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18.5.2 Firmware upgrade taking forever

Botsergeant

I am trying to upgrade an XG 330 to firmware version 18.5.2.  I downloaded the file from the Sophos Licensing Portal and used the Upload & boot option on the Backup & firmware > Firmware page.  I have had a spinning wheel for over an hour and a half.  The file was 390 MB so I would expect it to take a while, but I have no idea if anything is even happening.  The LED display on the XG still indicates the old firmware version.  Any ideas?  Thanks.



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  • 0

    I tried with a different browser (Chrome) and it fails with the error message "New firmware could not be uploaded. Please refer to online help for possible reasons".

  • 0

    Hello there,

    Thank you for contacting the Sophos Community.

    Could you please run the following command from the advanced Shell fo the XG (5>3) and share the output.

    # hdparm -i /dev/sda

    Regards,

     
    Emmanuel (EmmoSophos)
    Technical Team Lead, Global Community Support
    Sophos Support Videos | Product Documentation  |  @SophosSupport  | Sign up for SMS Alerts
    If a post solves your question use the 'Verify Answer' link.
  • 0 in reply to emmosophos

    Thank you, Emmanuel.  I figured out the problem:

    In the Sophos Licensing Portal under My Applications > MySophos > Network Protection > Firmware Updates, I entered the firewall’s serial number. The correct action at this point is to leave the "Search by product/platform" option alone and click just on "Show available downloads". The correct files are then listed (in my case they begin with "HW".)

    Instead, I selected "Firewall" from the "Search by product/platform" drop-down list, then selected "Software" from the "--Select Platform--" drop-down list, then clicked on "Show Available Downloads". If you do this, the Software firewall files are listed (they begin with "SW"). I'm not sure why these even appeared because the serial number I entered is for a physical "hardware" firewall. I fell for it anyway and attempted to use these incorrect files.  I was the cause of my own problem.

    However, it would be nice if the Sophos portal didn't offer up the incorrect files for the serial number I entered in the first place. The error message provided by the XG when I attempted to upload the incorrect file could have been more helpful as well--perhaps it could state "this is an invalid file for this hardware" or something to that effect.

    Thank you,

    Botsergeant

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