Cisco Services Modules

October 22, 2007

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

Products Affected

Problem Description

When more than one ACE module is installed into a Catalyst 6509 chassis, the subsequent licenses (after the first license) will not be loaded properly by the module and all the licenses are seen as duplicates. This will result in certain user purchased options that will not be enabled. For example, the higher throughput option (8 or 10 gig license), the higher number of virtual contexts supported option (virt 20 license). Only the default values of 4g, 10 virtual contexts and 100 SSL TPS will be applied to the subsequent modules. Also, customers trying to access their license registration information via the registration website will get an error message when they enter their PAK number:

Please Correct the errors below and resubmit your request

The PAK: AFT which you have entered is not a valid one.

Background

This issue is a result of limitations with how the Electronic Order Processing tool stores serial numbers - this issue was not seen until ordering was enabled.

Problem Symptoms

Certain purchased licensing options will not be enabled (Default licenses are : 4 G throughput, 5 virtual context and 100 SSL TPS) and customers trying to access their license registration information via the registration website will get an error message when they enter their PAK number:

Please Correct the errors below and resubmit your request

The PAK: AFT which you have entered is not a valid one.

Workaround/Solution

When a customer receives the error message on the licensing web site - instructions for resolving the issue are also displayed. The instructions state:

If you experience problems or have additional questions about installing your software license please open a Service Request using the TAC Service Request Tool at http://tools.cisco.com/ServiceRequestTool/create/DefineProblem.do.

When a customer opens a case they will need to specify it is a licensing issue and will be routed to the Global Licensing Organization for resolution.

Please have your valid Cisco.com user ID and password available. As an alternative you may also call one of these numbers:

Asia-Pacific: +61 2 8446 7411 (Australia: 1 800 805 227)

EMEA: +32 2 704 55 55

USA: 1 800 553-2447

You can find a complete list of Cisco TAC contacts at this URL: http://www.cisco.com/techsupport/contacts

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:

• Open a service request on Cisco.com
• By email
• By telephone

Receive Email Notification For New Field Notices

Product Alert Tool - Set up a profile to receive email updates about reliability, safety, network security, and end-of-sale issues for the Cisco products you specify.