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Support access

Wolfgang Ritter2

Hi

I should generate an Access ID for the support and it doesn't work.

In the ACL is https and ssh open by WAN.

Any Idea?

Regards
Wolfgang



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  • FormerMember
    0 FormerMember

    Hi ,

    Thank you for reaching out to the Community! 

    Are you able to access the internet from the XG firewall? Could you please try to ping from the Diagnostics? 

    Is there any upstream firewall? 

    Thanks,

  • 0 in reply to FormerMember

    Hi Patel

    the problem is solved, but i don't know why.

    After a week of vacation and then a new start to try it worked. I couldn't believe it. So i deleted all logs and report with a new start and i had the same problem again.

    After a set the time period to 1 week which was already set so and apllied the settings still no id. After i set the access id button to off and then again to on after a short time it worked.

    So there was over 3 weeks a problem, which was solved after a period of time without any interaction.

    I just started the process again and at 16:40 and nothing happens. Just the message "Connecting to server". It's 16:44 now.

    Support access off now. Support access on now 16:44. Nothing happens.

    Now i will Apply the duration for the access 16:46. Support access off now. Support access on now and waiting.

    Now I got an Access ID: 45-372a7dec78fd@eu2.apu.sophos.com

    There is a root cause, which has to be found. And by the way it's just a part of the access ID and not valid anymore. This part works fine.

    Regards

    Wolfgang