How can I correct license count mismatch issue between OnPrem and CSSM?

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Updated:May 1, 2025
Document ID:LIC222990

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Contents

For External Customer / Partner Use Only: These instructions are provided to help customers / partners perform the following action themselves to resolve the issue. If the customer / partner runs into issues following the instructions, please have them open a case with licensing support (https://www.cisco.com/go/scm) To help resolve. 

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Prerequisites 

Before you start, ensure that you have the following:

  • A Cisco Smart Account 
  • A valid CCO User ID and Password that has access to the Smart Account or Virtual Account. 
  • Admin Access to SSM On-Prem
note-icon

Note: Please DO NOT perform these actions yourself if you are an internal Cisco resource outside of the Licensing Support team.

Steps

To resolve the license count mismatch issue between On-Prem & CSSM, please follow the below troubleshooting steps: 

If the OnPrem Server is connected to the Internet, check if the server can ping Cisco cloud using the steps below.

Step 1: Log in to the On-Prem CLI.

Step 2: Check the reachability by typing the following commands

Step 3: If you are on Proxy, check the reachability by typing the below commands

If the connection is successful, then the Cisco cloud is accessible, and if not, then there could be an issue with OnPrem connectivity.

  • If Cisco Cloud is accessible, then you can perform Full Network Sync.
  • If Cisco Cloud is not accessible, then you can perform Full Manual Sync

To perform this action, click: How can I perform a synchronization within an On-Prem deployment?

Troubleshooting:

If you experience an issue with this process, that you cannot address, open a case in Support Case Manager (SCM) using software licensing option.

For feedback on the content of this document, please submit here.

Revision History

Revision Publish Date Comments
1.0
04-May-2025
Initial Release

Contributed by

  • Licensing Operations

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