Licencing Callback - Confusing Internet Accessibility

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Hi all.

We're running 7.2.42.0.16189.RELEASE and it's working brilliantly. However, we're coming up to the 30-day callback threshold and we're not convinced the device is getting back to the ALSI* addresses.

We can ping internet FQDNs and IP addresses from the appliance without errors, but when we go to System Configuration > System Administration > Update licence it reports it cannot/isn't connected to the internet. 

Our key issue is that we can't see how to force a licence callback and/or check when/if it has attempted the daily callback, nor are we clear on warnings about approaching the 30d limit. We estimate we're going to hit 30d on Sunday 3rd May 2018

We're 99% satisfied there is a route out to the web, Firewall is correctly configured, packet traces look OK, VM MAC is static, 

We can re-create the Kemp from scratch if required. 

J

 

 

 

 

3 comments

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Tony Vaughan

Morning,

from what you are saying, i believe the Load Master is able to contact home correctly,
If there is a problem with the unit calling home you will see an warning pop-up on the home page explain that the unit needs to be able to call home and if it isn't able to call home for 30 days it with not handle any traffic.

sorry for the repetitive sentence above
you can contact support team to confirm that everything is in order our side, but i do agree there should be a notice on the LoadMaster homepage showing that the unit last called home X days ago, just to show everything regarding licensing is correct

let me know if you have any other questions on this

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Support Team

Thanks Tony.

In the end, since the issue was time sensitive and we didn't want a call-out on Sunday, we ended up creating a new Kemp free VM appliance. It was a minimally disruptive affair (only 60s outage as we re-keyed the config on the new appliance) and the licencing feature just worked. 

The only thing that may have caused the issue with the original Kemp would have been the MAC address being dynamic for a time on the hypervisor. We've seen that dynamic MAC addresses have caused issues for other guests when rebooted, so we're taking static MACs forward as a lesson learned.

J

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Tony Vaughan

yes I have seen many issues caused by dynamic MAC addresses,
Glad that you got it sorted in the end