How do I delete or refresh my CM account?

Hello rfcat,

Thank you for contacting the Sophos Community.

That would be done for our Customer Care team if possible.

Is this related to the emails you’re getting about a certificate expiring?

Regards,

Hello rfcat,

Thank you for contacting the Sophos Community.

That would be done for our Customer Care team if possible.

Is this related to the emails you’re getting about a certificate expiring?

Regards,

Hi Emmanuel,

yes it is. 

Ian

A little update, I restarted my xg115W and the services status now shows green.

This is not the first time I have done the deregister and  restart the XG, also done with the same with software version and when aded back tis CM heartbeat failed.

Ian

Edit - added extra info

https://support.sophos.com/support/s/article/KB-000043494?language=en_US

Did you try the workaround in this KB? 

I hadn't't seen that article but I don't think it applies in these cases because the software and hardware versions register in CM without any issues and then CM issues the warning about the heartbeat and hotfix. The heartbeat fails after connection to the CM as per my previous posts and threads.

Ian

Hi Emmanuel,

any further thoughts on how to get the CM account fixed, I don't think I am alone with this issue?

ian

Ii am reliably advised the issue will be resolved when v19 GA is released.

Ian