Sophos XG Firewall Activation Issue "Operation Failed due to an unknown error. Please Contact Support"

Kirk, make sure the pc you are using for the activation is able to surf on internet.

Also try to ping google from XG console.

Lastly, you can always activate the XG from your Sophos Account and click on sync license.

Regards

I appreciate the tips you provided. When my laptop is connected to the Sophos (LAN) port I'm able to surf the web without any issues. I re-installed twice to rule out any installation issues. 

Do I manually activate / sync licenses at https://myutm.sophos.com? 

Thanks,

Kirk

Kirk,

https://secure2.sophos.com/en-us/mysophos/my-account/network-protection/register-device.aspx

if your did already the registration, the XG needs to contact the Cloud only to confirm the serial and activete it.

Make sure XG can reach Sophos Cloud using 80/443.

Inside the /var/tslog use the command:

tail -f *.log | grep activate

or grep activation and see if you can get more info about the error.

Regards

Thank you. I will try the steps you outlined tonight. I appreciate it. 

I, too, am having problems getting my device to activate with the same error. I registered it online, but it is not showing as done on my device. I am very much NOT a Linux guy, and was hoping this would be something I could do all with GUI. I have no idea how to get to or do the next suggestion in the command console. I would really appreciate someone's help.

Hi,

which Softwareversion do you use?

Best regards,

B

Hi, 

Nothing has worked yet to activate my Sophos XG Home Edition. I'm running Sophos 16.05.3 MR-3 Build 183. 

I can surf the web, run ping commands, and traceroutes but when I try to activate using the GUI or AA option it gets the error message I posted originally. 

I plan to download a newer version of Sophos XG and install it to see if that solves the activation issue. 

I never had this issue with the Sophos UTM Home Edition. 

Hi guys,

you are all running Sophos XG, there is no difference in the software.

What you are trying to do is activate your licence which is a different process for home users compared to commercial users.

You haven't by accident tried to install a commercial licence.

Next trick is a fresh install and see if you can get the trial licence function to work.

Ian

Hi guys,

you are all running Sophos XG, there is no difference in the software.

What you are trying to do is activate your licence which is a different process for home users compared to commercial users.

You haven't by accident tried to install a commercial licence.

Next trick is a fresh install and see if you can get the trial licence function to work.

Ian

Hi Ian,

I appreciate the input. I signed up to use the XG home edition using URL  https://secure2.sophos.com/en-us/products/free-tools/sophos-xg-firewall-home-edition/software.aspx. Once I completed the registration process, Sophos sent me an email with the Home Use serial number. I tried activating the serial number through the GUI and through AA option and I receive an error "Operation Failed due to an unknown error. Please Contact Support". 

I tried using the default ISP DNS and tried statically assigned Google DNS 8.8.8.8 and 8.8.4.4. 

When I connect my laptop to Sophos XG's LAN port I'm able to surf the web perfectly fine. 

I'm able to run ping and traceroutes using the Sophos XG command line. 

I downloaded a newer build of Sophos XG (SW-SFOS_16.05.7_MR-7-305). 

I'm going to reinstall to see what happens. 

Thanks. 

I installed the latest version of Sophos XG SW-SFOS_16.05.7_MR-7-305 and still having the same activation issue. Could it be hardware related?

Motherboard - Asrock Q1900 ITX

CPU - Intel^® Quad-Core Processor J1900 (2 GHz)

RAM - 8GB of Ram (I understand there will be a limit to how much ram home license will use)

NIC - HP NC364T PCIe 4 Port Gigabit Server Adapter

Thanks. 

Hi,

I doubt there is an issue with the hardware otherwise you would not have been able to install the software.

You have previously indicated you could configure the interfaces via CLI.What size disk are you using?

Ian

Hi, 

I installed the software on a 250GB 7200RPM Seagate drive. 

Hi,

not sure but maybe, your email address you used to sign into the mysophos is different to the one you registered with?

Grasping at straws here.

ian

Hi, 

I sign in to this forum as well as my Sophos https://secure2.sophos.com/en-us/mysophos/my-account/network-protection/view-devices.aspx with the same email address. I appreciate you taking the time to help me figure this out. 

Thank you. 

I got around to reinstalling Sophos and noticed a huge improvement in the initial configuration flow. I took my sophos box to my buddies house to see if that would make a difference but that didn't work either. When trying to register my serial number I get the error message"Failed to connect to the registration service" and it shows No Internet Connection. When my laptop is connected to the Sophos LAN port I'm able to surf the web without any issues. When I skip registration and use the ping utility available in the Sophos GUI it works perfectly fine. I successfully pinged various websites and Sophos registration address.  

Anybody have any ideas what might be causing this issue? Possibly bad NIC?

Thanks. 

Hi,

sorry, no ideas, but I think there is another thread in the beta forum on the subject.

Ian