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Certificate signing failed: Device not found

mm_sophos2022

Followed instructions based on  Sophos Firewall: License Sync Failed 

License Log showing:

INFO      Dec 30 10:46:52Z [4147525376]: certificate_signing_request() : response : {"errorCode":"ITSERVICELAYER_DEVICE_NOTFOUND_ERROR","message":"Device not found","statusCode":404,"trackingId":"xxxxxxxxxxxxxxxxxxx"}

ERROR     Dec 30 10:46:52Z [4147525376]: Certificate signing Failed : Device not found...:(
ERROR     Dec 30 10:46:52Z [4147525376]: certificate signing request() : parsing failed...
INFO      Dec 30 10:46:53Z [4148168448]: --requestType = 8
INFO      Dec 30 10:46:53Z [4148168448]: --serial = C0100xxxxxxxxxxxxxxxxxxxxxx
INFO      Dec 30 10:46:53Z [4148168448]: --fwversion = 19.0.1.365
INFO      Dec 30 10:46:53Z [4148168448]: --cert = /content/licensing/lic_csr.pem
INFO      Dec 30 10:46:53Z [4148168448]: --key = /content/licensing/lic_csr.key
INFO      Dec 30 10:46:53Z [4148168448]: --token = Token-Id:C0100xxxxxxxxxxxxxxxxxxxxxxxx
INFO      Dec 30 10:46:53Z [4148168448]: URL : eu-prod-utm.soa.sophos.com/.../appliance
INFO      Dec 30 10:46:53Z [4148168448]: licensing_do_applianceupdate : request : { "serialNumber": "C01001xxxxxxxxxxxxxxxxxxx", "applianceAttributes": [ { "name": "firmwareVersion", "value": "19.0.1.365" } ] }
ERROR     Dec 30 10:46:53Z [4148168448]: curl_easy_perform(58) failed: Problem with the local SSL certificate
ERROR     Dec 30 10:46:53Z [4148168448]: licensing_do_applianceupdate() : Problem in contacting Server
INFO      Dec 30 10:48:33Z [4147951360]: --requestType = 2
INFO      Dec 30 10:48:33Z [4147951360]: --lastCheckCode = 3e2e6937-f996-44dd-985c-c65340332df1
INFO      Dec 30 10:48:33Z [4147951360]: --cert = /content/licensing/lic_csr.pem
INFO      Dec 30 10:48:33Z [4147951360]: --token = Token-Id:C0xxxxxxxxxxxxxxxxxxxxxxxx
INFO      Dec 30 10:48:33Z [4147951360]: --key = /content/licensing/lic_csr.key
INFO      Dec 30 10:48:33Z [4147951360]: URL : eu-prod-utm.soa.sophos.com/.../license
INFO      Dec 30 10:48:40Z [4147951360]: response : {"errorCode":"ITSERVICELAYER_CLIENT_AUTHENTICATION_ERROR","message":"Authentication failed","statusCode":403,"trackingId":"c6f169b9-fd30-4b8b-b8ad-83a9b21f1bce"}
ERROR     Dec 30 10:48:40Z [4147951360]: license_check failed : Authentication failed
ERROR     Dec 30 10:48:40Z [4147951360]: licensing_do_licensecheck() :parsing response failed...

Recreated even CA Based on article. Still no change.



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  • 0

    Hi,

    Since you've already followed all the steps on the KB and still the issue remain, kindly reach out to Sophos Support https://soph.so/SophosSupport and create a case#

    Also, Kindly indicate the following information needed.

    community.sophos.com/.../sophos-firewall-license-sync-failed

    1. Are you facing this issue after an RMA/replacement of the device?
    2. Share the error message which you receive while syncing the license from the web GUI?
    3. As mentioned in step-1, share the snap/picture of the subscription from your licensing portal.
    4. As mentioned in step-2, share the outputs of nslookup, tcpdump, logs(licensing.log), and openssl commands.
    5. How many ISPs do you have?
    6. If you have multiple ISPs - Have you tried with SYSNAT or SD WAN route? Please share the snapshot of the configuration.
    7. Share the output of the page certificate > Certificate authority.
    8. Enable support tunnel and share the access ID as per KBA - https://support.sophos.com/support/s/article/KB-000035546?language=en_US.

    Erick Jan
    Community Support Engineer | Sophos Technical 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 Erick Jan

    Hi,

    double checked the link again:

    opcode getpublickey -ds nosync
    200 OK

    The directory containing certifiacte is empty.

    SFVH_SO01_SFOS 19.0.1 MR-1-Build365# ls -larth /content/licensing/
    drwxr-xr-x   26 root     0           1.0K Dec 30 10:24 ..
    drwxr-xr-x    2 root     0           1.0K Dec 30 12:38 .

    1) actually not, I am using a virtual appliance

    2)

    3.

    4.

    SFVH_SO01_SFOS 19.0.1 MR-1-Build365# tail -f /log/licensing.log
    INFO      Dec 30 11:38:48Z [4147910400]: --requestType = 8
    INFO      Dec 30 11:38:48Z [4147910400]: --serial = ################
    INFO      Dec 30 11:38:48Z [4147910400]: --fwversion = 19.0.1.365
    INFO      Dec 30 11:38:48Z [4147910400]: --cert = /content/licensing/lic_csr.pem
    INFO      Dec 30 11:38:48Z [4147910400]: --key = /content/licensing/lic_csr.key
    INFO      Dec 30 11:38:48Z [4147910400]: --token = Token-Id:################
    INFO      Dec 30 11:38:48Z [4147910400]: URL : eu-prod-utm.soa.sophos.com/.../appliance
    INFO      Dec 30 11:38:48Z [4147910400]: licensing_do_applianceupdate : request : { "serialNumber": "################", "applianceAttributes": [ { "name": "firmwareVersion", "value": "19.0.1.365" } ] }
    ERROR     Dec 30 11:38:48Z [4147910400]: curl_easy_perform(58) failed: Problem with the local SSL certificate
    ERROR     Dec 30 11:38:48Z [4147910400]: licensing_do_applianceupdate() : Problem in contacting Server

    Nslookup working fine:

    telnet as well

    SFVH_SO01_SFOS 19.0.1 MR-1-Build365# telnet eu-prod-utm.soa.sophos.com 443
    Trying 54.171.170.20...
    Connected to eu-prod-utm.soa.sophos.com.

    Openssl connection working as well:

    5. not using different ISPs

    6. Using only one

    7.

    8. activated Support ID:

    Removed Access-ID
    9. cannot open support case - due its a Home License

    System Diagnostics here:
  • 0 in reply to Erick Jan

    Worked after reinstall with new license.

  • 0 in reply to mm_sophos2022

    Hi,

    Glad to hear that.

    Erick Jan
    Community Support Engineer | Sophos Technical 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 Erick Jan

    I am experiencing this same issue.  Is there another solution besides reinstalling and generating a new license?

  • 0 in reply to Dan Norman

    Hey  , can you share the licesning.log from your appliance ?

    Thanks & Regards,
    _______________________________________________________________

    Vivek Jagad | Team Lead, Global Support & Services 


    Sophos Community | Product Documentation | Sophos Techvids | SMS
    If a post solves your question please use the 'Verify Answer' button.

  • 0 in reply to Vivek Jagad

    SFVH_SO01_SFOS 19.0.2 MR-2-Build472# tail -f licensing.log
    INFO Mar 04 16:11:17Z [4147730176]: --requestType = 8
    INFO Mar 04 16:11:17Z [4147730176]: --serial = C01001FBWY4FKFA
    INFO Mar 04 16:11:17Z [4147730176]: --fwversion = 19.0.2.472
    INFO Mar 04 16:11:17Z [4147730176]: --cert = /content/licensing/lic_csr.pem
    INFO Mar 04 16:11:17Z [4147730176]: --key = /content/licensing/lic_csr.key
    INFO Mar 04 16:11:17Z [4147730176]: --token = Token-Id:C01001FBWY4FKFA
    INFO Mar 04 16:11:17Z [4147730176]: URL : eu-prod-utm.soa.sophos.com/.../appliance
    INFO Mar 04 16:11:17Z [4147730176]: licensing_do_applianceupdate : request : { "serialNumber": "C01001FBWY4FKFA", "applianceAttrib
    ERROR Mar 04 16:11:17Z [4147730176]: curl_easy_perform(58) failed: Problem with the local SSL certificate
    ERROR Mar 04 16:11:17Z [4147730176]: licensing_do_applianceupdate() : Problem in contacting Server
    INFO Mar 04 16:49:27Z [4147611392]: --requestType = 2
    INFO Mar 04 16:49:27Z [4147611392]: --lastCheckCode = cd18d0ef-21f1-469a-90b1-9ba2ea6d4e73
    INFO Mar 04 16:49:27Z [4147611392]: --cert = /content/licensing/lic_csr.pem
    INFO Mar 04 16:49:27Z [4147611392]: --token = Token-Id:C01001FBWY4FKFA
    INFO Mar 04 16:49:27Z [4147611392]: --key = /content/licensing/lic_csr.key
    INFO Mar 04 16:49:27Z [4147611392]: URL : eu-prod-utm.soa.sophos.com/.../license
    INFO Mar 04 16:49:34Z [4147611392]: response : {"errorCode":"ITSERVICELAYER_CLIENT_AUTHENTICATION_ERROR","message":"Authentication
    ERROR Mar 04 16:49:34Z [4147611392]: license_check failed : Authentication failed
    ERROR Mar 04 16:49:34Z [4147611392]: licensing_do_licensecheck() :parsing response failed...
    ####################################################
    generate certificate signing request (CSR) Sat Mar 4 11:49:35 EST 2023


    Sat Mar 4 11:49:37 EST 2023 certificate signing request generated with status :: 0


    ####################################################
    INFO Mar 04 16:49:37Z [4148328192]: --requestType = 4
    INFO Mar 04 16:49:37Z [4148328192]: --serial = C01001FBWY4FKFA
    INFO Mar 04 16:49:37Z [4148328192]: --deviceid = aeb06477-0eb8-46e6-86bd-4fdabf2669ab
    INFO Mar 04 16:49:37Z [4148328192]: --cert = /_conf/certificate/licensing/mfgr_vendor_SO.pem
    INFO Mar 04 16:49:37Z [4148328192]: --key = /_conf/certificate/licensing/mfgr_vendor_SO.key
    INFO Mar 04 16:49:37Z [4148328192]: URL : eu-prod-csr.soa.sophos.com/.../signing
    INFO Mar 04 16:49:37Z [4148328192]: certificate_signing_request() : request : { "serialNumber":"C01001FBWY4FKFA", "deviceId":"aeb0
    MIIDIjCCAgoCAQAwgZcxCzAJBgNVBAYTAkdCMRQwEgYDVQQIDAtPeGZvcmRzaGly
    ZTERMA8GA1UEBwwIQWJpbmdkb24xFDASBgNVBAoMC1NvcGhvcyBMdGQuMQwwCgYD
    VQQLDANOU0cxGzAZBgNVBAMMElNGX0MwMTAwMUZCV1k0RktGQTEeMBwGCSqGSIb3
    DQEJARYPaW5mb0Bzb3Bob3MuY29tMIIBIjANBgkqhkiG9w0BAQEFAAOCAQ8AMIIB
    CgKCAQEAq+sNoyzUI0qqy4xPXDj662V+yDlEvrwf0KeN7AzfUyYyUDRPSr6YvD97
    Hx9nYz+29W0SJxSV2EMVFEVNvmW3TT9dvAU9Bpfx5EXbgIfv2I5eKfHc4aNZWILZ
    R82v/MhMrbPlLw2hGuKyMfMaP7tOBS1rr2R/zbk+C4SXQcEx7WdlfdaYB1t6MBiD
    1iq55NiZda+ekQwP2zqG6ueUQHOu15h6TmUxUh6dYgI2XRz2PFCeNJE4P1PRXkM1
    nANL/NKsiPmTXJf1CQmS7JiRHdmAVA67RhqeeD2ftxvxK+9aTw/dlEdWqPtrPQ52
    R8GLS/KNJhM2P5f56eaIneW++GR0QQIDAQABoEUwGgYJKoZIhvcNAQkCMQ0MC1Nv
    cGhvcyBMdGQuMCcGCSqGSIb3DQEJDjEaMBgwCQYDVR0TBAIwADALBgNVHQ8EBAMC
    BeAwDQYJKoZIhvcNAQELBQADggEBAG40kKEkA1L5OLpaT60XK+rhj0oTFu13yU7g
    P3bymCVrn//lUMY/M6Bx/W6KYb24IEsOAEGISNARJfN8xOxByChoS3AsFReZ6Vck
    o+05arHwjiAlg8GLhxCvDvkxqzLWQYqT4EKi9dfpunhyCcgWywynOforIzYcMQFA
    buKmqSytP727Ef5xMXqLeeaZPXs54IfN0c6xtBZ3sJxrUh3y3bRdbXEALo94rGHU
    fgMDga9y37DbrMSzOwcPBdsQ5wY9plGSQaTft3fIOTAy3rxFR52aPNDHANhI0wdx
    bCdwV1X/k82+D+Qri9vuBgOAkus3GMU3mY/I0EJ1FfCr6MMe9Bg=
    -----END CERTIFICATE REQUEST-----
    "}
    INFO Mar 04 16:49:37Z [4148328192]: certificate_signing_request() : response : {"errorCode":"ITSERVICELAYER_DEVICE_NOTFOUND_ERROR"

    ERROR Mar 04 16:49:37Z [4148328192]: Certificate signing Failed : Device not found...:(
    ERROR Mar 04 16:49:37Z [4148328192]: certificate signing request() : parsing failed...
    INFO Mar 04 16:49:39Z [4147713792]: --requestType = 8
    INFO Mar 04 16:49:39Z [4147713792]: --serial = C01001FBWY4FKFA
    INFO Mar 04 16:49:39Z [4147713792]: --fwversion = 19.0.2.472
    INFO Mar 04 16:49:39Z [4147713792]: --cert = /content/licensing/lic_csr.pem
    INFO Mar 04 16:49:39Z [4147713792]: --key = /content/licensing/lic_csr.key
    INFO Mar 04 16:49:39Z [4147713792]: --token = Token-Id:C01001FBWY4FKFA
    INFO Mar 04 16:49:39Z [4147713792]: URL : eu-prod-utm.soa.sophos.com/.../appliance
    INFO Mar 04 16:49:39Z [4147713792]: licensing_do_applianceupdate : request : { "serialNumber": "C01001FBWY4FKFA", "applianceAttrib
    ERROR Mar 04 16:49:40Z [4147713792]: curl_easy_perform(58) failed: Problem with the local SSL certificate
    ERROR Mar 04 16:49:40Z [4147713792]: licensing_do_applianceupdate() : Problem in contacting Server

  • 0 in reply to Dan Norman

    Also my license directory is empty:

    SFVH_SO01_SFOS 19.5.1 MR-1-Build278# ls -lah /content/licensing/
    drwxr-xr-x 2 root 0 1.0K Mar 5 21:00 .
    drwxr-xr-x 28 root 0 1.0K Mar 5 17:32 ..
    SFVH_SO01_SFOS 19.5.1 MR-1-Build278#

  • 0 in reply to Dan Norman

    Hey  ,

    check the device-ID with the command in console> system diagnostics show version-info

    raise a query with customer care and see if the device it with the licensing team matches with the device-ID on your appliance ?

    Thanks & Regards,
    _______________________________________________________________

    Vivek Jagad | Team Lead, Global Support & Services 


    Sophos Community | Product Documentation | Sophos Techvids | SMS
    If a post solves your question please use the 'Verify Answer' button.

  • 0 in reply to Vivek Jagad

    The Device ID matches from the following two commands:

    - console> system diagnostics show version-info
    - # opcode getpublickey -ds nosync

  • 0 in reply to Vivek Jagad

    What is the link for customer care?

  • 0 in reply to Dan Norman

    Hi Dan,

    You may reach customer care via the following Link https://soph.so/SophosCustomerCare

    Select the nearest region on the Critical Cases to determine the contact information.

    Erick Jan
    Community Support Engineer | Sophos Technical Support
    Sophos Support Videos | Product Documentation  |  @SophosSupport  | Sign up for SMS Alerts
    If a post solves your question use the 'Verify Answer' link.

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