Problem with SA520-WEB-BUN3-K9 protectlink licensing seats

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Expand view Topic review: Problem with SA520-WEB-BUN3-K9 protectlink licensing seats

Re:Problem with SA520-WEB-BUN3-K9 protectlink licensing seats

by Guest » Sat Dec 19, 2009 2:43 am

Cory, the SA500 devices need to be able to provide their MAC address to the Trend servers during the Activation process, any time the power is cycled, and on an on-going basis so the device can confirm it is licensed.  Another requirement for the device to properly determine that it is activated, is for the time on the device to be correct... for this, access to NTP server is required.  We have seen situations where the devices time is not correct, and that disrupts the ability of the device to obtain its activation from the Trend license server. Cheers,Stephen

Re:Problem with SA520-WEB-BUN3-K9 protectlink licensing seats

by Guest » Sat Dec 19, 2009 2:20 am

Hi Cory, Please contact the SBSC team to help you resolve this.  Their phone number is:1-866-606-1866. The following page contains the pertinent contact list. http://www.cisco.com/en/US/support/tsd_ ... tacts.html Cheers,Wei

Re:Problem with SA520-WEB-BUN3-K9 protectlink licensing seats

by Guest » Sat Dec 19, 2009 1:50 am

Question:  When you finally got the Protectlink to Activate on the Public WAN did you just let it connect and then it activated or did you have to get a new Activation Code and start the process over? Ive sold a few of these SA520s to clients of mine and every time i have issues activating Protectlink Now, when i do the out-of-the box config in my office before delivering the unit the SA520 is plugged into my network which has a FireBox (firewall) above it. Although the SA520 is on a unfiltered private address that i created on my FireBox. I also do the ProtectLink activation in my office on a workstation.  Does the registration with the SA520 happen at that exact time i activate the code (on my network) and Trend Micro simply couldn find the MAC because of my firewall? Also, to further elaborate is it possibly the reason its still not activated at the customers site because its on a completely different Static WAN now? Sorry to reply to an closed/answered post but you seem to be the only person who knows how these things activate.

Re:Problem with SA520-WEB-BUN3-K9 protectlink licensing seats

by Guest » Sat Dec 19, 2009 1:38 am

The problem is solved. The issue is that Trend Micro uses the mac address of the router to register the service. I had the SA520 behind a comcast nat router and as such Trend Micro uses the comcast mac to register the service therefore it wouldnt work. I put the router on the public internet and it worked fine. NOTE: Be sure you have a public address on the router before registering and activating the Trend Micro services. Thanks

Re:Problem with SA520-WEB-BUN3-K9 protectlink licensing seats

by Guest » Sat Dec 19, 2009 1:21 am

Johnny,I have assumed ownership of your case with the SBSC. I have sent you an email requesting a few things.  Please provide those back to me and we will work on getting your license registered.I apologize for any inconvenience.

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