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Best way to raise firmware bugs

juergenb52

I‘d like to know,

whats the best way to raise a firmware bug in new releases (like MR8).

i raised a critical bug, but Sophos is not responsing to the case.

What would be the next level to report?

Jürgen



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  • +1

    There are couple of ways to approach this. 

    https://secure2.sophos.com/de-de/support/open-a-support-case.aspx

    I would always recommend to open a Case in English, to have a easy transition between Regions. Sophos uses follow the sun. 

     

    You could also give  or the other guys a short message with your Case ID. 

    Or maybe try to reach somebody in Twitter etc.

    Sales Escalations are possible, via your Partner or Sophos Sales Contact.

     

    Or open a Thread here and maybe it is just an configuration issue? 

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Reply
  • +1

    There are couple of ways to approach this. 

    https://secure2.sophos.com/de-de/support/open-a-support-case.aspx

    I would always recommend to open a Case in English, to have a easy transition between Regions. Sophos uses follow the sun. 

     

    You could also give  or the other guys a short message with your Case ID. 

    Or maybe try to reach somebody in Twitter etc.

    Sales Escalations are possible, via your Partner or Sophos Sales Contact.

     

    Or open a Thread here and maybe it is just an configuration issue? 

    __________________________________________________________________________________________________________________

Children
  • 0 in reply to LuCar Toni

    Thanks,

    I have a case open since Tuesday (No WiFi with MR8 and MS Surface Pro 6).
    First i had opened a Critical Case in Germany, later i translated to english.
    After 1 day of no Response i called Sophos and they told me that they lowered the case to high).
    Thats all they did so far.

    What do you mean, they follow the sun?
    There was no response for the last 6 days from international support.

    I downgraded to MR-7 today. On monday i will check the problem again. I think i need to escalate with sales germany.

    Most cases in the past where delayed and only with some escalation i was able get "some basic" support from Sophos.

    The most annoying Bug i have with (MR-5,6 and 7) started in  March/April and has not been solved yet.
    Once in a while the XG loses most of the Internet traffic and is not usefull for the Clients (Internet, Skype, VPN Traffic lost).

    Sophos was not able to debug this. Later i was told, that XG is not able to handle more than one ISP Connection (it´s a design flaw, Period!).

    Only Jon (from Sophos tried hard and keeped contact with), no other support Team from Sophos...

    I wish i had not migrated from UTM to XG...

    Jürgen

  • 0 in reply to juergenb52

    XG can handle more than one ISP. I cannot quite understand this statement. 

    If the connection to the internet gets lost but everything in your lan to srv work fine, most likely something is broken in the ISP communication. 

    But that are just guesses. I have no insight of your issues. 

     

    Follow the sun means, that a case can be handled every hour of the day, 24/7. Basically this is possible, in case you have an issue on the weekend at night, somebody can pick up the case and work on it, because its day time in his region. https://en.wikipedia.org/wiki/Follow-the-sun

     

    You should get in touch with somebody in the community like  or  - They can actually review your cases. 

     

     

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