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SD-RED20 "May not update firmware: Firmware update counter exceeded"

Armin Geisler

Hallo zusammen,

ich habe eine neue SD-RED20, die sich nicht an eine SG105 verbinden will.
Im Log erscheint dann immer die Meldung:

{"message":"May not update firmware: Firmware update counter exceeded","type":"FIRMWARE_UPDATE"},"type":"DISCONNECT"}'
Disconnecting: FIRMWARE_UPDATE, May not update firmware: Firmware update counter exceeded

Danach wird die RED in der SG105 deaktiviert.

Eine andere SD-RED20 läuft einwadnfrei, Firmware ist 9.705-3

Ich habe bereits mehrmals die RED komplett aus der SG105 gelöscht und neu angelegt und sie auch mal per USB provisioniert - Ohne Erfolg.
Ein Reset brachte auch nichts. Immer mit gleichem Ergebnis.

Hatte das Problem schonmal jemand?

Gruß,

Armin



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  • 0

    Hello Armin,

    Thank you for contacting the Sophos community!

    This seems to update an update with the RED itself.

    Try running this command, 

    cc set red use_unified_firmware 0

    After this disconnect and reconnect the RED, if it fails please open a  case with the support and send me the Case ID I think the unit might need to be RMA or case escalated.

    Regards,

  • 0 in reply to emmosophos

    Hi Emmaniel,

    the Case-ID is 03275275.

    Thank you!

    Regards,
    Armin

  • 0 in reply to Armin Geisler

    Hello Armin,

    Thank you for the Case ID.

    Can you reconnected the RED again and use this unlock code. 67nhhsj8

    Let me know if something changes.

    Regards,

  • 0 in reply to emmosophos

    Hello Emmanuel,

    thanks. I connected it again and got th same error message:

    R2000XXXXXXXXXX: command '{"data":{"message":"May not update firmware: Firmware update counter exceeded","type":"FIRMWARE_UPDATE"},"type":"DISCONNECT"}'
    2020:10:30-07:45:11 gw01 red_server[14793]: R2000XXXXXXXXX: Disconnecting: FIRMWARE_UPDATE, May not update firmware: Firmware update counter exceeded
    2020:10:30-07:45:11 gw01 red_server[14793]: id="4202" severity="info" sys="System" sub="RED" name="RED Tunnel Down" red_id="R2000XXXXXXXX" forced="1"
    2020:10:30-07:45:11 gw01 red_server[14793]: R2000XXXXXXXXX is disconnected.
    After that, the RED is disabled in the SG105.
    Regards,
    Armin
  • 0

    Hi,

    try to remove the SD-RED 20 entirely from the SG105 (delete it but note down unlock key), re add the SD-RED again, it will connect to prov. service first to get firmware, maybe this will "fix" the RED. Place the RED on a DHCP link somewhere, if using static IP, wait for that, until the device is stable :-)

  • 0 in reply to twister5800

    Hi Martin,

    i removed the SD-RED 20 and added it again.
    The error-message in the logfile is the same:

    R2000XXXXXXXXX: command '{"data":{"message":"May not update firmware: Firmware update counter exceeded","type":"FIRMWARE_UPDATE"},"type":"DISCONNECT"}'
    2020:10:30-15:49:25 gw01 red_server[4123]: R2000XXXXXXXXX: Disconnecting: FIRMWARE_UPDATE, May not update firmware: Firmware update counter exceeded
    2020:10:30-15:49:25 gw01 red_server[4123]: id="4202" severity="info" sys="System" sub="RED" name="RED Tunnel Down" red_id="R2000XXXXXXXXXX" forced="1"
    2020:10:30-15:49:25 gw01 red_server[4123]: R2000XXXXXXXXX is disconnected
    after that:

    SELF: New connection from <ip address removed> with ID R2000XXXXXXXX(cipher AES256-GCM-SHA384), rev1<30>Oct 30 15:50:53 red_server[4377]: R2000XXXXXXXX: Connection is refused as this device is deactivated.
    R2000XXXXXXXXX: Sending json message {"data":{},"type":"DEVICE_DEACTIVATED"}
    Regards
    Armin

  • 0 in reply to Armin Geisler

    Thank you Armin,

    You should receive the form today from the engineer assigned to your case.

    I wanted to ask, would it be possible for me if the RED 20 is not registered to the UTM but still have a valid internet connection, can I registered for testing to my LAB UTM  and Sophos XG?

    Regards,

  • 0 in reply to emmosophos

    Hi Emmanuel,

    yes, i removed it from UTM. You can register it for testing.

    Best regards,
    Armin

  • 0 in reply to Armin Geisler

    Hello Armin,

    Thank you! Same result.

    Regards,

  • 0 in reply to Armin Geisler

    Hi, 

    any news on this one?

    Got a FRESH SD-RED20 yesterday and from scratch i ran into exactly the same.

    This is seen on an UTM, connecting it to an XG brings no change as well. 

    "Firmware Update counter exceeded.. " - well maybe i could "reset" it on the SD-RED20. But i see no CLI command.