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Activate Subscription Grayed Out

Jae Lupo

I tired to upgrade my XG firewall from version 17 to 18.  After the upgrade the server would not boot up again with various file system errors.  I decided to put a new hard drive in the same server and reinstall the firewall.  I then restored from the latest backup.  Everything works but apparently the license keys are not stored in the backup.  When I go to Activate my subscription the button is grayed out.  Sophos seems at a loss to help me with something so basic.  Has anyone else come across this and found a fix to activating your subscription after a reinstall?  Thanks.



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  • in reply to Jae Lupo +3 verified

    In the World of Sophos, everything is bound to a serialnumber. So the serial number is your license. If you have 4 different firewalls, they should have 4 different serial numbers. Therefore you should have 4 different licenses. 

    If you start a wizard setup, it will activate a trial on a new serialnumber (it is a option there to do it). If you did this, the trial is started and the appliance expects a new base license to be applied to it. As you do not have a new serial number, but like to use the old one, you can transfer in mySophos (see link above) to the new serial.

    Check the mySophos, if you can locate the serial numbers you are using with your valid licenes, if you had one. 

    www.sophos.com/.../network-protection.aspx

    Jump to answer
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