the option keys?

[PJMack · Accepted solution]

Go to this site, there are instructions on how to check your device status, if there are any option keys missing you should be able to see them there. so you can add them back to the codec. 

https://cway.cisco.com/docs/SNChecker/1.6.0/coverage-checker-checking-status/coverage-checker-checking-status.htm

[christopher.jacob45@yahoo.com]

PJMack the link said Page not found.

[Wayne DeNardi]

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christopher.jacob45@yahoo.com wrote:  the link said Page not found.

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Try Device Coverage Checke for the device status, or the License Administration Portal for any licence keys for your devices.

Please note: the SX80 is only supported in Webex Control Hub until 1 June 2025, see End of support for RoomOS devices for details.  It would be strongly recommended that you consider replacing it with a more recent and supportable model if you're planning to use it for any longer than that.

[Wayne DeNardi · Accepted solution]

A full factory reset removes any of the installed option keys.  You will need to add your key back.  If you don't have a record of what it is, you should be able to get the keys again via the Cisco Licencing Portal. From there, if you select the "Get Licences" drop down then "TelePresence Licence to Resend" option in the menu, and put in your endpoint's serial number, you will be shown (and optionally emailed) all the licence keys for your device.

[Chuck Hong]

hi Wayne,

now that the Cisco website has been totally restructured, the steps you shared is no longer working. might you be able to share the latest way to get to the same functionality, i.e. "TelePresence License to Resend"?

thanks much in advance,

-chuck

[Wayne DeNardi]

Go to https://software.cisco.com/software/swift/lrp/#/pak

[arprieto@cisco.com]

How did you solve it?

I have the same issue with SX10 Codec registred to the Control Hub.

Looks like it is stucked in the control hub, I delete the device but still asking for the code.

[kahcun.chengKLS]

Factory reset does not clear your option key.

Your hit this error due to you are using CENC firmware. 

Change to CE firmware will solve the issue