18.5.2 Firmware upgrade taking forever

Question

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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Botsergeant · Answer

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&rsquo;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

18.5.2 Firmware upgrade taking forever

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