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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.

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 AzRoN over 9 years ago

Thanks Paul. The device is communicating with Sophos. It last sent us an status update on 9th of June when it was updated to MR3.

Your license is correct, a Home Use 4C6 (4 core and 6GB Ram).

So, why are you getting these alerts...

Can I ask you to post the last 50 lines of your licensing.log file please, located in /log
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0 PaulButtie over 9 years ago in reply to AzRoN

PM sent with log details.

This is very strange indeed, hopefully we can work this one out.

Thanks

Paul
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0 snlmauricio over 9 years ago in reply to PaulButtie

I'm having the same issue here with 2 different appliances.

The license appears ok in System > Administraion > Licenses.

But, in SFM the appliances appears with license expired.

I'm using SFOS MR-3.

Thanks,
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0 PaulButtie over 9 years ago in reply to snlmauricio

Are you also getting the generated email titled "Your virtual Sophos has been unable to connect with the Sophos Licensing Server!" this is very frustrating I seem to get this the same time everyday.
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0 PaulButtie over 9 years ago in reply to PaulButtie

Anyone got any idea how to fix this?
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0 PaulButtie over 9 years ago 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?
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0 PaulButtie over 9 years ago 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?
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Children

0 AzRoN over 9 years ago 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?
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0 PaulButtie over 9 years ago 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.
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0 PaulButtie over 9 years ago 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?
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0 PaulButtie over 9 years ago 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.
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0 AzRoN over 9 years ago 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...
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0 PaulButtie over 9 years ago in reply to AzRoN

The only thing I have scheduled is daily report generation I will try disabling these.
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0 PaulButtie over 9 years ago in reply to PaulButtie

Have deleted scheduled reports but alert remains after successful manual synchronisation.
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0 PaulButtie over 9 years ago 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
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0 AzRoN over 9 years ago 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!
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0 PaulButtie over 9 years ago in reply to AzRoN

Thanks AzRon yep I was missing that. All Good now. Really appreciate your help.

Cheers,

Paul
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