!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.

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

PM sent with log details.

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

Thanks

Paul

Anyone got any idea how to fix this?

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?

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?

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

Thanks for all your help.

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?

Details from the first ticket if it helps.

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

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

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

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

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

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!

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

Cheers,

Paul