This knowledge base article explains the license transfer process once Sophos agrees a Return merchandise authorization (RMA) for a Sophos XG Firewall or Sophos Firewall Manager (SFM) appliance. The following sections are covered:
Applies to the following Sophos products and versions Sophos Firewall
Below is overall process flow:
Sophos raises RMA cases when Sophos agrees that an RMA is necessary and that the faulty device is still within warranty. The replacement will be the same model and revision. Sophos reserves the right to send a recent revision, which is at least the same performance as the faulty one. You should consult Technical Support if you need an identical revision when they raise an RMA case for you.
You will receive an email including a tracking number when the replacement appliance is prepared for dispatch.
When you receive the appliance you should check the correct model and revision as expected.
You can now set up your replacement appliance optionally making use of the deferred registration feature.
Note: It is important that you follow the steps below in the right order to ensure your licenses are transferred successfully:
During the registration process, Sophos will check whether there is an RMA case for the appliance being registered.
If Sophos detects that there is an RMA case for the appliance being registered then one of the following 2 outcomes will occur:
Once the license is transferred (automated license transfer case only), it is recommended that you check that the license on the new appliance Administration > Licensing screen matches what you are expecting. If it does not, then press the Synchronize button on the appliance to make sure it picks up the latest license from the system and check again. If you still do not see the correct license, then you can also check the license shown for the appliance in MySophos. If the license is correct on MySophos and incorrect on the appliance, then check that your appliance has access to the internet and the licensing system. If after these checks you do not see the same license as was previously on your faulty appliance, please contact Customer Care and explain the problem including the relevant serial numbers and the RMA case number.
If Sophos does not detect that the appliance being registered matches a faulty appliance in an RMA case then:
In this scenario you may be able to transfer the license yourself without having to contact Sophos. See the section below, Manual License Transfer, for instructions on how to do this.
The automated transfer will not take place if:
If either of these two scenarios occur then complete the registration with an evaluation license and then follow the steps below for Manual License Transfer. There is no need to contact Sophos Customer Care unless the manual transfer fails.
If the automated license transfer does not take place you may transfer the license yourself using MySophos as follows:
If you are unable to get the license transferred yourself, you should contact Customer Care and explain the problem including the relevant serial numbers and the RMA case number.
Please follow the instructions given when you received the replacement appliance. The instructions may state to return the device to an address or to dispose of it yourself. We strongly recommend that you complete the registration of your replacement before the faulty appliance leaves your possession. This will ensure that the license from your old appliance has been transferred to the replacement device.
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