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Firewall Policy - Unable to Edit

Hi,

I have access to the Sophos Central Partner Dashboard. In here we had a couple templates created for Firewalls. We have one we deploy to all clients and one that is for testing. Recently, our Global policy is un-editable. The other we can edit no problem. Support is really going in circles right now. Hoping perhaps someone has experienced this and may have an idea. Basically, one policy we can't click the 3 dots in the circle on the end to go in and manage the policy. On the others we can no problem.

Tried removing a couple firewalls that showed they were out of sync or disconnected thinking maybe a firewall error was causing it, but no luck. Now we're locked out of our global template.



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  • Hello there,

    Thank you for contacting the Sophos Community.

    Could you please share the Case ID you have mentioned, I tried to look under your account but couldn't find any.

    Regards,

  • Hello,

    I found it 05621309.

    I can see the engineer called yesterday to get a HAR file, and you already tried their suggestion about a different browser, send in the post-follow-up email.

    I would recommend you reply to your last email with a time window for the engineer to call you so they can collect the HAR file, and also share your Central Unique ID. 

    Regards,

Reply
  • Hello,

    I found it 05621309.

    I can see the engineer called yesterday to get a HAR file, and you already tried their suggestion about a different browser, send in the post-follow-up email.

    I would recommend you reply to your last email with a time window for the engineer to call you so they can collect the HAR file, and also share your Central Unique ID. 

    Regards,

Children