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Cannot send email to support to receive XG free home license

Ivan Osipov

Hello!

While trying to receive XG Free Home license I received the following email from Sophos Support <downloadcompliance@sophos.com>:

 

Hello ,

Good news! You have passed the required compliance checks and can use our software for the next 90 days.

To access the software you will need to create a Sophos ID account. Please follow the steps below and reply to this email once you’re done.
  1. Register for access to the MySophos portal https://secure2.sophos.com/en-us/mysophos/registration.aspx.

  2. Verify your email address following the directions sent to you from the registration process.

  3. Reply to this email to let us know that your Sophos ID account has been created.
We will then update your account to give you access to your requested downloads. We’ll let you know once it’s ready for you to download.

If you have any questions, please feel free to contact us by replying to this email.

Regards,

Sophos Support
 
It tells me to reply to this email. But when I try to reply I receive the bounce that my message cannot been delivered:
 
Received: from abn-exch5b.green.sophos (10.224.64.46) by
 abn-exch5a.green.sophos (10.224.64.45) with Microsoft SMTP Server (TLS) id
 15.0.1293.2; Thu, 23 Nov 2017 16:14:30 +0000
Received: from mx4.sophos.com (10.104.229.2) by abn-exch5b.green.sophos
 (10.224.64.46) with Microsoft SMTP Server id 15.0.1293.2 via Frontend
 Transport; Thu, 23 Nov 2017 16:14:30 +0000
Received: from mx4.sophos.com (localhost.localdomain [127.0.0.1])       by localhost
 (Postfix) with SMTP id 5F6C697A0DB     for <downloadcompliance@sophos.com>; Thu,
 23 Nov 2017 16:14:30 +0000 (GMT)
Received: from frontend.xxx.ru (frontend.xxxx.ru [19x.x44.x.x])    by
 mx4.sophos.com (Postfix) with ESMTPS id B3BCF978B3A   for
 <downloadcompliance@sophos.com>; Thu, 23 Nov 2017 16:14:29 +0000 (GMT)
From: <x_oxxpox@xxxx.ru>
To: <downloadcompliance@sophos.com>
Subject: Re: [#7733921] [ITCC] Export Compliance failure notification 12158362
Thread-Topic: [#7733921] [ITCC] Export Compliance failure notification
 12158362
Thread-Index: AQHTZHUm6HywIzwAsEi7n5QbY3y5LaMiIwB0
Date: Thu, 23 Nov 2017 16:14:22 +0000
Message-ID: <977c4ae63b0142c984efd083af5d1a4d@step.ru>
References: <1.b96095381f50118ff0a6@ABN-STRCIDX1>
In-Reply-To: <1.b96095381f50118ff0a6@ABN-STRCIDX1>
Accept-Language: ru-RU, en-US
Content-Language: ru-RU
X-MS-Has-Attach:
X-MS-TNEF-Correlator:
x-originating-ip: [10.242.2.17]
Content-Type: multipart/alternative;
      boundary="_000_977c4ae63b0142c984efd083af5d1a4dxxxxru_"
MIME-Version: 1.0
Return-Path: x_oxxpox@xxxx.ru
X-PMX-Version: 6.4.1.2730818, Antispam-Engine: 2.7.2.2107409, Antispam-Data: 2017.11.23.160616, AntiVirus-Engine: 5.43.0, AntiVirus-Data: 2017.11.23.5430003
X-PMX-QueueID: us-col-mx2.brown.sophos:5A16F3E6_19892_4936_1
X-PerlMx-Spam: Gauge=X. Probability=10%, Report='
 RU_TLD 0.5, HTML_50_70 0.1, BODYTEXTH_SIZE_10000_LESS 0, BODYTEXTH_SIZE_3000_MORE 0, BODYTEXTP_SIZE_3000_LESS 0, BODY_SIZE_6000_6999 0, BODY_SIZE_7000_LESS 0, IN_REP_TO 0, LEGITIMATE_SIGNS 0, MSG_THREAD 0, NO_REAL_NAME 0, REFERENCES 0, SPF_PASS 0, WEBMAIL_SOURCE 0, WEBMAIL_XOIP 0, WEBMAIL_X_IP_HDR 0, __ANY_URI 0, __BOUNCE_CHALLENGE_SUBJ 0, __BOUNCE_NDR_SUBJ_EXEMPT 0, __CP_URI_IN_BODY 0, __CT 0, __CTYPE_HAS_BOUNDARY 0, __CTYPE_MULTIPART 0, __CTYPE_MULTIPART_ALT 0, __FORWARDED_MSG 0, __FRAUD_BODY_WEBMAIL 0, __FRAUD_COMMON 0, __FRAUD_NEGATE 0, __FRAUD_REPLY 0, __FRAUD_SUBJ_A 0, __FRAUD_WEBMAIL 0, __HAS_FROM 0, __HAS_HTML 0, __HAS_MSGID 0, __HAS_XOIP 0, __HIGHBITS 0, __HTML_AHREF_TAG 0, __HTML_TAG_DIV 0, __HTTPS_URI 0, __IN_REP_TO 0, __LOCALE_CYRILLIC_CP1251_MIME 0, __MIME_HTML 0, __MIME_TEXT_H 0, __MIME_TEXT_H1 0, __MIME_TEXT_H2 0, __MIME_TEXT_P 0, __MIME_TEXT_P1 0, __MIME_TEXT_P2 0,
 __MIME_VERSION 0, __MSGID_32HEX 0, __MULTIPLE_URI_HTML 0, __MULTIPLE_URI_TEXT 0, __PHISH_PHRASE1_B 0, __PHISH_PHRASE1_E 0, __PHISH_SPEAR_DETAILS 0, __PHISH_SPEAR_NEGATE 0, __RATWARE_SIGNATURE_3_N1 0, __REFERENCES 0, __RUS_MAILTO_URL 0, __SANE_MSGID 0, __STYLE_RATWARE_NEG 0, __STYLE_TAG 0, __SUBJ_ALPHA_NEGATE 0, __TAG_EXISTS_HTML 0, __TO_MALFORMED_2 0, __TO_NO_NAME 0, __URI_IN_BODY 0, __URI_NOT_IMG 0, __URI_NO_WWW 0, __URI_NS , __URI_WITHOUT_PATH 0, __URI_WITH_PATH 0'
X-Spam-Report: The following antispam rules were triggered by this message:
        Rule                       Score Description
       RU_TLD                     0.500 Contains a URL in the RU or SU top-level domain
  HTML_50_70                 0.100 Message is 50-70% HTML
      BODYTEXTH_SIZE_10000_LESS  0.000 Body size of the text/html part is less than 10k
     BODYTEXTH_SIZE_3000_MORE   0.000 Body size of the text/html part is more than 3K
      BODYTEXTP_SIZE_3000_LESS   0.000 Body size of the text/plain part is less than 3k
      BODY_SIZE_6000_6999        0.000 Message body size is 6000 to 6999 bytes
        BODY_SIZE_7000_LESS        0.000 Message body size is less than 7000 bytes.
       IN_REP_TO                  0.000 Found a In-Reply-To header
        LEGITIMATE_SIGNS           0.000 Themes of legitimate signs
  MSG_THREAD                 0.000 Possible discussion thread
        NO_REAL_NAME               0.000 From: does not include a real name
    REFERENCES                 0.000 Has a valid-looking References header
   SPF_PASS                   0.000 Sender passed Sender Policy Framework check: pass,
                                    Please see
                                      www.openspf.org/why.html.
                                         ru&ip=19x.x44.x.x&receiver=us-col-mx2.brown.sophos:
                                        step.ru MX frontend.xxxx.ru A 19x.x44.x.x, us-col-
                                  mx2.brown.sophos: domain of x_oxxpox@xxxx.ru designates
                                     19x.x44.x.x as permitted sender, v=spf1 mx ~all
   WEBMAIL_SOURCE             0.000 message appears to come from a webmail service
   WEBMAIL_XOIP               0.000 Contains a header line seen in webmail systems
     WEBMAIL_X_IP_HDR           0.000 Conntains a known webmail X-IP header
X-PMX-Banner: 3


I see no issues in bounce info (like from MX or high spam score). Also same issue while sending reply from GMail mailbox.

I tries to ask a support in live chat but guy told me that as it is Free software the only option here is to ask a question on forum.

Does anybody know how can I contact this support team (downloadcompliance@sophos.com) to receive the license?


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Parents
  • 0

    Hello Ivan Osipov,

    I'm not Sophos - just trying to help. Also I never had to use this downloadcompliance address so I can't say if it's supposed to work.

    Seems that you have quoted just (your) bounced mail (as it was received on the system that bounced it) but not the bounce message itself which should give at least a hint of a reason.

    Christian

  • 0 in reply to QC

    Hello Christian,

    Thank you for your reply!

     

    Well, I received it after trying to reply to previously received mail. I found that I also missed this error message at the beginning of this mail:

     

    downloadcompliance@sophos.com
    Remote Server returned '554 5.7.1 < #5.7.1 smtp;550 5.7.1 RESOLVER.RST.NotAuthorized; not authorized>'

     

    Also I found few more topics here with the same issues that other people faced. No helpful answer was been there.

  • 0 in reply to Ivan Osipov

    Hello Ivan Osipov,

    I found few more topics here
    I see ... don't think it's deliberate, must be an internal problem (i.e. the recipient of the passed the required compliance checks mail not automatically being authorized to send to the downloadcompliance address - guess you've checked that you send to Reply-To: and not From: if both are present and different).
    Maybe or (both have lately been active in the XG forum) can look into this.

    Christian

  • 0 in reply to Ivan Osipov

    I've reached out to our licensing team about the issue and will update you with further information once I receive the reply.

    Thanks for your patience,

    Karlos

    Karlos
    Community Support Engineer | Sophos Technical Support
    Knowledge Base  |  @SophosSupport  | Sign up for SMS Alerts
    If a post solves your question use the 'This helped me' link.
  • 0 in reply to Ivan Osipov

    Hi Ivan,

    Where did you download your Sophos Home XG? It does not require a license because it should sync automatically. Could you try to register again via this link: https://www.sophos.com/en-us/products/free-tools/sophos-xg-firewall-home-edition.aspx

    Thanks,
    Karlos

    Karlos
    Community Support Engineer | Sophos Technical Support
    Knowledge Base  |  @SophosSupport  | Sign up for SMS Alerts
    If a post solves your question use the 'This helped me' link.
  • 0 in reply to Karlos

    Hi Karlos,

    I downloaded XG Firewall OS Software ISO for Intel Hardware and installed it to VirtualBox. When XG ask me to Register it request the serial number (and tells that "Home users must use an XG Home Use serial number obtained from here").

    But I tried to request Home license again and received another email this time. But it does not include any serial number:

     

    Hello ,

    Good news! You’ve passed the compliance checks and can now download our software for the next 90 days.

    To access the software, please log into the MySophos portal (https://secure2.sophos.com/en-us/mysophos/login.aspx) and then proceed to the download pages.

    We’ve set up a FAQ page [link FAQ page to the relevant KBA] with a step by step guide to [whatever the FAQ guide is to]. If you have any issues, please contact us your Sophos reference number [#7738755].

    Regards,

    Sophos Support

     

    As you see there are even no correct links to FAQ and Guide - just placeholders from template. And I cannot ask them because I still receive bounce email when trying to reply. :(

  • 0 in reply to Ivan Osipov

    Hi Ivan,

    What happens when you download the software from the MySophos portal instead? The license is automatic when you download the Sophos Home software.

    The XG software version that you have initially downloaded asks for a license as it is not the Home version it seems

    Thanks,
    Karlos

    Karlos
    Community Support Engineer | Sophos Technical Support
    Knowledge Base  |  @SophosSupport  | Sign up for SMS Alerts
    If a post solves your question use the 'This helped me' link.
Reply Children
  • 0 in reply to Karlos

    Dear Karlos,

    Thank you for your reply!

    It seems like I dont get where can I download Home version of XG.

    I tried this way - go to https://www.sophos.com/mysophos, then it redirects me to https://secure2.sophos.com/en-us/mysophos/my-account.aspx. In the left panel I have "Endpoint/Server Protection" and "Network Protection" options. Then I go to Network Protection and Download Installers. There are bunch of installers for Firewall OS and other software (iView and Firewall Manager). But I dont see any special Home software.

    There is also "Sophos Central and free products" link on main account page but it leads to portal with a different credentials and seems to be related to Endpoint software only.

  • +1 in reply to Ivan Osipov

    Hi Ivan , 

    To avail of free Sophos Home XG firewall OS, you may need to go to free tools section, click on download and complete the form with your details. 

    You should see this message after completing the form 

    Thank you,<First name>, for choosing Sophos XG Firewall Home Edition

    1. You should receive an email shortly with your evaluation serial number. (Please note that it can take several minutes to arrive).
    2. Download the installer below.
    3. Access the Getting Started Guide for more information.

    The download link would be provided on the same page i.e. Sophos Firewall OS Software Image for Intel hardware.

    Use the serial key received in your mailbox from email address noreply@Sophos.com  .You may need to first register the serial key onto your Sophos account under Network protection > Register devices.

    Then run the ISO on your Intel-based hardware and enter the serial key so it will check if the key is registered with us.

     

    Regards,

    Aditya Patel
    Global Escalation Support Engineer | Sophos Technical Support
    Knowledge Base  |  @SophosSupport | Sign up for SMS Alerts
    If a post solves your question use the 'This helped me' link.

  • 0 in reply to Aditya Patel

    Hi Aditya,

     

    Thank you for your reply.

     

    I dont know what was changed but I submit the form one more time (it is a third attempt) and now I received the serial number for XG Home.

     

    Thank you!

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