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Sophos Central Add Firewall not working

Michael Tills

Hello...We will be migrating many SG's to XG's and were considering using the SG to XG deployment tool.  However, there is a lot of legacy stuff that we do not want to come over so we are electing to programming them from scratch. However, if we attempt to "Add Firewall" via the partner portal using our credentials (accessing the customer portal) or logging in using the customer portal (both super admin accounts) when we attempt to Add Firewall (new one - not configured) we get the point to register and proceed we get an error in the bottom right saying "400 - A bad request was made".  This has been like this for a few days.  We called the customer care department and they indicated that we need to register it via mysophos which we did and it DID register.  However, it is still not in Sophos Central.  When we attempt to add it we still get the 400 error.  The support person indicated that we need to add it through mysophos and then manually program the XG's, bring them on like and then enable Sync in the XG.  But this completely defeats the purpose of adding the firewall first so we can create a zero/light touch file to USB to preprogram the firewall.  This will certainly make things much more difficult on our end to have to bring up each firewall (47 of them) and manually program them.

Is anyone else having this issue?  Am I missing something?  I thought zero touch was an option here.

Thanks for any info



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  • 0

    Hello Michael,

    Thank you for contacting the Sophos Community!

    Are these firewalls showing under the partner account in mysophos >> Network Protection >> View Devices? 

    Do you happen to know if during your call with Customer Care a ticket was created? if so can you share it with me?

    Regards,

     
    Emmanuel (EmmoSophos)
    Technical Team Lead, Global Community Support
    Sophos Support Videos | Product Documentation  |  @SophosSupport  | Sign up for SMS Alerts
    If a post solves your question use the 'Verify Answer' link.
  • 0 in reply to emmosophos

    Thanks for the reply. The 3 I added at the moment do show up under the CUSTOMER mysophos account. They also show up in our partner portal in sophos central under firewalls. But if we go into the customer admin portal via sophos central or directly into cloud.sophos.com as the customer (all super admin) it does not allow us to add a firewall under firewall management. I get the 400 error trying to add it.

    The case number from today is 03544765

    Thanks for any assistance. We are proceeding with manual configuration at the moment but we need to get these firewalls into sophos central. 

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  • 0 in reply to emmosophos

    Thanks for the reply. The 3 I added at the moment do show up under the CUSTOMER mysophos account. They also show up in our partner portal in sophos central under firewalls. But if we go into the customer admin portal via sophos central or directly into cloud.sophos.com as the customer (all super admin) it does not allow us to add a firewall under firewall management. I get the 400 error trying to add it.

    The case number from today is 03544765

    Thanks for any assistance. We are proceeding with manual configuration at the moment but we need to get these firewalls into sophos central. 

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  • 0 in reply to Michael Tills

    Are those appliances already registered? As far as i know, only "New" appliances can be added via Light touched. So you cannot add firewall, already registered / installed to CM with this process. 

    __________________________________________________________________________________________________________________

  • 0 in reply to LuCar Toni

    No they were not registered before we called support. We were following the instructions online for light touch since we really wanted to use it. When we were receiving the 400 error we called customer care and that is when they said to register via mysophos which seemed to contradict everything we read about light touch. Either way it still does not work. We manually configured 3 of the units so we can get up and running but we really want to get a resolution to this before we start on the rest of them.

    1. Does this work for anyone else? 
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