WatchGuard Support Alert

10/04/2018

Root Cause
It was discovered that the internal license issuance process was using an account that had expired to generate APT Blocker licenses. Our logging infrastructure did not reveal the error to our monitoring systems.

Status and Remediation Actions
WatchGuard has addressed the issue and any new product activations or renewals of the Total Security Bundle or Total Security Suite work correctly. Customers that activated the Total Security Bundle or Total Security Suite between 14 February and 6 March must retrieve an updated feature key for their device. Learn how here.

Going Forward
(1) Additional monitoring procedures have been put in place to make sure that the license generation process is closely monitored for future failures; and
(2) To remediate any potentially impacted customers we will send a direct communication out to affected customers instructing them to retrieve an updated feature key.

WatchGuard apologizes for this incident and the inconvenience it has caused. Should you have questions or concerns, please contact Support so we can ensure we address your needs.
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