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!ALERT Your device is not able to connect with the Customer My Account server since the last 1 days. If the device fails to synchronize for -1 more day(s), it will be deactivated. Please Click Here to synchronize manually.

PaulButtie

Can't seem to get rid of this alert, if I click where it says Click Here to synchronize manually it takes me to the Licensing section where I click Synchronize Licenses with Customer My Account button which does successfully synchronize. Shorty after this I then receive an email as below.

Your virtual Sophos appliance has been unable to connect with the Sophos Licensing Server. Failure to connect for few more day(s) may result in deactivation of appliance.

Note: The virtual Sophos appliance requires Internet connectivity to connect with the Sophos Licensing Server.

Virtual Sophos appliance details:
Model No:SFVH
Appliance Key:

Otherwise everything seems to be working fine. If I do nothing I receive the email a couple of times a day.

I'm running Firmware version SFOS 15.01.0 MR-3 but had the same issue with the previous version.



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  • 0 in reply to PaulButtie

    I'm now getting an email to this effect as well:

    Dear Administrator,

    You are receiving this auto-generated message from Sophos Notification System to inform you about your Sophos Cloud registration being lost.This results in Security Heartbeat no longer functioning.

    Please check your system setting to restore the Sophos Cloud registration and re-enable Security Heartbeat. 

    Please do not reply to this message.
    Contact support@sophos.com if you require more details.

    Would a total rebuild help fix these issues?

  • 0 in reply to PaulButtie

    Hi Paul.

    This is tricky to diagnose from this end with just logs, and we've got two options fro here.

    1. open a support case and provide me the ticket ID.  I'm unsure how long this will take to pinpoint and solve, but it would help the others that are effected.

    OR

    2. rebuild using your current serial/license code - this is important to ensure there are no anomalies with the license itself.

    I'll be honest, 2 is quicker.  And I'd also suggest you backup your config and restore it once you've rebuilt your install.

    If the problem persists, then we swing back to 1 to walk through everything...

    Thoughts?

  • 0 in reply to AzRoN

    I'll attempt a rebuild in the coming days and let you know how I get on.

    Thanks for all your help.

  • 0 in reply to AzRoN

    OK tried a few rebuilds and initially no Alert but as soon as I restore my backup the Alert reappears.

    Originally I tried to log a ticket and was advised to come here as it's Home edition.

    Any ideas?

  • 0 in reply to PaulButtie

    Details from the first ticket if it helps.

    Thank you for contacting Sophos Customer Care. Reference number [#5981816] has been assigned for this incident.

  • 0 in reply to PaulButtie
    very interesting that the configuration restore then prompted the alert to be generated again... perhaps there is something in the configuration? for example, do you have any 'time of day' schedules that apply to any of your security or web filtering rules? Do you have ANYTHING scheduled on the XG that co-insides with this event? Eg: rogue access point scans, etc...
  • 0 in reply to AzRoN

    The only thing I have scheduled is daily report generation I will try disabling these.

  • 0 in reply to PaulButtie

    Have deleted scheduled reports but alert remains after successful manual synchronisation.

  • 0 in reply to AzRoN

    Have completed a rebuild and error is now gone, I exported the config from the old unit and imported into the new. This didn't bring across all the config however and I have had to do a lot of manual reconfiguring.

    Unfortunately now I can't get SSL VPN to work I have configured everything but there is no portal access any ideas?

    Paul

  • 0 in reply to PaulButtie

    Ensure the Device Access settings permit access to the User Portal from the network zones you're attempting to connect from.

    In addition, with the SSL VPN, if you've rebuilt your config, it's best to log into the User Portal as that user to download the SSL VPN configuration which will have new certificates, etc..

    Glad to hear the issue with the license sync stuff is gone!