Webex problem codec pro

[eko-san]

I have a problem with registering the device in Webex, 
after entering the generated code 16, the message
 "Activation failed: Invalid command response: Wrong number of keys (48)" appears

[bunrein]

I had this same issue. I fixed it by upgrading the firmware on the Cisco Codec Plus. It was an older version (9.9) and I had to use the 9.15.6 StepUpgrade firmware and then finally I could update it to latest (RoomOS 11.x at this time). 

[NetAnalyst888]

Hey Bunrein,

I got the same issue. Do you still have the 9.15.6 firmware version?

[bunrein]

My equipment started at version 9.9 and I upgraded it to 9.15.6 only so that I could then upgrade it to the latest, which at the time was 11.x. I'm not sure if you are asking if I still have the actual firmware files because you need them, or if I stopped at version 9.15.6, which I did not. Hope that helps!

[NetAnalyst888]

My apologies for the confusion. Yes, I need the version 9.15.6 to upgrade my device.

[Wayne DeNardi]

9.15.6 is only available as a Step Upgrade file to assist in upgrading from an older version to new CE release.  The s53300ce9.15.6-step-upgrade.pkg file is available from the Cisco software website at Software Download - Cisco Systems.  You will then need to upgrade again immediately to one of the current software releases.  The current recommended version available for download at the date of this response is RoomOS 11.9.3.1.

[bunrein]

I think you can find the firmware here: https://software.cisco.com/download/home/286316402/type/280886992/release/CE9.15.6%20StepUpgrade

[NetAnalyst888]

This is the problem. We do not have support contract for manually downloading RoomOS and we cannot download it. We do have subscription in Webex Control Hub and all our Room Kit device upgrades are done automatically through the control hub. Correct me if I am wrong but I cannot find in the control hub that you can manually download the RoomOS software. 

How am I suppose to upgrade my old device with old version if I can't register it through the control hub? 

[Igor Lukic]

Hello @eko-san,

just enter the activation code with the dashes ("-"). Then it should work, provided that your network allows the registration. Please also be advised not to post the real activation code in the forum as it could be used to register device within your Webex Org.

Best regards

Igor 

[eko-san · Accepted solution]

Thank you for your help, but I still cannot activate the device. I think there will be a need to change the software, unless there is another solution

[PJMack]

Factory reset the device, and when you get to the startup wizard, choose cloud registration. If your code is too old, it will immediately start a software upgrade before asking for an activation key. After that upgrade then you can try entering the key, that will likely work. 

[eko-san]

Thank you for your help, but it doesn't work, a connection problem message appears, other devices connect and Codec Pro doesn't want to

[Wayne DeNardi]

The error message suggests that there is a firewall issue wherever you have the endpoint connected (assuming it does have an active network connection and permission to contact the Internet from there).

Take a look at the Network Requirements for Webex Services document for things that needs to be configured to allow access to Webex.