XG Firewall Home: License Server down?

Question

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

PaulWarren · Answer

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.

ChaseDavenport · Answer

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

PaulWarren · Answer

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