topic Re: Quantam Spark 1550 gateway licensing issue after upgrade R81.10.07 in Spark Firewall (SMB)

Quantam Spark 1550 gateway licensing issue after upgrade R81.10.07

ANANTADSULE — Mon, 31 Jul 2023 07:39:28 GMT

Hello everyone,

I'm facing licensing issue with Quantam Spark 1550 gateway after upgrade R81.10.07(996001430) from R81.10.00(996000575).

There was no issue With firmware R81.10.00(996000575) as HTTPS inspection was working fine but as soon as i upgraded R81.10.07(996001430) HTTPS inspection showing sometimes "Internal system error 1" & "Internal system error 2".

After opened case with TAC (T3),spending many hours in troubleshooting on zoom sessions with TAC T3 engineer suggested me to restore firewall to previous firmware version,but nothing helped me.

QS 1550 gateway "Webgui & cplic print" shows all licenses are valid,but cpstat os -f licensing showing URL & Application filtering license are not entitled.

Thanks & regards.

Re: Quantam Spark 1550 gateway licensing issue after upgrade R81.10.07

G_W_Albrecht — Mon, 31 Jul 2023 13:48:11 GMT

I would suggest to try an USB Flash Firmware Upgrade

Re: Quantam Spark 1550 gateway licensing issue after upgrade R81.10.07

the_rock — Mon, 31 Jul 2023 13:51:50 GMT

Did you verify with Account services?

Re: Quantam Spark 1550 gateway licensing issue after upgrade R81.10.07

Chris_Atkinson — Mon, 31 Jul 2023 14:03:35 GMT

What is the contract / entitlement start date?

sk110749: Application Control does not work on Locally managed Gaia Embedded devices

Re: Quantam Spark 1550 gateway licensing issue after upgrade R81.10.07

ANANTADSULE — Tue, 01 Aug 2023 05:22:19 GMT

TAC engineer verified that there is no issue.

Re: Quantam Spark 1550 gateway licensing issue after upgrade R81.10.07

ANANTADSULE — Tue, 01 Aug 2023 10:26:07 GMT

contract / entitlement start date 29 MAY 2023

Re: Quantam Spark 1550 gateway licensing issue after upgrade R81.10.07

G_W_Albrecht — Tue, 01 Aug 2023 11:28:04 GMT

But is URL filtering & Application Control working ? That is the main thing 😉

Re: Quantam Spark 1550 gateway licensing issue after upgrade R81.10.07

the_rock — Tue, 01 Aug 2023 12:27:10 GMT

Right, TAC engineer, but what about someone from Account services (License team)?

Andy

Re: Quantam Spark 1550 gateway licensing issue after upgrade R81.10.07

G_W_Albrecht — Tue, 01 Aug 2023 12:43:02 GMT

Only needed if it is not working.

Re: Quantam Spark 1550 gateway licensing issue after upgrade R81.10.07

the_rock — Tue, 01 Aug 2023 13:03:27 GMT

I agree, but I still find it odd there is an issue with it, though box seems to be working...bit strange, in my opiniuon.

Andy

Re: Quantam Spark 1550 gateway licensing issue after upgrade R81.10.07

ANANTADSULE — Tue, 01 Aug 2023 13:44:12 GMT

Not working.

Issue not resolved even after POA from R&D.

I have done following things.

1]Restored firewall to the factory firmware version is R80.20.15 (992001653) & configured it with wizard & activated license.

Only Threat emulation was showing entittled in CPSTAT OS -F LICENSING

2]Upgraded firmware to the firmware version is R81.10 (996000575) .after ugrading firmware HTTPS INSPECTION started for few minutes & then started bypassing traffic again.

CPSTAT OS -F LICENSING was showing the same results as URLF & APCL is not entittled.

Re: Quantam Spark 1550 gateway licensing issue after upgrade R81.10.07

ANANTADSULE — Tue, 01 Aug 2023 13:46:28 GMT

Nobody is from Account services team,Today i raised a sarvice request to Account services but they replied that it seems to be technical and assined to technical team.

Re: Quantam Spark 1550 gateway licensing issue after upgrade R81.10.07

the_rock — Tue, 01 Aug 2023 13:46:41 GMT

Honestly, if I were you, I would try to get both TAC engineer and Account services person on the phone on the same remote and see if this can be solved.

Andy

Re: Quantam Spark 1550 gateway licensing issue after upgrade R81.10.07

the_rock — Tue, 01 Aug 2023 13:50:12 GMT

Ok, I see what you mean. Thats a bummer, because sounds to me like it could be both. What did TAC engineer say? They dont see any issues? You may need to raise this with your Sales person.

Andy

Re: Quantam Spark 1550 gateway licensing issue after upgrade R81.10.07

ANANTADSULE — Tue, 01 Aug 2023 13:50:24 GMT

It's seem very difficult because even i unable to connect on call assigned TAC engineer if i want to.

Re: Quantam Spark 1550 gateway licensing issue after upgrade R81.10.07

ANANTADSULE — Tue, 01 Aug 2023 13:51:14 GMT

This case is pending from 10 july 2023 till date.

Re: Quantam Spark 1550 gateway licensing issue after upgrade R81.10.07

the_rock — Tue, 01 Aug 2023 13:51:30 GMT

I would personally pick up the phone, call them and say it is urgent to fix, because it is.

Re: Quantam Spark 1550 gateway licensing issue after upgrade R81.10.07

the_rock — Tue, 01 Aug 2023 13:52:10 GMT

Thats not acceptable in my view, you should push for escalation.

Re: Quantam Spark 1550 gateway licensing issue after upgrade R81.10.07

G_W_Albrecht — Tue, 01 Aug 2023 14:40:03 GMT

I see no error for URLF & APCL - looks like https inspection has some errors, but there are URLF & APCL logs that look correct...

Can you try the latest firmware R81.10.07 Build 996001430 for 1500 Appliances ?

Re: Quantam Spark 1550 gateway licensing issue after upgrade R81.10.07

ANANTADSULE — Wed, 02 Aug 2023 05:26:05 GMT

If URLF & APCL not enabled then https inspection will not work as seen in one of SK also told by TAC.

If you look at the post then you will find that issue occurred due to upgrade R81.10.07 Build 996001430 & URLF & APCL went not entittled in cpstat os -f licensing but shows valid in webgui & cplic print.