Firmware Upgrade from 17.5.12 to 18.5.2 not possible -> urgend

Hello StefanS ,

Thank you for reaching out to the community, the appliance which has v17 MR-12 > upgrade to v17 MR-17 following with v18.0.6 MR-6 and then to v18.5 MR4/5 and then to v19.01 MR-1 for a smoother transition, you can find all the firmware here - https://download.sophos.com/firmware/HW/index.html

Vivek Jagad OK,
Thanks for the info.
But from v18 to v18.5.x same error, i have not set the storage master password yet.
Does that have to do with it ?

Hi StefanS ,

This is the migration path table from v17.5 to v18


And this is the migration path from v18 to v18.5

Upgrading firmware

The upgrade details are as follows:

• Form factors:
  • 18.5 MR5 to MR1 (excluding MR1-1): All form factors can upgrade to these versions.
  • 18.5 MR1-1: Only some XGS Series firewalls can upgrade to this version.
  • 18.5 GA: XG Series firewalls can't upgrade to this version.
• FIPS: Versions 18.5 MR2 to MR5 are FIPS-compliant.

Warning We strongly recommend that you migrate only to the approved versions listed in the following table. If you try to migrate to other versions, Sophos Firewall shows an alert asking you to confirm the migration before it restarts. If you confirm the migration, Sophos Firewall restarts with the factory configuration, and you lose your current configuration.

^* You can only migrate some XGS Series firewalls to 18.5 MR1-1. For details of the supported firewalls, see Supported platforms.

– You can downgrade only to compatible versions.

• Sophos Central: You can schedule firmware upgrades from Sophos Central for firewalls that are already using the following versions:
  • 18.5.x
  • 18.0 MR3 and later
• Rollback: You can roll back to the previous version if you want. The configuration won't change.
• Downgrade: You can downgrade from 18.5.x to 18.0.x. However, you can't downgrade from 18.5.x to 17.5 or earlier firmware versions. The web admin console will show an alert. All 18.5.x and 18.0.x versions use the Grub boot loader. The changed bootloader can't recognize 17.x firmware. However, you can install the hardware ISO of 17.5 or earlier if you want and restore the downgraded firmware's backup.

Security Heartbeat for upgrades to 18.5 MR2 and later

An upgrade to 18.5 MR2 and later versions refreshes the firewall certificate used by endpoints to send a heartbeat to the firewall. Endpoints must download the refreshed certificate from Sophos Central after the firewall is upgraded to one of these versions.

Make sure the endpoints have network connectivity. They can then fetch the new certificate from Sophos Central. If the endpoints are blocked from resolving sophos.com through the DNS to download the new certificate, the heartbeat will fail. Example: If you've selected "Block clients with no heartbeat" in the firewall rule, it prevents endpoints from connecting to (internal or external) DNS servers for resolution. For details, see Security Heartbeat connection issue with 18.5 MR2.

Restoring backups

To take a backup and restore the configuration between XG Series and XGS Series appliances, see Backup-restore compatibility check.

You can restore backups as follows:

 Vivek Jagad 

Got it, but.
Have an XG230 v2 v 18.06. MR6 build655 running here and want to upgrade to 18.5.2 MR2 F310-380,
according to the list this should work. By the way, Sopohs no longer recognizes my email address to download the firmware.

Vivek Jagad 
I can't log in to the Sophos support site either. It seems that my account is locked.

StefanS In that case I would request you to log a service request with the customer care team, they'll help you in recovering your account !

Vivek Jagad 

And the upgrade path ?
HW-18.5.2_MR-2.SF310-380 is correct from v18.0 MR6 Build 655 ?

Yes, it is highlighted in the table mentioned above !

Vivek Jagad 
OK 18.5.2_MR-2.SF300-380 but does not work 18.5.2_MR-2.SF310-380, one step more ...

Hey StefanS MR-2 and above all are supported so did you try the latest - HW-18.5.5_MR-5.SF300-509.sig ?

SF300 is for XG/SG Appliance. SF310 is for XGS Appliances. 

Vivek Jagad LuCar Toni 
thanks for the clarification
successfully commissioned the replacement firewall we had.
i have already transferred the license from the defective firewall.
Now, We need a replacement unit for this defective firewall (update ticket).

Vivek Jagad LuCar Toni 
thanks for the clarification
successfully commissioned the replacement firewall we had.
i have already transferred the license from the defective firewall.
Now, We need a replacement unit for this defective firewall (update ticket).

Hi StefanS ,

I just checked the warranty for the defective serial no you provided on the service request and Warranty Expiry Date is 9/13/2022, so have you purchased any extended warranty for the given serial no , so that we can assist you for the replacement ? Or is it the MSP Flex license ?