Unable to register firewall

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,

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

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,

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. 

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

Ian

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.

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

Ian

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?

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?