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Problem with license synchronization - Synchronization with server failed (Device not found)

I've got a problem with my XG Firewall.
It cannot connect to a license server. I can't use any of the advanced features because of that.
In "tail -f /log/licensing.log" it says that "Device not found", and "Problem with the local SSL certificate".
I recently reseted it to default settings, but it still is not able to contact license server.
I don't know what should I do.

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0 FormerMember over 4 years ago

Hi Mayestro_PW,

This issue might get resolved if you re-generate default appliance certificate. Navigate to Certificate > Certificate authorities > Default > Click on the pencil icon and fill out the information, if the information on this certificate is already correct, try to change state or any other filed and save and re-generate with correct information.

Thanks,
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0 Mayestro_PW over 4 years ago in reply to FormerMember

Hi H_Patel,
Unfortunately it's still the same. I regenerated it five times, changing different fields. Problem still remains.
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+1 rfcat_vk over 4 years ago in reply to Mayestro_PW

Hi,

check your licence against your my sophos to make sure you have the correct one.

Then check the time on your XG.

Ian

XG115W - v20.0.2 MR-2 - Home

XG on VM 8 - v21 GA

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0 Mayestro_PW over 4 years ago in reply to rfcat_vk

Hi rfcat_vk,

Time is OK. Serial in MySophos is the same as the one I'm using, so it's OK as well.
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0 KingChris over 4 years ago in reply to Mayestro_PW

Hello Mayestro_PW

This error is likely due to date/time problem on your XG.

Please screenshot a pic of your date/time settings on the XG for us to see.

Thanks.

KingChris
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0 Mayestro_PW over 4 years ago in reply to KingChris
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0 KingChris over 4 years ago in reply to Mayestro_PW

Please run command from advance shell: openssl s_client -connect eu-prod-utm.soa.sophos.com:443

Then DM me the output without redacting anything.

Thanks!

KingChris
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0 Mayestro_PW over 4 years ago in reply to KingChris

Can you check your inbox? I DMed you.
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0 KingChris over 4 years ago in reply to Mayestro_PW

I have just responded to you.

KingChris
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0 KingChris over 4 years ago in reply to Mayestro_PW

I have just responded to you.

KingChris
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0 Mayestro_PW over 4 years ago in reply to KingChris

OK, now I replied to you.
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0 Kaloian Kirchev over 4 years ago in reply to KingChris

Hello,

did we get the solution on this?

I have open case and waiting for the 3rd for some India support guy to call.

Previously it was not working because of DNS and Time(maybe).

Now everything is correct but agai "Device not found".

But I see it in(serial number) my.sophos.com and when try to register(as it initial setup) it says - already registered.

Could you please help? Will be highly appreciated!
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0 BrucekConvergent over 4 years ago in reply to Kaloian Kirchev

I've seen this before; it was due to the software license serial number being used on more than one installation of XG -- this messes things up (it was accidental in my case). They had to manually go in and do something on the licensing server(s) to allow things to work again. It's been a while but this seems similar.

CTO, Convergent Information Security Solutions, LLC

https://www.convergesecurity.com

Sophos Platinum Partner

--------------------------------------

Advice given as posted on this forum does not construe a support relationship or other relationship with Convergent Information Security Solutions, LLC or its subsidiaries. Use the advice given at your own risk.
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0 LuCar Toni over 4 years ago in reply to BrucekConvergent

Software appliance? Likely causing this.

Check the /log/licensing.log

There is something called "Device-ID". Check old logs and new logs, compare them and check, if the Device ID changed somehow. If so - That is likely causing the Issue.

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