SummaryOn a new 4062 device, there can be a problem where the host ID in the license does not match the host ID on the appliance
OverviewSometimes after receiving a 4062 appliance, the license file sent from Exinda will contain a key which will not import on the device.
If this happens, there is a known issue with this model type where the host ID will not match between the license PDF and the Exinda.
Check the host ID and serial number in the license PDF file. If the serial number matches the Exinda, but the host ID does not, please create a new support case referencing the serial number and host ID reported on the device.
Internal NotesConfirm with the user what serial number and host ID are reported on the device. If the host ID does not match the host ID which is shown on EBS for that serial number:
1. Check if that host ID is used by any other device in EBS
2. If the host ID is not used by another device, you can update the host ID for the user's appliance, and send the updated certificate
If the host ID which is reported on the customer's device is already showing up on another device in EBS, please investigate.