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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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  • 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,

Reply
  • 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,

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