Troubleshooting and Support

Troubleshooting: KVM Deployments

Virtual Appliance Hangs on Reboot

Problem The virtual appliance hangs when rebooting.

Solution This is a KVM issue. Perform the following workaround each time you reboot the host:

Procedure

Step 1

Check the following:

cat /sys/module/kvm_intel/parameters/enable_apicv

Step 2

If the above value is set to Y:

  1. Stop your virtual appliances and reinstall the KVM kernel module:

    rmmod kvm_intel

    modprobe kvm_intel enable_apicv=N

  2. Restart your virtual appliance.

What to do next

For more information, see https://www.mail-archive.com/kvm@vger.kernel.org/msg103854.html and https://bugs.launchpad.net/qemu/+bug/1329956.

Slow Performance, Watchdog Issues, and High CPU Usage

Problem Appliance performance is slow, watchdog issues occur, and the appliance shows unusually high CPU usage when running Virtual Appliances using KVM on Red Hat™ Enterprise Linux.

Solution Install the latest Host OS updates from Red Hat™ Enterprise Linux.

Getting Support for Virtual Appliances


Note

To get support for virtual appliances, call Cisco TAC and have your Virtual License Number (VLN) number ready.

If you file a support case for a Cisco Secure virtual appliance, you must provide your contract number and your Product Identifier code (PID).

You can identify your PID based on the software licenses running on your virtual appliance, by referencing your purchase order, or from the following lists:

Product Identifier Codes (PIDs) for Cisco Secure Email Virtual Gateway Appliances

Cisco Secure Email Unified SKU overview

Orders for Cisco Secure Email Unified SKU involve four SKU types:

  • The subscription SKU, which is used to define the subscription term and start date.

  • The product SKUs, which are used to define the products and quantities that make up the subscription.

  • The product add-on SKUs, which can only be added on to other product SKUs.

  • The support SKUs, which define the level of support for the subscription.

Orders commence with the selection of the Email Security subscription SKU. This is followed by the configuration of the subscription by selecting the product, add-on, and support SKUs that will constitute the subscription.

Subscription SKU

There is only one subscription SKU for Email Security-CSEMAIL-SEC-SUB. The term and payment option of the subscription applies to all products included in the subscription.

Functionality

PID

Description

Cisco Secure Email Gateway Essentials

ESA-ESS-LIC

Includes:

  • Anti-Spam

  • Anti-Virus

  • Outbreak Filters

  • Cisco Secure Malware Defense (AMP) Limited Samples

Cisco Secure Email Gateway Advantage

ESA-ADV-LIC

Includes:

  • Anti-Spam

  • Anti-Virus

  • Outbreak Filters

  • Cisco Secure Malware Defense (AMP) Un-limited Samples

  • Gray Mail Safe unsubscribe

  • Data loss prevention

  • Encryption

Cisco Secure Email Gateway Premier

ESA-PRE-LIC

Includes:

  • Anti-Spam

  • Anti-Virus

  • Outbreak Filters

  • Cisco Secure Malware Defense (AMP) Un-limited Samples

  • Gray Mail Safe unsubscribe

  • Data loss prevention

  • Encryption

  • Cisco Secure Awareness Training

Cisco Secure Email and Web Manager Appliance (SMA)

SMA-EMGT-LIC

All Centralized Email Security Functionality

Image Analyzer

ESA-IA-LIC

Available as Add-on

Intelligent Multi-Scan

ESA-IMS-LIC

Available as Add-on

McAfee Anti-Malware

ESA-MFE-LIC

Available as Add-on

Graymail Safe-Unsubscribe

ESA-GSU-LIC

Available as Add-on (Part of Advantage and Premier Bundles)

Data loss prevention

ESA-DLP-LIC

Available as Add-on (Part of Advantage and Premier Bundles)

Encryption

ESA-ENC-LIC

Available as Add-on (Part of Advantage and Premier Bundles)

Product Identifier Codes (PIDs) for Cisco Secure Web Virtual Appliance

Cisco Secure Web Appliance Unified SKU overview

Orders for Cisco Secure Web Appliance Unified SKU involve four SKU types:

  • The subscription SKU, which is used to define the subscription term and start date.

  • The product SKUs, which are used to define the products and quantities that make up the subscription.

  • The product add-on SKUs, which can only be added on to other product SKUs.

  • The support SKUs, which define the level of support for the subscription.

Orders commence with the selection of the Secure Web Appliance subscription SKU. This is followed by the configuration of the subscription by selecting the product, add-on, and support SKUs that will constitute the subscription.

Subscription SKU

There is only one subscription SKU for Cisco Secure Web appliance – WEB-SEC-SUB. The term and payment option of the subscription applies to all products included in the subscription.

Functionality

PID

Description

Cisco Secure Web Essentials

WSA-WSE-LIC

Includes:

  • Web Usage Controls

  • Web Reputation

Cisco Secure Web Advantage

WSA-WSP-LIC

Includes:

  • Web Usage Controls

  • Web Reputation

  • Sophos and Webroot Anti-Malware signatures

Cisco Secure Web Premier

WSA-WSS-LIC

Includes:

  • Web Usage Controls

  • Web Reputation

  • Sophos and Webroot Anti-Malware signatures

  • Cisco Secure Malware Analytics

  • Cisco Cognitive Intelligence

Cisco Secure Malware Analytics

WSA-AMP-LIC

Includes:

  • Cisco Secure Malware Analytics

Cisco Secure Web Anti-Virus McAfee

WSA-AMM-LIC

Includes:

  • McAfee Anti-Malware signatures

Cisco Secure Web Sophos Anti-Malware

WSA-AMS-LIC

Includes:

  • Sophos Anti-Malware signatures

Cisco Secure Web Webroot Anti-Malware

WSA-AMW-LIC

Includes:

  • Webroot Anti-Malware signatures

Product Identifier Codes (PIDs) for Cisco Secure Email and Web Manager Virtual

Functionality

PID

Description

Cisco Secure Email and Web Manager Appliance (SMA)

SMA-EMGT-LIC

All Centralized Email Security Functionality