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Updated the Products Affected, Defect Information, Problem Description, Background, Problem Symptom, and Workaround/Solution Sections and Added the Additional Information Section
Updated the Problem Description, Background, Problem Symptom, and Workaround/Solution Sections
|Affected OS Type
||Affected Software Product
||Affected Release Number
Unified Contact Center Express Software
Unified CCX 12
||QuoVadis root CA decommission on cra|
||QuoVadis root CA decommission on cra|
||Smart Licensing "Communication send error" due to certificate update|
||QuoVadis root CA decommission on ccp|
For affected versions of the Unified Contact Center Express (UCCX) software and Customer Collaboration Portal (CCP), some Secure Sockets Layer (SSL) certificates issued from the QuoVadis root certificate authority (CA) trust chain before March 31, 2021 cannot be renewed from this CA. Once those certificates expire on devices or are removed from the Cisco cloud servers, functions such as Smart Licensing will fail to establish secure connections to Cisco and might not operate properly.
The QuoVadis Root CA 2 Public Key Infrastructure (PKI) used by UCCX and CCP software to issue SSL certificates is subject to an industry-wide issue that affects revocation abilities. Due to this issue, no new QuoVadis Root CA 2 certificates will be issued or renewed by Cisco after March 31, 2021. This affects certificate renewals on devices, Cisco cloud servers, and third-party services.
Certificates issued before the QuoVadis Root CA 2 was decommissioned will continue to be valid. However, the certificates will not renew when they expire on either the device or the Cisco cloud server. This will cause functions such as Smart Licensing to fail to establish secure connections to Cisco cloud servers.
This table shows a summary of the QuoVadis Root CA 2 certificate expiration dates for affected Cisco services.
|Cisco Cloud Server
||QuoVadis Certificate Expiration Date
||February 5, 2022
||January 26, 2023
Expiration of the QuoVadis Root CA 2 certificates affects these services with the associated symptoms.
||Symptoms for Affected Services
||Failure to connect to the server (Details are provided in this section)
For UCCX and CCP devices, affected devices will be unable to connect to the Smart Licensing services hosted by Cisco. Smart licenses might fail entitlement and reflect an Out of Compliance status.
The features that use Smart Licensing will continue to function for one year after the last successful secure connection. Some Smart Licensing symptoms are:
- The device might indicate a failure to communicate with the Smart Licensing server within 30 days from the last successful connection.
- The device will show the "Authorization Expired" state if there is no communication with the Smart Licensing server within 90 days.
- The device will show the "Unregistered" state if there is no communication with the Smart Licensing server after one year and the licensed features usage become suspended.
Note: Offline licensing, such as Permanent License Reservation (PLR) and Specific License Reservation (SLR), is not affected by the certificate change on the Smart Licensing server.
For additional information, refer to the Cisco Smart Licensing Guide.
Cisco has migrated from the QuoVadis Root CA 2 to the IdenTrust Commercial Root CA 1 for SSL certificates. Cisco recommends to perform a software upgrade to add the new IdenTrust Commercial Root CA 1 certificate to UCCX and CCP.
For CCX 12.5 SU1, please contact Cisco TAC for workaround
For UCCX-based devices, upgrade UCCX software versions shown in the table in order to resolve the root CA certificate issue for affected platforms.
||UCCX 12.5(1) SU2 or later
For CCP, the changes from CVOS (CSCvx00534) have been added to CCP as part of defect CSCvx00529. No action is required on CCP server.
||CCP 12.5(1) SU1 or later
Cisco has created a web page to provide customers and partners with additional information on this issue. Consult the QuoVadis Root CA 2 Decommission page for a full list of products affected, associated Field Notices, and frequently asked questions.
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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