Problem with license synchronization - Synchronization with server failed (Device not found)

Hi Mayestro_PW,

This issue might get resolved if you re-generate default appliance certificate. Navigate to Certificate > Certificate authorities >  Default > Click on the pencil icon and fill out the information, if the information on this certificate is already correct, try to change state or any other filed and save and re-generate with correct information.

Thanks,

Hi H_Patel,
Unfortunately it's still the same. I regenerated it five times, changing different fields. Problem still remains.

Hi,

check your licence against your my sophos to make sure you have the correct one.

Then check the time on your XG.

Ian

Hi rfcat_vk,

Time is OK. Serial in MySophos is the same as the one I'm using, so it's OK as well.

Hello Mayestro_PW 

This error is likely due to date/time problem on your XG.

Please screenshot a pic of your date/time settings on the XG for us to see.

Thanks.

Please run command from advance shell:   openssl s_client -connect eu-prod-utm.soa.sophos.com:443

Then DM me the output without redacting anything.

Thanks!

Can you check your inbox? I DMed you.

I have just responded to you.

OK, now I replied to you.

Hello,

did we get the solution on this?

I have open case and waiting for the 3rd for some India support guy to call.

Previously it was not working because of DNS and Time(maybe).

Now everything is correct but agai "Device not found".

But I see it in(serial number) my.sophos.com and when try to register(as it initial setup) it says - already registered.

Could you please help? Will be highly appreciated!

I've seen this before; it was due to the software license serial number being used on more than one installation of XG -- this messes things up (it was accidental in my case).  They had to manually go in and do something on the licensing server(s) to allow things to work again.  It's been a while but this seems similar.

I've seen this before; it was due to the software license serial number being used on more than one installation of XG -- this messes things up (it was accidental in my case).  They had to manually go in and do something on the licensing server(s) to allow things to work again.  It's been a while but this seems similar.

Software appliance? Likely causing this. 

Check the /log/licensing.log 

There is something called "Device-ID". Check old logs and new logs, compare them and check, if the Device ID changed somehow. If so - That is likely causing the Issue.