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XG310 FW is not getting Register

Fahad Khalid

I am trying to contact support team. 

generating ticket 03630068

but still not getting support.

when I send email. I got reply "This email submission has NOT resulted in a case being generated."

what is this ?

how to contact support. 
we are feeling very bad for this type of response. we need support and not getting support.

My FW XG310r2 is not getting register. Time is 100% ok. 



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  • 0

    Hi,

    how long ago was your last attempt? There a notification in the right hand column when at the XG home page. Please review that to see if there is any information that might sped up your issue resolution.

    ian

  • 0

    Check the /log/licensing.log on the XG appliance to get a reason for the registration failure. Could be sophos backend related or a setup issue on your end. 

  • 0

    I checked the serial number in the support ticket and can see that the device is registered but there has been no 'license sync' from the device to get it's license (should happen automatically once a day). I'm not technical so best for others to advise next steps on how to help you make that happen (e.g. check for any upstream firewalls blocking comms etc.).

    Regards

    Paul

  • FormerMember
    0 FormerMember

    Hi ,

    Apologies for the inconvenience caused. I've added an internal note on your case and alerted support management about your case. 

    However, as   suggested to check licensing logs to get the reason for the registration failure, could you provide the licensing logs from your firewall? 

    Follow this KB Article to SSH into the XG firewall: Sophos XG Firewall: How to SSH to the firewall using PuTTY utility

    • Select Option 5 (Device Management) > Option 3 (Advance Shell)
    • Run the following command to collect the licensing logs while syncing the license manually: tail -f /log/licensing.log

    Are you able to ping google.com from your firewall? Go the Diagnostics > Tools > Ping and add google.com and select the WAN interface? 

    Did you fill out the default certificate details under Certificates > Certificate authorities > Default certificate? 

    Thanks,

  • FormerMember
    0 FormerMember in reply to FormerMember

    ,

    As per the support investigation on your case, they provided you an RMA. 

    The error on the console was as follow:

    Thanks,