Forum Discussion

Joe_Brandon's avatar
Joe_Brandon
Icon for Altostratus rankAltostratus
Jan 09, 2022

fix to bug ID 1039245

Hi everyone,

we are new to this LTM/ASM product. we are still evaluating features but after using a deprecated IIS iApp we stuck on loading security general settings bug which mentioned as Bug ID 1039245. how ever there is no direct fix for this and document asks about contacting support!

there are two concerns:

1- seems we cannot contact support without having a Serial Number. however our test platform is VE.

2- why isn't there an exact fix to the solution and we need to contact support! (our colleague asked it because we are evaluating not only product features but also support methods).

 

Thanks in advance

Joe

ASM Advanced WAF
devops
iApps
security
  • CA_Valli's avatar
    CA_Valli
    Jan 17, 2022

    Hello Joe, support is available to VE's as well.

     

    • Virtual Editions do have a serial number. You can see it in "Device Management > Devices > (self)".
    • However, as detailed in K3782 since SN depends on hypervisor and doesn't follow a standard format, you will need to provide the last digits of your Registration Key to open a support case for a VE.
    • To retrieve your license key, follow K54213125 and either:
      • Extract a QKview file and upload it on iHealth. Support will very likely require this file anyways. When .qkview is processed, you'll see "serial number" automatically populaetd with last digits of license key
      • Click "Reactivate" in System > License menu: Base registration key will be displayed
      • Retrieve it from /config/bigip.license file , running "more /bigip.license | grep -i key"

     

    Regarding the fix, as stated in K73215042 you will need support engineers to provide you with an engineering hotfix. This means the problem is in BIG-IP software, and can't be fixed by an user/administrator.

     

    Future software versions, still unreleased to this date, will likely fix the issue -- but for now this is the only way to address it.

     

    Hope this helps

    CA

  • CA_Valli's avatar
    CA_Valli
    Icon for MVP rankMVP
    Jan 17, 2022

    Hello Joe, support is available to VE's as well.

     

    • Virtual Editions do have a serial number. You can see it in "Device Management > Devices > (self)".
    • However, as detailed in K3782 since SN depends on hypervisor and doesn't follow a standard format, you will need to provide the last digits of your Registration Key to open a support case for a VE.
    • To retrieve your license key, follow K54213125 and either:
      • Extract a QKview file and upload it on iHealth. Support will very likely require this file anyways. When .qkview is processed, you'll see "serial number" automatically populaetd with last digits of license key
      • Click "Reactivate" in System > License menu: Base registration key will be displayed
      • Retrieve it from /config/bigip.license file , running "more /bigip.license | grep -i key"

     

    Regarding the fix, as stated in K73215042 you will need support engineers to provide you with an engineering hotfix. This means the problem is in BIG-IP software, and can't be fixed by an user/administrator.

     

    Future software versions, still unreleased to this date, will likely fix the issue -- but for now this is the only way to address it.

     

    Hope this helps

    CA

  • Joe_Brandon's avatar
    Joe_Brandon
    Icon for Altostratus rankAltostratus
    Jan 17, 2022

    Dear CA,

    That was the exact information I needed to move forward. thanks a lot.

    however i check BIG-IP VE 16.1.2.1 and found fix to the bug ID I listed above is included in it.

    thanks

    Joe