Error activating XG Home Use - device not found

Question

Hi community, 
 let me resort to collective intelligence, as I'm 2nd day XG Firewall user. Install and configuration went fairly well, however activation doesn't really work for me. 
 Couple days ago I requested XG Home Edition license to try it at home. 
 I have sent me serial number XXXXXXXFWK2AD. 
 Now trying to register it, I see all kinds of errors: 
 
 On licensing portal I see it as

When I try to register in firewall GUI &ndash; it says 
 
 Serial Number : XXXXXXX FWK2AD 
 Product Type : UTM. (why it it UTM ?? it's XG Firewall) 
 Model : SF01V

Registration attempt fails with 
 
 Sorry: only one 30-day free trial is allowed. 
 E rror ID: XG-00108 
 Tracking ID 3092b03b-394e-496d-9c14-3f0b532feee8: please make a note of this. licensing.log says device not found response : {"errorCode":"ITSERVICELAYER_DEVICE_NOTFOUND_ERROR","message":"Device not found","statusCode":404,"trackingId":"02edac98-9dd2-420f-9c9b-5783d32b80c8"} I see, that deviceid in log file did change once. How would you solve it ? Is there a way to "reset" serial number ?

rfcat_vk · Answer

Hi, 
 you appear to have downloaded the wrong version of XG and not a home licence, but a trial licence. 
 Ian

emmosophos · Answer

Hello Alex, 
 Thank you for contacting the Sophos Community. 
 As mentioned by Rfcat_vk it seems like you downloaded or registered a Trial, make sure you download the Sophos XG Home from this link https://www.sophos.com/en-us/products/free-tools/sophos-xg-firewall-home-edition.aspx and use the S/N that will arrive at the email you used to register. 
 Regards,

Alex N · Answer

Thanks Emmanuel,
Well, I solved licensing issue by re-deploying VM from scratch. It was somewhat cumbersome, because I had to register firewall appliance manually on MySophos first, using Home Edition serial ID, and only then activation on XG VM worked. So that challenge is soved now.
BTW, hyperlink from Home Edition request form only gets you ISO, for barebone installs I assume. So I downloaded VM version directly.

So now Sophos XG works, but it's very unstable and performance is terrible, but that's topic for a separate post.

Best regards,
Alex

Error activating XG Home Use - device not found

Top Replies