Hi Group,
I've seen some strangeness that caused an outage.
I have a customer with two 320 units are configured in an HA. Yesterday, the patching was scheduled to start automatically at 11:30pm.
This morning, complaints started rolling in around 7:30 that remote stations couldn't connect. All the vpn's are down.
As a reseller, I immediately know to check the licensing as Sophos is one of the few vendors that will force your vpn tunnels to not work without a valid support and maintenance license. Bad practice here- strike1.
I logged into the unit and found that all licensing is disabled with the exception of email filtering.
During this period my customer is on the phone with Sophos support while I am logging into my.astaro.com to check the license file.
Guess what Sophos support tells my customer? They tell him to contact his reseller. They REFUSE to help him. They are making an assumption this is a licensing issue without checking any further. This Sophos employee should be fired immediately. strike 2.
Of course by this time I am logged into the reseller portal only to find that indeed this customer has a fully valid license. Of course he does, I sold it to him and track his licenses for him as a value added benefit of being my customer.
So I download the license file, I figure I will attempt to re-install it. I go into the management tab and over to the licensing. I select the license file, choose upload. Guess what happens when I click the apply button? It tells me I need to first upload the file. Well its already uploaded.
Hmm... Ok what to do now. I initiate a reboot. A few seconds later I am able to log into the standby unit now as it has become the active unit. Same deal. Shows unit is not licensed at all with the exception of email filtering. I upload the license file again. Same issue when I click apply I get the same message "you must first upload a file".
So, I'm getting ready to reboot this unit as well then all the sudden the vpn's all start coming up. A quick re-check of the license area shows all the proper dates, this units licensing doesn't expire until February as expected.
Guess which one of my customers is now doubting the ability of Sophos equipment and their support. Guess who thinks they should have considered Cisco after 20 locations went down this morning.
Sophos, I want answers. I want to know why my customer was treated so poorly by your support people. I want to know why this support person basically told my customer to f-off. Sophos ticket number 4370489.
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