This knowledge base article answers the frequently asked questions on activating Sophos XG Firewall license keys. The following questions are answered:
Applies to the following Sophos products
The license key is a unique token that when activated, will either start or extend subscription features on your appliance. A license key is typically for a term of 12, 24, or 36 months and once activated, will either make a feature available or in the case of a renewal, extend the expiry date of that feature. NOTE: You can use a license key only once. You cannot use it again when you have activated it.
You can find your license key under the License Keys heading in your License Schedule delivered by Sophos. The license key format is XXXXXXXXXX-XXXXXXXXX (e.g. NWPXG8512-K8HJDC3B9), where the first part describes what the key is for. You must enter the entire key to activate the subscription.
In some regions (UK/US/Canada) the License Schedule is delivered directly to you, the customer, but in other regions it will be the Reseller who is responsible for forwarding the License Schedule the customer.
If you’ve ordered multiple license keys, your License Schedule will group these by product in a table. Each table heading contains a description of the subscription that you’ve ordered. Refer to the blue shaded product heading immediately above the license key and to the number in the TERM (MONTHS) column.
The example above shows one license key for an XG 210 EnterpriseGuard subscription, with a term of 36 months.
If you have an appliance that is registered and a purchased Base firewall license is present, you can activate your license key through either of the following:
You can use a license key only once and only activate on an appliance that runs a purchased version of SF-OS (Base license).
You cannot use your license key on the free 30-day trial or home-use licenses.
If your appliance is a Sophos UTM/SG or Cyberoam NG / iA appliance that was upgraded to run SF-OS, you must complete the full Migrate License option successfully before you can activate your license key. To check this, use the Licensing screen on the appliance to make sure that the Base license is in Subscribed status and not Evaluating (v16 onwards).
You cannot use license keys from orders for Sophos UTM/SG or Cyberoam NG / iA subscriptions on appliances upgraded to run SF-OS, therefore you must make sure you use all these prior to using the Migrate License option on SF-OS.
When you have activated your license key, it is important to synchronize the license from the licensing system to the appliance. You can do this either:
Both options require the appliance to have internet access for the synchronization to work.
To make it easier, we activate subscriptions for you without using license keys whenever possible.
There are 2 main cases where we do this:
You can only use a license key once, so it will not work if you try to use it again.
A license key is tied to a specific model so it is important to match the appliance model to the license key on the License Schedule. For example, a license key for an XG125 will work on an XG125 but will not work on an XG210.
A license key will only work on a license that is tied to a Serial Number that was registered successfully with a purchased Base license. Go to the Licensing screen on the appliance to make sure that the Base license status is Subscribed and not Evaluating.
Sometimes there can be an issue with the order processing which requires Sophos to cancel license keys. When this happens, the license keys on the License Schedule can no longer be used. In most cases a new license schedule will be issued, which will contain new keys that can be used. Communication of this process will follow the same channel as the original License Schedule – i.e. in UK/US/Canada Sophos will issue a replacement license schedule, elsewhere it is up to the Distributor to communicate to the Reseller and the Reseller to the customer.
If the subscription to be activated is Enhanced Support or a bundle that includes Enhanced Support and the Firewall is out of warranty, then the term of the new subscription will be reduced to make up for the gap in warranty. Sophos performs a fair-value calculation based on the value of Enhanced Support to cover the gap and is capped at a maximum of 6 months. So, if the subscription to be activated is Enhanced Support and the previous subscription expired 2 months ago, the term of the new subscription will be reduced by 2 months. If the subscription is a bundle that includes Enhanced Support then the term of the bundle is reduced by the number of days which is equivalent in value to Enhanced Support coverage for the gap. The calculations are based on the USD list price.
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