This discussion has been locked.
You can no longer post new replies to this discussion. If you have a question you can start a new discussion

Is your SMG appliance still getting updates?

Of course you have to be current with your SMG maintenance but that only entitles you to updates.

To actually get the updates you have to register your appliance using a Secure Messaging Gateway Update Channel or Activation key. This key is fourteen hexadecimal digits. It enables your appliance to access the appropriate repository to download SLES updates but it expires at the end of the calendar year! Since SMG updates are now provided as an updated RPM along with any other SLES updates you will no longer get any SMG updates if your key has expired.

Why am I posting this now? Many customers do not know that this key expires at the end of the calendar year and you do not receive any notification that the key is about to expire or that it has.Scream

If you haven't done so already, you had better check:

Go to https://<SMG_appliance_IP_address_or_FQDN>:9443/ and login. Click on Online Update

You will see a progress bar while it checks for updates. If you don't see any it doesn't mean that there aren't any. It just means there aren't any to which you are entitled!

Click on the Register button. If your appliance has been registered you will see a Registration Status display showing when the registration expires.

If your registration has expired you must deregister your appliance and reregister it. After you click on Deregister you will be presented with another window where you will enter an email address and an activation key.

I would like to tell you that reregistering your appliance is just that simple except for one thing: Where do you get a new activation key? They used to be in the SLD portal but when I checked I only see my old one. It looks like I'll have to open a case to get one. Others have had a similar experience so all I can say to you is Good Luck.

__________
Kevin Boyle, SuperUser

Calgary, Alberta, Canada

  • Verified Answer

    +1  
    Where do you get a new activation key? They used to be in the SLD portal but when I checked I only see my old one. It looks like I'll have to open a case to get one.

    Well, I did open a high priority case and provided a link to this thread. It was treated as a licensing issue.

    • I was told the current SMG version was in the SLD portal and I could get the key there. The case was closed!
    • I replied telling them the key in the SLD (see above) had expired.
    • Again they told me the keys were in the SLD and they sent me the same key & .pem file I already had. They closed the case for a second time.
    • I replied with some not so kind comments and got no response.
    • Two days later I asked for a status report. I was told they were consulting with a product specialist
    • A day later I got an update telling me my key was broken and that IT was looking into the issue.
    • The next day I got an email telling me the issue was fixed.

    I was asked to re-register using the same key. Now it works. Furthermore, for the first time I see the expiry date now coincides with the expiry of my maintenance.Slight smile

    We know there will be issues with software products. That is a fact of life. We have maintenance so we can open a support case to get them resolved. In this case (pun intended) I'm very disappointed with how things were handled but happy that the issue was finally resolved! And, yes, my frustration is showing...

    __________
    Kevin Boyle, SuperUser

    Calgary, Alberta, Canada

  • 0   in reply to   

    Kevin - I am sorry this happened.  All of the license teams had been told, I assumed, about the current issue with the update channel keys but either Maria missed that information or forgot about it.  I have forwarded you message on to the manager over all of the license teams.  - Pam

  • 0   in reply to   
    I have forwarded you message on to the manager over all of the license teams.  - Pam

    Thank you, Pam.

    I don't usually post about my case experiences and I can't control which group is assigned a case.

    In case others are faced with the same situation, I just wanted them to be aware of what happened.

    __________
    Kevin Boyle, SuperUser

    Calgary, Alberta, Canada