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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  ,

    Thank you for reaching out to the community,

    For the error - XG-00151

    Message: Sorry, we are unable to register this device.

    Take note of Tracking ID: [[TRACKING_ID]].

    Resolution:

    Try again and contact Customer Care if the issue persists.

    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

    OK, so i ended up wiping the XG firewall and reinstalling from scratch, so now i can at least get into the GUI.  However i still can't register.  I notice that i cannot ping  

    eu-prod-utm.soa.sophos.com  

    but i can ping  eu-prod-csr.soa.sophos.com  

    I'm assuming that the firewall is using the first address to register, which must be blocked by my ISP.  

    How do i tell the firewall to use the second address for registration?

  • 0 in reply to michael-co100

    Hey  ,

    Perform a "nslookup eu-prod-utm.soa.sophos.com 8.8.8.8" from the advance shell, if it resolves successfully. 

    Domain Name Server# 8.8.8.8
    Domain Name # eu-prod-utm.soa.sophos.com
    Resolved Address 1# eu-prod-01-utm.soa.sophos.com.
    Resolved Address 1# 54.171.170.20
    Resolved Address 2# 34.247.134.28
    Resolved Address 3# 52.18.17.127
    Total query time # 11.03 msec

    Then add a static DNS entry for the: "eu-prod-utm.soa.sophos.com"

    And then try again !

    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.

Reply
  • 0 in reply to michael-co100

    Hey  ,

    Perform a "nslookup eu-prod-utm.soa.sophos.com 8.8.8.8" from the advance shell, if it resolves successfully. 

    Domain Name Server# 8.8.8.8
    Domain Name # eu-prod-utm.soa.sophos.com
    Resolved Address 1# eu-prod-01-utm.soa.sophos.com.
    Resolved Address 1# 54.171.170.20
    Resolved Address 2# 34.247.134.28
    Resolved Address 3# 52.18.17.127
    Total query time # 11.03 msec

    Then add a static DNS entry for the: "eu-prod-utm.soa.sophos.com"

    And then try again !

    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.

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