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As soon as 30 day license expired, all support stopped

Chevyavalanche

Very frustrated with Sophos Technical/Customer Support. The minute my 30 day evaluation license for XG expired, they stopped working my issues. How does that action encourage someone to want to pay for XG or any product? It seems to me that customer and technical support definitely take a back seat to monetary considerations.

So I have 3 major issues that before I paid for any service, needed fixing:

1. Couldn't access my NAS server with Sophos running

2. Would get error message trying to save my network configuration changes.

3. Accessing Log Viewer would reset my current active session and I would have to logon again.

All of these are repeatable every time in my XG installation.

Before 30 day expiration, item 1 was temporarily fixed by tech support as this was very gratifying and I thanked them for this. Turns out it is a bug in the s/w that will need to be fixed for next release. Items 2 & 3 were in process before all activity ceased.

So I have an XG installation that has 2 major issues that apparently won't be resolved now. Do I just uninstall XG and use some other s/w or do I continue to push for getting help? With Sophos apparently more interested in immediate revenue vs customers who may become revenue generating (depending upon how they are treated in 30 day evaluation period for example), I'm becoming completely turned off by the whole experience. Customer and Technical Support exist to help people but if they aren't going to do that, why bother? Why alienate a potential revenue generating customer because he's currently not a revenue generating customer?

Apologize for the rant but just not very happy about this situation and Sophos's non customer-centric behavior.



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  • 0

    Actually a eval does not include a support license. So if you want to implement a proof of concept, you should engage a Sophos Partner (which is selling your the license in the first place). They should assist you to get those issues resolved. 

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  • 0 in reply to LuCar Toni

    Actually no, all I have is a serial number and not a license. I got the S/N through Sophos direct and not through a partner. I guess that's part of my issue in trying to decide to 'pay' for a license when I have issues with s/w and support is unwilling to help after the 30 day trial ended.

  • 0 in reply to Chevyavalanche

    BTW i dont understand your use case either. 

    Are you a home user? Because we have a home appliance with full feature set without any cost? 

    Because it sounds like you are not a business customer in the first place? Could be wrong, but customers most likely are not starting with a software installation and have a NAS etc. 

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  • 0 in reply to LuCar Toni

    Yes I am a home user. My home network is probably a bit more than what your average home has. My point is however that the s/w has issues that I can't resolve regardless if free or not. If you couldn't save your network configuration at your business, wouldn't you be alarmed and want it fixed? This is the heart of the issue. I feel like I will not get anymore help to fix because I'm a home user and not a revenue generating user right now.

  • 0 in reply to Chevyavalanche

    Home Users can only rely to the community. The Sophos Community is able to help Home Users. BTW: By using a trial, you actually have to reinstall your firewall anyway. Sophos Firewall Home version is a new serial number. Therefore you have to do a new installation anyway. 

    Likely your problems are gone by re installation. 

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  • 0 in reply to LuCar Toni

    I installed the XG firewall home version so I don't follow what you mean by having to reinstall the home version again. It is technically still working as we speak. 

    Yes, I did reach out to community previously and was advised to contact Customer Support. Most likely, these are s/w bugs like the NAS issue turned out to be and the community to my knowledge can't solve s/w bugs...unless the community has access to the Sophos code and can troubleshoot issues and then release the fix.

  • 0 in reply to Chevyavalanche

    Ok. Lets clarify what version you installed. 

    Go to your firewall and Administration. Under Licensing you should see a license. if the license is running until 2999 and called SFVH its home. If there is any kind of Expired License, you actually installed the business version, which has a 30 day trial and will expiry.

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  • 0 in reply to LuCar Toni

    License is to 2999 and is SFVH. 

  • 0 in reply to Chevyavalanche

    And what kind of license are you referring to, which is expired? Because Home licenses are not supported by Sophos Support. 

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  • 0 in reply to LuCar Toni

    That's the problem...how do you get help to fix s/w issues with a home version. Here's the actual response I received:

    Good day. Please be advised that the Support Portal is only for customers / partners who belong to a company with active purchased license with Sophos.

    Upon checking, XXXXXXXXX is only using XG Home license which means we are unable to approve your request at this time.

    If you need assistance with your firewall, then you can visit our Sophos Community at https://community.sophos.com.

    So I thought this was prompted by 30 day accrual from receipt of actual license or S/N but that could be wrong. Again, in any case, I have s/w that has issues I can't fix and I don't believe the community can either. So, how does one get s/w issues fixed?

  • 0 in reply to Chevyavalanche

    It depends on the problem. 

    Most likely you are not alone with a generic issue. So if you have a problem, it is likely to be fixed in a upcoming version, as Sophos is using the same version for all users (same firmware for home and customers). So to speak, somebody likely reported it already and it is getting fixed next version.

    If you have a specific issue with your installation, likely this is something ,which the community can take on and debug. Sometimes DEV is pickup up issues here as well and there are community support employees of sophos as well, which can help you as well. 

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  • 0 in reply to LuCar Toni

    Well in my case, the NAS was a bug and will be fixed in a future release. The other 2 I suspect are bugs as well but someone on the Sophos tech end will need to determine that. As it stands right now, I have 2 issues that I can't fix that I need to use...hence my dilemma. However, I do want to THANK YOU for taking the time to understand my situation.

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  • 0 in reply to LuCar Toni

    Well in my case, the NAS was a bug and will be fixed in a future release. The other 2 I suspect are bugs as well but someone on the Sophos tech end will need to determine that. As it stands right now, I have 2 issues that I can't fix that I need to use...hence my dilemma. However, I do want to THANK YOU for taking the time to understand my situation.

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