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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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  • 0

    Hello there, 

    Thanks for reaching out to Sophos Communitty.

    To add to what rfcat_vk has stated above, also please see if your XG can resolve and reach eu-prod-utm.soa.sophos.com under Diagnostics

    Then verify Date/Time/ or NTP settings of the FW, please confirm is these matches to your actual time.

    Thanks for your time and patience and thank you for choosing Sophos

    Cheers,

  • 0 in reply to Raphael Alganes

    hi thanks for the reply.  I am unable to ping eu-prod-utm.soa.sophos.com from the firewall console or from my network.

  • 0 in reply to michael-co100

    Hello there, thanks for the update. That fqdn seems to not respond to pings but as long as your FW can resolve it it should be good, may we confirm Time settings on your Firewall? does it match your actual time? 

    Thanks for your time and patience and thank you for choosing Sophos

    Cheers,

  • 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. 

Reply
  • 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. 

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