Field Notice: FN - 72590 - Cloud Connect Is Unable to Check for and Download New Software Due to DevHub Authentication Token Expiration - Workaround Provided

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Updated:August 23, 2023

Document ID:FN72590

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Notice

THIS FIELD NOTICE IS PROVIDED ON AN "AS IS" BASIS AND DOES NOT IMPLY ANY KIND OF GUARANTEE OR WARRANTY, INCLUDING THE WARRANTY OF MERCHANTABILITY. YOUR USE OF THE INFORMATION ON THE FIELD NOTICE OR MATERIALS LINKED FROM THE FIELD NOTICE IS AT YOUR OWN RISK. CISCO RESERVES THE RIGHT TO CHANGE OR UPDATE THIS FIELD NOTICE AT ANY TIME.

Revision History

Revision	Publish Date	Comments
1.0	16-Aug-23	Initial Release

Products Affected

Affected OS Type	Affected Software Product	Affected Release	Affected Release Number	Comments
NON-IOS	Cloud Connect	12	12.6(1), 12.6(1)ES1, 12.6(1)ES2, 12.6(1)ES3, 12.6(1)ES4, 12.6(1)SecurityPatch, 12.6(2)	This Field Notice applies to Cisco Unified Contact Center Enterprise (UCCE) and Packaged Contact Center Enterprise (PCCE) deployments that utilize Cloud Connect for Orchestration to check for and download new software. It is not specific to Engineering Specials and does not apply to customers using Webex Contact Center Enterprise (WxCCE).

Defect Information

Defect ID	Headline
CSCwf60543	CCBU software download failure due to Devhub token expiry

Problem Description

Unified Contact Center Enterprise (UCCE) and Packaged Contact Center Enterprise (PCCE) customers utilizing Cloud Connect for Orchestration to check for and download new software will encounter an authentication failure. This failure is due to the Authentication token associated with the API key becoming invalidated as part of Cisco’s Single Sign-On (SSO) backend technology migration.

Background

Beginning August 31, 2023, Cisco will migrate the backend technology for SSO. As a result of this migration, the Authentication token linked to the API key created from the DevHub console will be invalidated.

Problem Symptom

Following the migration of Cisco's SSO backend technology, Cloud Connect will begin sending emails to administrators to inform them of software download failures. The emails will contain specific messages based on the affected feature on Cloud Connect. Refer to the information in this table for further details.

Affected Feature on Cloud Connect	Symptoms for Affected Features	Where Symptoms Will Be Noticed	Log Text Indicating Symptoms
Orchestration software download from DevHub to Cloud Connect.	The scheduled software download will fail. Enforcing a manual software download will fail.	Software Download Ansible Log (software_download_ansible.log)	Ansible Log: Response message is: "Download request has been canceled: ExpiredRefreshToken”
Configuring Cisco hosted cloud-based software artifactory using the `utils image-repository set` command via the CLI.	The `utils image-repository set` command via the CLI will fail.	CLI Console CLI Log	Console Message: “Authentication token expired for CCO ID used to generate API key. Log in to aritifactory URL with CCO ID to refresh the token.” CLI Log: Cisco Artifactory configuration failed. Response code: 400. Response message: “Download request has been canceled: ExpiredRefreshToken”

Note: For instructions to download the orchestration logs, refer to the following section:

For Cisco Unified Contact Center Enterprise, refer to Cisco Unified Contact Center Enterprise Install and Upgrade Guides > Installation and Upgrade Guide for your release > CCE Orchestration > Orchestration in CCE Deployment > Maintenance Tasks > Serviceability.
For Cisco Packaged Contact Center Enterprise, refer to Cisco Packaged Contact Center Enterprise Install and Upgrade Guides > Installation and Upgrade Guide for your release > Orchestration > CCE Orchestration > Orchestration in CCE Deployment > Maintenance Tasks > Serviceability.

Workaround/Solution

After the migration cutover date, administrators using the UCCE Orchestration software download or configuring Cisco hosted cloud-based software artifactory via the CLI with the utils image-repository set command need to log in to the Cisco DevHub console with the same Cisco.com User ID (CCO ID) that was originally used to generate the API key configured for Cloud Connect Orchestration.

This will associate a new authentication token with the API key. It is important to note that you do not need to regenerate the API key. Once you have logged in to the DevHub console, the UCCE Orchestration software download and the utils image-repository set command via the CLI will work as expected.

Note: The CCO ID used to generate the API key currently configured in Cloud Connect for Orchestration should have access to download the software. If the CCO ID originally used to generate the API key is no longer available or if access to contract registered software is revoked for the presently used CCO ID, generate the API key with any valid CCO ID with access to software download and configure it in Cloud Connect for Orchestration.

For More Information

If you require further assistance, or if you have any further questions regarding this field notice, please contact the Cisco Systems Technical Assistance Center (TAC) by one of the following methods:

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