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SG105 initial activation license deleted

Hello,

I have received a new Sophos SG105 appliance from my vendor/reseller and I received the initial activation key of the format ACT-******-yyyyyy. I created the license file from this license using the serial number but turns out that it was just the essential firewall. And I still had to get the upgrade key of the format UPG-***xx-yyyyy to go to Full Guard protection.

But because I had not received the upgrade key, I inadvertently deleted the license from the MyUTM portal.

Now I have the upgrade key sent by the reseller, but I cannot use it because my initial activation key is deleted and the portal is not allowing me to use the activation key again to create the license. It spits out that this activation key has already been used. How do I resolve this issue and get my activation key reinstated? Any help or pointers would be great.

Thanks

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0 Scott_Klassen over 9 years ago

Either contact the reseller or email the sophos licensing folks at the email address on the right hand side of your MyUTM portal.

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0 nata11 over 9 years ago

Thanks. I have done both (contacting my reseller and creating a ticket with licensing email listed on the myUTM portal). Reseller has said that I should wait for the Sophos licensing folks to process the ticket and reset my activation key so that I can reuse it once more. Hoping that Sophos licensing support folks are prompt and process the ticket tomorrow during business hours. In your experience, are they prompt in their responses?
Thanks
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0 Scott_Klassen over 9 years ago

Usually one or two business days. [:)]

__________________
ACE v8/SCA v9.3

...still have a v5 install disk in a box somewhere.

http://xkcd.com
http://www.tedgoff.com/mb
http://www.projectcartoon.com/cartoon/1
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0 Scott_Klassen over 9 years ago

Appliances come with a 30 day trail license out of the box, which should give you time to get this issue ironed out.

__________________
ACE v8/SCA v9.3

...still have a v5 install disk in a box somewhere.

http://xkcd.com
http://www.tedgoff.com/mb
http://www.projectcartoon.com/cartoon/1
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0 nata11 over 9 years ago

Yes, I was using the trial license for the initial configuration and being new to Sophos UTM Hardware appliance (I have been using a home license for testing for last couple of months on a PC), I configured some of the firewall and then decided to update the license. I did not realize that the initial activation key only was for the essential firewall and updated the license and it disabled all other modules. That's when I realized I had to get the UPG keys for Full Guard.

In my messing around with all this I inadvertently deleted the initial activation key from the portal and hence my status quo. I now have the UPG key from my reseller.

I reset my hardware appliance to factory settings and now I am back to using a trial license to configure the firewall for the next 30 days.
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0 nata11 over 9 years ago

Sophos support got back to me pretty quick and they reset the license as one time exemption warning me not to mess around with license deletion etc again. [:)]

So I am good to go with my SG105 and have Full Guard on it.
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0 Scott_Klassen over 9 years ago

Good to hear.

__________________
ACE v8/SCA v9.3

...still have a v5 install disk in a box somewhere.

http://xkcd.com
http://www.tedgoff.com/mb
http://www.projectcartoon.com/cartoon/1
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