#CiscoLive

Smart Licensing
Troubleshooting and Case
Studies
Shashank Singh
Principal Engineer
Cisco Customer Experience

@shashankcisco
BRKTRS-2034

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 • Introduction
• Troubleshooting Smart Licensing
Agenda • Case Studies
• Appendix

#CiscoLive BRKTRS-2034 © 2022 Cisco and/or its affiliates. All rights reserved. Cisco Public 4
Introduction
 Smart Licensing Using Policy
• Smart Licensing using Policy first
Cisco
implemented in IOSXE version 17.3.2. Factory-
reporting Smart
• What is different from old smart Account
licensing approach?
• How are new commands in Smart Direct-
Online/Offline
reporting Supported
Licensing using Policy interpreted? reporting

Reporting via
CSLU/SSM Cisco Smart
On Prem Licensing Utility
(CSLU), SSM on
prem or other
RUM Reports
reporting methods
RUM Reports

Use Report Use Use

Created Report Report
Created Created

Device Device Device

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 Difference between SL and SLP
Key Differences
Legacy Smart License (SL) Smart Licensing using Policy (SLP)

• Mandatory evaluation mode • No registration or evaluation mode

• Registration to CSSM/satellite for • Allows unlimited usage of un-enforced
compliance licenses
• Licenses reported at regular intervals • Usage reports gathered and sent later
• SL flow per device - Device is aware of • Device has no knowledge SA/VA
Smart Account/Virtual account (SA/VA) • No SLR for greenfield - [policy download]
• SLR for off-line customers

Registration & Report Report Only

Register PI with Token

Allocate license CSSM Usage Report CSSM

Smart Smart
Device Regular Report Account Device Account

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Smart Licensing using Policy – Design Options
Agenda DIY?

DNAC SLP support starts

from DNAC 2.2.1.0
release onward APIs and CLIs to
push or pull report
data

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Troubleshooting
Smart Licensing
Smart Licensing Using Policy
Smart Licensing using Policy on Catalyst Switching Migrate Catalyst License to Smart Licensing Using
Platforms Policy
https://www.cisco.com/c/en/us/support/docs/switches/catalyst-9300-series-
switches/216545-smart-licensing-using-policy-on-catalyst.html https://www.cisco.com/c/en/us/support/docs/switches/catalyst-9300-series-
switches/216520-migrate-catalyst-license-to-smart-licens.html

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SLP Connected directly to CSSM – 1/3
Direct Connect - Smart Transport
Direct Connect - Call-home Transport

Step 1. When using direct connection to Cisco Smart Software Manager (CSSM) on a Switch supporting
Smart Licensing using Policy (IOSXE 17.3.2 or newer) these steps help establish a connection with the portal and get the
licenses:

• Verify the Switch can reach Cisco licensing server

Switch#ping smartreceiver.cisco.com
Switch#telnet smartreceiver.cisco.com 443

• If you can’t reach the server by the domain name you can configure a DNS static entry, for example:

Switch(config)#ip host smartreceiver.cisco.com 72.163.10.105

• In order to obtain the IP address of smartreceiver.cisco.com, use nslookup or similar utility. Currently, it’s being load
balanced between these IP addresses:

72.163.15.144 ICMP (ping) might be blocked

72.163.10.105 for some of them.
173.36.127.16
192.133.220.90 #CiscoLive BRKTRS-2034 © 2022 Cisco and/or its affiliates. All rights reserved. Cisco Public 11
SLP Connected directly to CSSM – 2/3
Step 2.Configure the smart transport on the Switch

The call-home transport can still be used for Smart Licensing Using Policy. However it’s a legacy method and it is
recommended to use smart transport instead.
Switch(config)# license smart transport smart
Switch(config)# license smart url default

If communication with CSSM should occur in a particular VRF, assign specific source interface as needed:

Switch(config)# ip http client source-interface <INTERFACE-TYPE-NUMBER>

In case you are using a PROXY for internet reachability please configure the following commands:

Switch(config)# license smart proxy address "IP-ADDRESS"

Switch(config)# license smart proxy port <PORT-NUMBER> If there is a valid token available
copy the token to the clipboard. If
there is no valid token available
generate a new token and copy it to
Step 3. Obtain a token from the CSSM portal the clipboard.

Go to software.cisco.com > Smart Software Manager > Manage licenses.

Navigate to Inventory > select the proper Virtual Account > General. A single token can be used for
multiple switches if it didn’t expire.

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 Troubleshoot trust
SLP Connected directly to CSSM – 3/3 installation/sync

Step 4. Establish trust with CSSM

Switch will establish trust with CSSM using the token obtained from the
Virtual Account on CSSM.
Switch# license smart trust idtoken <TOKEN> all force
After a few minutes at the very bottom of the ‘show license status’
output you should see the trust code was installed
Switch#show license status
<...>
Trust Code Installed: Feb 25 18:37:51 2021 UTC

Step 5. Trigger a license usage report

After a few minutes in the ‘show license status’ output you should see the the “Last report push” and “Last ACK
received” timestamps
Switch#show license status All licenses used on the Switch will
<...> be included in the license usage
Usage Reporting: report. These licenses are displayed
Last ACK received: Mar 27 22:33:28 2021 UTC in ‘show license summary’.
Next ACK deadline: Jun 25 22:33:28 2021 UTC
Reporting push interval: 30 days
Next ACK push check: <none> In order to push the report to CSSM,
Next report push: Apr 26 22:29:28 2021 UTC issue “license smart sync all”
Last report push: Mar 27 22:29:28 2021 UTC command.
Last report file write: <none>
BRKTRS-2034 13
Troubleshooting Scenarios – Product Instance
1. Check current license status 5. Check for communication issues 8.Check report frequency
Check the output of “show license status”. Syslog will appear if there are In the output of ‘show license tech
communication issues explaining further support’, under section of ‘Usage
2.Check policy installation status details. Reporting:”,
From the output of ‘show license tech support’, next timestamp of reporting is displayed.
under “Policy” section, data should be 6. Check if authcode is installed
displayed. In the output of ‘show license tech Next report push: Oct 19
support’, under section “Authorizations:”, 21:52:13 2021 UTC
Policy: info of auth code installation is displayed.
Policy in use: Installed On 9.Check ACK deadline.
Oct 08 19:07:28 2021 UTC Authorization type: In the output of ‘show license tech
Policy name: SLE Policy SMART AUTHORIZATION INSTALLED support’, under section of ‘Usage
Reporting:”, time of ACK deadline is
7.Check if reporting is required displayed.
3.Check trust is installed/established In the output of ‘show license tech
From the output of ‘show license tech support’, support’, under section “Usage Next ACK deadline:
data should be displayed at the bottom. Reporting:” data is displayed reflecting Nov 18 21:45:17 2021 UTC
reporting status.
Local Product-instance: 10.Check if ACK was received.
P:CSR1000V,S:9R0LNVXST8K, If no reporting required: In the output of ‘show license tech
state[2], Trust Data INSTALLED Reporting push interval: 0 support’, under section of ‘Usage
Overall Trust: INSTALLED (2) Reporting:”, info about ACK is displayed
If any reporting required:
4.Check Purchase info Reporting push interval: 30 Last ACK received:
In the output of ‘show license tech support’, days State(4) InPolicy(30) Oct 19 21:45:17 2021 UTC
purchase info if available is displayed under
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section “Purchased Licenses:”. BRKTRS-2034 © 2022 Cisco and/or its affiliates. All rights reserved. Cisco Public
Smart Licensing – Cisco SL Utility
Agenda
CSLU using PUSH Mode
CSLU Auto Discovery
CSLU using Disconnected Mode

CSLU using PULL Mode

CSLU initiates the
process of fetching the
rum reports from the
devices.

Smart Licensing using Policy - CSLU

C:\Users\<user-name>\AppData\Roaming\CSLU\var\logs

CSLU logs on Windows

for troubleshooting

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Troubleshooting Scenarios – CSLU
CSLU can’t pull report from product-instance CSLU has intermittent connection to CSSM

• Can CSLU ping the product-instance? • Check log files (Both product-instance and
CSLU)
• Does product-instance have HTTPS
configured? • On Product-instance check ‘show license
history message’ output
• Is product-instance’s password properly
set in CSLU? • “Download for Cisco” can be used to
manually download reports when
• Put product-instance’s IP address in connection is down.
browser. If HTTPS is properly configured,
its management page will load. If this fails, • If CSLU has proper connectivity to CSSM,
CSLU won’t be able to pull reports. “Download for Cisco” should return the
following error:
• Check alerts and logs files from the CSLU ‘there won’t be any files to download,
and the product-instance . they were all set to CSSM’

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Additional Tips
Scenario: Running into SLP issues.
Scenario: Policy failure due to time mismatch. Switch What data to collect from the switch ?
may not register because a policy was installed, but an
error was detected while parsing the policy code, and
installation failed. • show license all
• show license tech support
A signature mismatch: This means that the system clock • show license eventlog
is not accurate. • show license history message

A timestamp mismatch: This means the system clock on • request platform software trace rotate all
the product instance is not synchronized with CSSM. • show logging process iosrp internal start last boot to-
file bootflash:<file-name>

• show ip http server session-module

Checks:

• Ensure that the system clock is accurate and

synchronized with CSSM.

• Configure the ntp server command in global

configuration mode. For example:

Switch(config)#ntp server 198.51.100.100 version 2 prefer

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Case Studies
Switch Registration is Failing
Server Reachability Issues - 1/2
Switch License Authorization "Failure reason: Fail to send out Call Home HTTP message."
Behavior
Switch will not register and the DLC process can not be done

Logs
*May 27 19:45:49.721: %SMART_LIC-3-COMM_FAILED: Communications failure with the Cisco Smart
Software Manager or satellite : Fail to send out Call Home HTTP message.
*May 27 19:45:49.722: %SMART_LIC-3-AUTH_RENEW_FAILED: Authorization renewal with the Cisco
Smart Software Manager or satellite : Communication message send error for udi PID:WS-C3850-24P,SN:xxxxxxxxxx

Snip of "show license all”

License Authorization:
Status: OUT OF COMPLIANCE on Jul 26 09:24:09 2018 UTC
Last Communication Attempt: FAILED on Aug 02 14:26:23 2018 UTC
Failure reason: Fail to send out Call Home HTTP message. Failure
Next Communication Attempt: Aug 02 14:26:53 2018 UTC Reason
Communication Deadline: Oct 25 09:21:38 2018 UTC

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Switch Registration is Failing
Server Reachability Issues - 2/2
Switch License Authorization "Failure reason: Fail to send out Call Home HTTP message."
What to look into?
• Verify HTTP configuration on the switch is correct. show run | section http

• Call home is the correct address. show call-home profile all

• Verify reachability to tools.cisco.com/smartreceiver.cisco.com

Switch(conf)#ip http source-
• Check HTTP client source interface is correct interface

• Check ip route is pointing the right way Show ip route

• Ensure TCP443 is not being blocked anywhere in the path

• Check DNS source interface configuration ip domain lookup source-interface

<id>

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License Authorization Renewal Failure
Logs
%SMART_LIC-3-AUTH_RENEW_FAILED: Authorization renewal with the Cisco Smart Software Manager (CSSM) :
Error received from Smart Software Manager: Data and signature do not match for udi PID:C9300-
24P,SN:XXXXXXXXX

%SMART_LIC-3-AUTH_RENEW_FAILED: Authorization renewal with the Cisco Smart Software Manager (CSSM) : NULL
for udi 'nullPtr' *Nov 30 22:38:24.137: %SMART_LIC-5-END_POINT_RESET: End Point list reset

%SMART_LIC-3-AUTH_RENEW_FAILED: Authorization renewal with the Cisco Smart Software Manager (CSSM) :
Agent received a failure status in a response message. Please check the Agent log file for the detailed
message. for udi PID:C9300-24P,SN: XXXXXXXXX

Remedy
• The error message indicates an issue with license authorization and the UDI for this switch on the
CSSM side.
• Re-authorize the license by generating a new token and registering the Switch again manually.
#license smart deregister
#license smart register idtoken <insert token> force
#license smart renew auth

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QuoVadis Certificate Expiration FN – 72323
Field Notice
https://www.cisco.com/c/en/us/support/docs/field-notices/723/fn72323.html
• For all versions of IOS-XE Products, some Secure Sockets Link (SSL) certificates issued from the
QuoVadis root certificate authority (CA) trust chain before 2021-03-31 cannot be renewed from
this CA.
• As a result, certain functions such as Smart Licensing and Smart Call Home will switch to a new
trust certificate (IdenTrust) before QuoVadis certification expires.

Logs

%SMART_LIC-3-COMM_FAILED: Communications failure with the Cisco Smart Software Manager (CSSM) : Fail to send out Call Home HTTP
message.

%SMART_LIC-3-AUTH_RENEW_FAILED: Authorization renewal with the Cisco Smart Software Manager (CSSM) : Communication message send error
for udi <>

%SMART_LIC-3-AGENT_REG_FAILED: Smart Agent for Licensing Registration with the Cisco Smart Software Manager (CSSM) failed: Fail to
send out Call Home HTTP message.

%CALL_HOME-5-SL_MESSAGE_FAILED: Fail to send out Smart Licensing message to:

https://tools.cisco.com/its/service/oddce/services/DDCEService (ERR 205 : Request Aborted)

%CALL_HOME-5-SL_MESSAGE_FAILED: Fail to send out Smart Licensing message to:

https://tools.cisco.com/its/service/oddce/services/DDCEService (ERR 207 : Connection time out)

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QuoVadis Certificate Expiration FN – 72323
Remedy
• For Cisco IOS XE-based products, upgrade the software to any of the fixed releases - 16.12.6,
17.3.4, 17.4.2, 17.5.1, 17.6.1, 17.7.1 or later to resolve the root CA certificate issue for affected
platforms.
• Manual import of the IdenTrust Commercial Root CA 1 from the product's trust store.
Use a simple text editor and copy the certificate (without the BEGIN CERTIFICATE
and END CERTIFICATE lines). CA Certificate
Status: Available
Switch#config t Certificate Serial Number (hex): 0A01800000002
Certificate Usage: Signature
Enter the crypto pki trustpool import terminal command.
Issuer:
cn=IdenTrust Commercial Root CA 1
Switch(config)#crypto pki trustpool import terminal o=IdenTrust
% Enter PEM-formatted CA certificate. c=US
% End with a blank line or "quit" on a line by itself. Subject:
MIIFYDCCA0igAwIBAgIQCgFCgAAAAUUjyES1AAAAAjANBgkqhkiG9w0BAQsFADBK cn=IdenTrust Commercial Root CA 1
MQswCQYDVQQGEwJVUzESMBAGA1UEChMJSWRlblRydXN0MScwJQYDVQQDEx5JZGVu o=IdenTrust
VHJ1c3QgQ29tbWVyY2lhbCBSb290IENBIDEwHhcNMTQwMTE2MTgxMjIzWhcNMzQw c=US
Validity Date:
<snip>
start date: 02:12:23 CST Jan 17 2014
"% PEM files import succeeded". end date: 02:12:23 CST Jan 17 2034
Enter exit. Associated Trustpoints: Trustpool
Trustpool: Downloaded
Switch(config)#exit

Save the configuration

Switch #write memory

• Verify using show crypto pki trustpool command

High CPU utilization due to RUM reports - 1/2
Caveat
Due to the QuoVadis certificate expiration issue, the accumulated
RUM reports may cause high CPU utilization
https://quickview.cloudapps.cisco.com/quickview/bug/CSCvv72609
A Reported Utilization Measurement report (RUM report) is
a license usage report generated by the product to fulfil
reporting requirements as specified by the policy.
Symptom
The affected Switch shows evidence of high CPU usage triggered by 'SAGetRUMIds' or 'SAUtilRepSave', in some
scenarios even both:

C9300#show process cpu sorted

CPU utilization for five seconds: 100%/1%; one minute: 61%; five minutes: 28%
PID Runtime(ms) Invoked uSecs 5Sec 1Min 5Min TTY Process
662 272007421 19185503 14177 60.00% 45.62% 13.41% 0 SAGetRUMIds
150 310763355 20821285 14925 38.03% 12.50% 13.43% 0 SAUtilRepSave

Syslogs may show:

%IVR-3-LOW_CPU_RESOURCE: IVR: System experiencing high cpu utilization (96/100).

Conditions
Smart Licensing and RUM reports are used in the Switch. The CPU usage triggers when the RUM report list is used.
High CPU utilization due to RUM reports - 2/2
Verification
C9300#show license tech support | include RUM reports

Send Utility RUM reports: Feb 22 16:04:53 2021 MET (34 minutes, 45 seconds remaining)
Save unreported RUM Reports: Feb 22 16:21:26 2021 MET (51 minutes, 18 seconds remaining)
Process Utility RUM reports: Feb 22 17:04:38 2021 MET (1 hours, 34 minutes, 30 seconds remaining)

Workaround
Delete the RUM reports list.
C9300#license smart factory reset
%Warning: reload required after "license smart factory reset" command

Alternatively, using the offline/reservation method can mitigate this as usage reports are
manually handled. Details for this can be found here:
https://www.cisco.com/c/en/us/td/docs/routers/sl_using_policy/b-sl-using-
policy/how_to_configure_workflows.html#Cisco_Concept.dita_7057e18c-3c69-4d91-841b-
0b5beb7a2d88

Fixed in IOS XE versions 17.3.5, 17.6.2, 17.7.1

9200L upgrade with smart license registration
enabled
Caveat
A Catalyst 9200L switch may experience an unexpected reset when using Smart Licenses Reservation
during an upgrade from 16.12.3a (Smart Licensing Reservation/SLR) to 17.3.3 / 17.3.4 (Smart Licensing
using Policy) when smart licensing registration is enabled.
https://quickview.cloudapps.cisco.com/quickview/bug/CSCvy79737

Reload reason: Critical process crash in Smart Agent process.

IOSD RP: 2 messages not written to btrace log fileJun 16 13:47:00.106:
%PMAN-3-PROCHOLDDOWN: R0/0: The process linux_iosd-image has been
helddown (rc 139)
Jun 16 13:47:00.246: %PMAN-0-PROCFAILCRIT: R0/0: pvp: A critical process
linux_iosd_image has failed (rc 139)
Jun 16 13:47:00.444: %PMAN-3-RELOAD_SYSTEM: R0/0: pvp: Reloading: Peer
switch is not standby ready. System will be reloaded
Remedy
Disable Smart License reservation
Chassis 1 reloading, reason - Critical process crash
Jun 16 13:47:01.198: %PMAN-5-EXITACTION: C0/0: pvp: Process manager is
Switch(config)#no license smart reservation exiting: reload cc action requested
Jun 16 13:47:01.720: %PMAN-5-EXITACTION: F0/0: pvp: Process manager is
exiting: reload fp action requested
Jun 16 13:47:03.777: %PMAN-5-EXITACTION: R0/0: pvp: Process manager is
Fixed in IOS XE version 17.3.5 and later exiting: rp processes exit with reload switch code
Jun 16 13:47:17.884: %PMAN-3-PROCESS_NOTIFICATION: R0/0: pvp: System
report /crashinfo/SW-Core-02_1_RP_0-system-report_1_20210616-134704-
met.tar.gz (size: 27249 KB) generated
 For Your
Reference
Appendix

Cannot Enter ID Token on Switch

Wrong License was Converted via DLC
License Deposited in Wrong Virtual Account
 For Your

Cannot Enter ID Token on Switch

Reference

Scenario: “Operation not supported because the agent is running in Permanent License
Reservation mode”
Behavior:
Running “license smart register idtoken <x>” on the Switch returns a message stating it is in
permanent license reservation mode causing the token not to loaded

Switch fails to register to Cisco Smart Software Manager

Solution:
Disable license reservation mode:
switch#configure terminal
switch(config)#no license smart reservation

Attempt registration again:

switch#license smart register idtoken <x>

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 For Your

Wrong License was Converted via DLC

Reference

Scenario: Switch was running IPBase when it was converted instead of desired IPServices
level
Behavior:
Switch goes back to “Out-Of-Compliance” once the license is changed to IPServices
Solution:
Reach out to Cisco Global Licensing Operations for the desired license to be manually
deposited in the corresponding Smart Account
• Contact by Phone – 1(800)553-2447 / 1(408)526-7209
• Open a Case Online - https://www.cisco.com/c/en/us/support/index.html

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 For Your

License Deposited in Wrong Virtual Account -1/2

Reference

Scenario: Switch was registered with a token generated from the incorrect Virtual Account.
Behavior:
Switch shows “Out-Of-Compliance” even though the license was converted
Typically seen in the following scenarios:
• When switch is deregistered and registered later
• When staging and/or replacing a failing switch
Solution:
<next slide>

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License Deposited in Wrong Virtual Account – For Your

2/2
Reference

Solution:
Navigate to CSSM > Inventory > Licenses > Select License > Actions > Transfer…
Example Account

Enterprise Access

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Related Sessions@Cisco Live 2022

Smart Licensing using Policy (SLP) - BRKARC -2027

Smart Licensing with CSSM On-Orem – LABOPS -1159

Troubleshooting Smart Licensing using Policy on IOS-XE – LABTRS-2673

Introduction to Smart Licensing using Policy – LABOPS-1007

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Smart Licensing using Policy - Closing
Comments

Customer!
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Thank you

#CiscoLive
#CiscoLive