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XG v17.5 to v18 Upgrade - Subscriptions now deactivated

Richard Jones3

Hi,

I have manually upgraded a XG Home License from v17.5.9 to v18 and everything has gone fine except the Network, Web, Email and Web Server subscriptions have now been deactivated.

I have checked on the Sophos Portal and that shows subscriptions for my serial number are active.

I have rolled back to 17.5.9 to see if it was a v18 issue but that shows them deactivated now as well.

I have tried syncing the license on the Admin settings, but it fails to connect to the server.

I have checked the Time/Date on the device and it looks correct - NTP is working fine.

Please could somebody assist - I can send the license details via PM if required.

Many Thanks in advance :)



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  • 0

    I would raise a support ticket with Sophos ASAP as only they can fix licensing issues.

  • 0 in reply to M8ey

    Thanks for the reply - As a Home License user, can I raise a support ticket ?

    I've looked in the licensing.log file via SSH and can see an issue listed.

    I tried regenerating a local SSL Cert, that worked ok but have the same issue.

    Thanks.

    INFO May 08 08:04:34 [4153529728]: certificate_signing_request() : response : {"errorCode":"ITSERVICELAYER_DEVICE_NOTFOUND_ERROR","message":"Device not found","statusCode":404,"trackingId":"251700b5-5015-4144-948c-d8ce6c71edc6"}

    ERROR May 08 08:04:34 [4153529728]: Certificate signing Failed : Device not found...:(
    ERROR May 08 08:04:34 [4153529728]: certificate signing request() : parsing failed...
    INFO May 08 08:04:36 [4153664896]: --requestType = 8
    INFO May 08 08:04:36 [4153664896]: --serial = C0100******BM8B
    INFO May 08 08:04:36 [4153664896]: --fwversion = 18.0.0.379
    INFO May 08 08:04:36 [4153664896]: --cert = /content/licensing/lic_csr.pem
    INFO May 08 08:04:36 [4153664896]: --key = /content/licensing/lic_csr.key
    INFO May 08 08:04:36 [4153664896]: --token = Token-Id:C0100*****BM8B
    INFO May 08 08:04:36 [4153664896]: URL : eu-prod-utm.soa.sophos.com/.../appliance
    INFO May 08 08:04:36 [4153664896]: licensing_do_applianceupdate : request : { "serialNumber": "C0100*****BM8B", "applianceAttributes": [ { "name": "firmwareVersion", "value": "18.0.0.379" } ] }
    ERROR May 08 08:04:36 [4153664896]: curl_easy_perform(58) failed: Problem with the local SSL certificate
    ERROR May 08 08:04:36 [4153664896]: licensing_do_applianceupdate() : Problem in contacting Server

  • 0 in reply to Richard Jones3

    Deactivated most likely means, your appliance did not had communication to the Backend of Sophos and after 90 Days will deactivate the appliance. 

     

    Your Issue (Device not found) seems to be a Backend issue.

    Could you verify in your log, that the Device ID, which is shown sometimes in the Logs did not change? 

  • 0 in reply to LuCar Toni

    This is now resolved - but I fixed it myself by reinstalling v18 and restoring from a backup.

    For other Home License users - this is how I successfully migrated from v17.5 to v18 :-

     

    0. Have your Sophos ID & Password handy, plus new Serial Number if you went that route like I did.

    1. Ensure firmware and patterns are fully up to date.

    2. Backup Config. (for v17.5.x - in case it all goes very wrong..)

    3. Download v18 Firmware and flip to it by selecting as live boot.

    4. Config will be upgraded (but in my case subscriptions deactivated for some reason)

    5. Ensure patterns are up to date again. (screen grab and print out)

    6. Backup Config (for v18)

    7. Note the number of Interfaces - if installing to the same machine, then no issues here, but if you are installing onto new hardware, then the new must have equal or more interfaces than the old machine.

    8. Download ISO of v18 and install to USB (Rufus DD Image mode works)

    9. Install v18 and register - don't try the restore at this stage, it did not work for me.

    10. Once you can login to the new local console (https:\\172.16.16.16:4444) - then ..

    11. Ensure interfaces all exist as they did before - they don't need to be configured, just available.

    12. Update patterns to ensure they are inline with the previous screen grab in #5

    13. Select restore file and if successful, the hardware will automatically reboot

    14. Remember to unplug any local temporary network connections and plug back in your previous network / vlan setup into Port1

    15. wait 5-10 minutes as the restored network settings appear to take a while to build themselves

    16. Login to the console again with the previous IP address but now the New password.

    17. Voila !

     

     

     

     

     

     

     

     

  • 0 in reply to Richard Jones3

    Hi,

    you could have downloaded the gpg upgrade file and loaded that after taking a backup first.The upgrade process takes about 5-10 minutes depending on your XG configuration.

     

    Ian

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