Temporary error while accessing Sophos Central, please try again

Hello Folks,

Apologies for the inconvenience. We've found multiple instances where customers were not able to register with Sophos Central. As of now, this has been observed by some customers but no pattern or similarities have been found. I request you to create a case so that our Support team can identify more details on per user basis.

We have the same problem on several XG firewalls. The support instructed us to install firmware update to 17.5 MR7. But now I read in the previous postings that this is not the solution.
With the last updates, our customers were very sad about the things, which were going wrong with every update. Things are getting fixed but in the same sentence a lot of new problems will occure. Many customers say they dont want to upgrade to new versions anymore. Unfortunately one or the other is thinking about changing to another firewall manufacturer.

Even if I type my credentials incorrectly I get the same error, pointing to the Firewalls not even connecting to Central!

Do we have an ETA on a fix for this? i have a HA pair that need re-registering now and have had to drop all heartbeat related services, 3 days this has been down now

ETA seems not to be vers quick...

just get support on the phone, collected tons of log to analyse them.

Surely by now they must have an idea of the cause with it seems like nobody being able to register firewalls, did support say they are aware of the issue?

they firstly believe that the service dealing with central inside the XG was bloated, but it's not the case.

Case has been transfered to An Escalation engineer "et voila"....

It may not be definitive, but how could they be so sure ?  You have the same error FROM Sophos Central IN their cloud !!!!

Paul Jr

Hi,

any news on that? Same problem here.....

Hi All,

This Central issue is actively being investigated by our team. There will another update shortly.

• Issues with Central Wireless AP/X registration
• Issues with Sophos XG registration to Central

Note: Existing XG Firewalls and AP/APX devices already registered with Sophos Central are not affected. This issue only affects new registration and re-registration attempts.

[Update - 8/14/2019 3pm EDT]
This issue is being actively investigated by Sophos Engineering. We expect to have another update by 5pm EDT today.

[Update - 8/14/2019 7pm EDT]
An update was released, and we are seeing successful registrations now. Please contact us if you continue to experience any new or different XG registration problems.

[Update - 8/14/2019 8pm EDT]
The update was released, and we are seeing intermittent success with APs registering into Central. Development is continuing to investigate and work on this issue with high priority - We will have an update on this issue as soon as more information is available.

Please follow the mentioned articles for the latest updates.

Regards,

Hi All,

This Central issue is actively being investigated by our team. There will another update shortly.

• Issues with Central Wireless AP/X registration
• Issues with Sophos XG registration to Central

Note: Existing XG Firewalls and AP/APX devices already registered with Sophos Central are not affected. This issue only affects new registration and re-registration attempts.

[Update - 8/14/2019 3pm EDT]
This issue is being actively investigated by Sophos Engineering. We expect to have another update by 5pm EDT today.

[Update - 8/14/2019 7pm EDT]
An update was released, and we are seeing successful registrations now. Please contact us if you continue to experience any new or different XG registration problems.

[Update - 8/14/2019 8pm EDT]
The update was released, and we are seeing intermittent success with APs registering into Central. Development is continuing to investigate and work on this issue with high priority - We will have an update on this issue as soon as more information is available.

Please follow the mentioned articles for the latest updates.

Regards,

Just tried again, and seems to have been fixed. Thanks Sophos.

FloSupport, we are the 14th of August.  Right ? How is it possible to have an update on the 18th of August ?

Same error on both of your links ...

Paul Jr 

I've been able to register both firewalls with Central as of this afternoon.  Appears to be working again.

Hi Paul,

Thanks for the heads up, these should now be corrected.

Thankyou, Maybe a heads up next time to state you are aware of issues rather than the silence, all working again here aswell

I'm still having the same issue trying to register my XG

hi,

i have been able to resgister 2 xg, hope this issue is solved definitly..