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Unable to register firewall

michael-co100

Hello, i'm trying to register my firewall.  I had already registered it a long time ago, but suddenly when i login now it asks for a registration and won't show the configuration screen anymore. 

So, i follow the link and try to register, but it keeps giving this error:

"Sorry we are unable to register this device.

 Error ID: XG-00151

Tracking ID 1d514c91-561a-4572-85a8-137bc27f8eea: please make a note of this.

Please try again. If the problem persists, please open a support case in https://support.sophos.com quoting your serial number."

Product: UTM

Model: SF01V

Thanks,

Mike



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Parents Reply Children
  • 0 in reply to Raphael Alganes

    I don't see any way to temporarily bypass the registration so i can get into the web console to check the time or settings.  

    But i was able to connect to the shell console, via the

    5 Device management

    3 Advanced shell

    Then i typed in "date", and it came back with a date and time that was about 19 minutes behind.  So, i used the command:

    date +%T -s "19:22:30"    and this got the time correct to within a second or two. 

    However, i tried the registration again, and it kept giving me the same error message. 

  • 0 in reply to michael-co100

    While setting the time is good, are you able to tracert to the registration site?

    Ian

    XG115W - v19.5.1 mr-1 - Home

    If a post solves your question please use the 'Verify Answer' button.

  • 0 in reply to rfcat_vk

    i couldn't figure out how to tracert from the console, but if i do "tracert sophos.com" from a windows PC on my network, it does eventually make it to that address.  If i do a "tracert eu-prod-utm.soa.sophos.com", it never is able to complete the trace.

  • 0 in reply to michael-co100

    I would suggest the site is blocked by your ISP. Connect your PC directly to your internet and try the tracert again.

    Ian

    XG115W - v19.5.1 mr-1 - Home

    If a post solves your question please use the 'Verify Answer' button.

  • 0 in reply to rfcat_vk

    I tried to connect to another internet connection but was unable to tracert to the site.  Also tried a VPN but still was unable to tracert to the site.  None of the registration is working still get same error every time.

    I'm not sure what to do now.  Maybe i should just wipe the entire XG install and start from scratch?

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