Important note about SSL VPN compatibility for 20.0 MR1 with EoL SFOS versions and UTM9 OS. Learn more in the release notes.

Thread Info
  • State Suggested Answer
  • Locked Locked
  • Replies 10 replies
  • Answers 3 answers
  • Subscribers 41 subscribers
  • Views 41719 views
  • Users 0 members are here
Options
Suggested
This discussion has been locked.
You can no longer post new replies to this discussion. If you have a question you can start a new discussion

XG Firewall Home: License Server down?

FrankLamozik

Hi

Today Ive tried my luck to go from UTM 9 Home to XG Firewall Home. So far everything went smooth installing until I get to the initial setup screen. Ive requested a home license for XG and internet connection is up and running, but the licencing wizard says:

"Error while parsing response. If error persists please contact Support."

Ive checked the licensing logs at the console. The response from the server is empty. Unfortunatley I am stuck now. What can I do?

Here is a screenshot of the log:

Thanks,

Frank



This thread was automatically locked due to age.
  • 0
    Hi Frank - our licensing server is working fine, but clearly you have an issue that needs to be resolved. To help with this type of issue I need more information and will send you an email to you to request it. Paul
  • 0
    I'm having the same issue. Did you get anywhere in resolving this? Guess I'll have to raise an official support request
  • 0
    I think i have the same Problem...
    "Error while parsing response. If error persists please contact Support." after clean Install.
  • 0
    Hi

    I have solved this problem by creating a new license. No error on activation anymore :)

    Frank
  • 0
    I also have the same issue !!! Honestly initial setup sucks the bag! I have 7 interfaces and had to try and figure out which Sophos decided to choose as the external instead of letting me CHOOSE!.... Now I still can't do anything because I am getting the error... yet I have Internet connectivity because I am going through it now.. but can't license the damn thing! Tried regenerating a license and that still didn't work! VERY FRUSTRATED !
  • 0
    Frank - good to hear you are up and running.

    Patrick - sorry to hear you are having problems. I can only guess that the problem you are having is a technical one - i.e. there is unlikely to be a problem with your serial number or the licensing system - so you really need someone technical to comment here.
    I have seen comments before that suggest closing browser windows and re-booting. Sometimes that seems to clear the problem. Of course you could also apply for a new serial number and start again as Frank did. Alternatively, it may be worth looking through some of the suggested remedies in the 'Error code #<number>' tab in www.sophos.com/.../122496.aspx even though you are not receiving those error codes.
  • 0

    Hi Everyone,

    I just had a very similar problem. We had an SG125 that we had updated to the latest version of SFOS and we were getting the exact same response as Frank - same entries in the log file and everything. We had taken the SG125 straight out of the box and literally booted it to the SFOS image on the first boot. After an unsuccessful session with tech support, I called our sales rep (thanks Mike) and he suggested that the problem could be that we had pulled the trigger on the SFOS upgrade before completing some other necessary steps. He suggested that we go back to the original firmware, generate the license file, upload it to the device and then do the SFOS upgrade. Sure enough, it worked like a champ once we did that!
     
    This is totally getting in to the realm of conjecture, but through the process (and somewhat by accident) we discovered that after uploading the license file to the appliance, doing the SFOS upgrade and booting the device up for the first time - that we were able to jump right past the point in the licensing wizard where we were getting the error message before. And this was without even having configured proper IP addresses on any of the device interfaces. So, our assumption is that the license file that we had previously uploaded had actually survived the reformat and upgrade to SFOS and that the wizard is actually looking for that file before it does anything else... even before it reaches out to Sophos license servers.

    Anyway, I hope this helps someone out and prevents a lot of time on hold, LOL!

    Chase

  • 0 in reply to ChaseDavenport
    Hi Chase,
    We had an outage today that affected all systems that use Sophos ID (apologies to all who were affected) - that includes the web pages used to register a device whether you are doing that from the appliance itself or from MySophos (including the license migration). Just one note on what you did - there is no need to run 9.X in order to upgrade to SF-OS. However, when doing a license migration, you do need to use MyUTM to generate your license if you don't have a copy already. Then you provide the license file as part of the migration steps. Once you have completed your migration successfully the master copy of the SF-OS license is kept on the licensing server. Therefore, if you need to re-image a hardware appliance for whatever reason, when you start up again it will download a copy of the license to the appliance - no need to re-register etc..
    Paul
  • 0 in reply to PaulWarren
    Thanks for the clarification, Paul! One question, when you say "as part of the migration steps" do you mean the activation wizard thing that runs automatically the first time you load SFOS? We were getting the "Error parsing..." message long before we had the option to provide a license file or anything else. Our only choices were the "basic setup" and the "Activate" button. When pushing Activate that's when we got the error.

    By the way, are there still problems with the Sophos ID system? Because we made it through the activation wizard (uploaded the license file, etc.) but now we can't get past the "Synchronize License" button.

    Chase
  • 0 in reply to ChaseDavenport
    Hi Chase.
    Yes, by "as part of the migration steps" I mean on the Welcome screen selecting the 'Upgrading from UTM 9 (Virtual or Software) to Sophos Firewall' option, uploading your UTM license file and clicking Activate Device. That should take you to a new screen that allows you to register - again, if you are pursuing the 'Migrate License' option make sure you upload the same license file. You will then be prompted to register so enter your MySophos Email and Password or Register to a new MySophos account if you don't have one already. etc.

    Sophos ID is working fine so if you are still having problems there is another cause. As previously stated I'm not technical so can only point you at www.sophos.com/.../122496.aspx to check for common issues and solutions (closing browsers / reboots can often help).
    Paul
Unfiltered HTML