AP200 unable to get feature key after a factory reset
We are still running some AP200's and after running into some issues, we decided to perform a factory reset on one. I know the device is EOL, but WatchGuard had previously had a "never" expiration for Basic Wi-Fi AP's so I didn't expect to lose it's license.
I just discovered that the "Manage Products" on the Support Center no longer shows any of the AP200's we have (nor any previously registered but out of support devices that used to be listed ), so I'm unable to retrieve it from there.
How/where can I retrieve the licenses for our AP200's?
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I expect that Customer Care can help here.
Open a support case (use the SUPPORT CENTER link above - top right) and choose Select Record Type = Customer Care
Include the serial number of your AP in the case.
FYI - I still see my old AP200 in my list of products in "Manage Your Products", but there is no way to see anything related to it anymore since that section of the web site was updated.
The Manage Products -> Secure Wi-Fi does not show my AP200 or AP300.
Not the best implementation IMHO.
Sadly Support won't do anything. Even though I cited Article ID:000012429, which states that a Basic Wi-Fi AP will have a expiration of Never, they are replying with "You must have a current valid AP subscription to receive support for a WatchGuard AP" and are stating that I need to renew my AP's to a newer model because these models are end of life.
It looks like once a Basic Wi-Fi unit falls out of firebox management, there is no getting it back regardless of what WatchGuard had previously stated.
@james.carson
Perhaps James will comment here.
@CraigS @Bruce_Briggs If you can give me a case number I can try to track down what the issue might be. AP200 should still be able to produce a feature key so long as the devices weren't retired or traded up in your account.
-James Carson
WatchGuard Customer Support
Hi, @james.carson don't suppose you got anywhere here, I have a few 2nd hand EOL access points AP125's AP200's, I recently purchased an AP300 from eBAY to extend the coverage, and previously I was able to activate the EOL products using the Wireless Gateway Controller running on FireBoxV, and use them for my home Wifi.
However now, I can't seem to activate EOL access points anymore.
I raised a ticket onto support Case # 02160153 and all the response I got was they are EOL, and we can no longer help you, despite some time ago me asking for some other AP's, and getting Basic Wifi granted See Case Case # 02047703.
Hi @Andy_IpD
I was able to get a key created for your AP. The older first generation APs are no longer in our licensing system.
I would strongly suggest not using this AP, as it has been end of life for nearly 5 years, and has not/will not receive any further updates. If you decide to use this AP it is entirely at your own risk.
-James Carson
WatchGuard Customer Support
Hello, sorry for this necropost but it is pertinent.
My M270 with total security subscription failed today and has been replaced with a new one. 2 out of 8 AP got online, the newest AP320 & AP325.
For the older ones, 1 AP102 and 5 AP300 I don't know how to activate them. Any suggestion to update the fk?
@Francesco81
1. Open a case using the support center link at the top right of this page.
2. When the system asks what kind of case you want to create, choose customer care.
3. Provide the serial number(s) and if there is a valid license attached to them they should be able to generate and provide a feature key for that/those AP(s).
4. Once you get the feature key, you can use the actions button near the bottom right of the firebox system manager screenshot you took to upload the feature key directly to the firewall.
The AP200 went end of life in July 2019 and has not received any security updates since. I'd strongly suggest you consider upgrading your APs to newer models that are supported and patched.
The AP320 in your screenshot is also end of life as of October 2021.
-James Carson
WatchGuard Customer Support
Given you had the M270 replaced, if it was updated to a 12.11 release, then this could be the issue (taken from the release notes for 12.11):
"As of Fireware v12.11, only AP125, AP225W, AP325, AP327X, AP420 devices that run the latest v11.0.0-36-4 AP firmware are supported by the Gateway Wireless Controller. Upgrade to the latest AP firmware before you upgrade to Fireware v12.11 or higher."
If your previous M270 was running say 12.10.4 you'd need to downgrade to that version to make those APs work, but as james.carson mentioned the [gateway wireless controller] APs are now end of life per-se.
@PhilT_VIT
You are also correct, but the specific problem that @Francesco81 is running into is due to those very old APs not being in the current activations system. If you tried to pull a license for an XTM510, for example, you'd likely run into the same issue.
Customer care can get into the older system or verify licensing and generate keys if needed (provided the systems that make the keys for older hardware still exist.)
12.11 would probably not be able to manage the APs, but if they were running an older version of Fireware, they still would not be able to get the keys imported.
If the APs are already configured to broadcast the SSIDs you want, and you don't wish to make any changes, they will continue doing so unless reset.
-James Carson
WatchGuard Customer Support