Error ID: XG-00151 when registering a new XG Home Firewall

Hello Scott,

Thank you for contacting the Sophos Community.

That Tracking ID is used by Customer Care, however, you might get some clues from the licensing.log 

Make sure there’s no upstream device acting as a Proxy for the Sophos XG

Regards,

There are no upstream proxies, just my ISP modem. Time and date are correct. This is the tail of licensing.log while I try to register (removed the serial number and CSR):

INFO      Jun 28 17:20:45 [4153951680]: --requestType = 2
INFO      Jun 28 17:20:45 [4153951680]: --lastCheckCode = 00000000-0000-0000-0000-000000000000
INFO      Jun 28 17:20:45 [4153951680]: --cert = /content/licensing/lic_csr.pem
INFO      Jun 28 17:20:45 [4153951680]: --token = Token-Id:***masked serial numbder***
INFO      Jun 28 17:20:45 [4153951680]: --key = /content/licensing/lic_csr.key
INFO      Jun 28 17:20:45 [4153951680]: URL : eu-prod-utm.soa.sophos.com/.../license
INFO      Jun 28 17:20:53 [4153951680]: response : {"errorCode":"ITSERVICELAYER_CLIENT_AUTHENTICATION_ERROR","message":"Authentication failed","statusCode":403,"trackingId":"db583091-e427-4b51-b1c9-b0db02255b1f"}
ERROR     Jun 28 17:20:53 [4153951680]: license_check failed : Authentication failed
ERROR     Jun 28 17:20:53 [4153951680]: licensing_do_licensecheck() :parsing response failed...
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generate certificate signing request (CSR)  Mon Jun 28 17:20:54 CDT 2021


Mon Jun 28 17:20:57 CDT 2021 certificate signing request generated with status :: 0


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INFO      Jun 28 17:20:57 [4153316800]: --requestType = 4
INFO      Jun 28 17:20:57 [4153316800]: --serial = ***masked serial number***
INFO      Jun 28 17:20:57 [4153316800]: --deviceid = ed61df40-c321-480c-878c-ae8bcb1c042f
INFO      Jun 28 17:20:57 [4153316800]: --cert = /_conf/certificate/licensing/mfgr_vendor_SO.pem
INFO      Jun 28 17:20:57 [4153316800]: --key = /_conf/certificate/licensing/mfgr_vendor_SO.key
INFO      Jun 28 17:20:57 [4153316800]: URL : eu-prod-csr.soa.sophos.com/.../signing
INFO      Jun 28 17:20:57 [4153316800]: certificate_signing_request() : request : {
"serialNumber":"***masked serial number***",                                       "deviceId":"ed61df40-c321-480c-878c-ae8bcb1c042f",                                              "certificateSigningRequest":"-----BEGIN CERTIFICATE REQUEST-----
***masked CSR hash***
-----END CERTIFICATE REQUEST-----
"}
INFO      Jun 28 17:20:58 [4153316800]: certificate_signing_request() : response : {"errorCode":"ITSERVICELAYER_PROVIDER_REQUEST_ERROR","message":"Device must be activated and registered","statusCode":400,"trackingId":"5aefb2e5-ddf6-47bc-8f03-8ace7011a098"}

ERROR     Jun 28 17:20:58 [4153316800]: Certificate signing Failed : Device must be activated and registered...:(
ERROR     Jun 28 17:20:58 [4153316800]: certificate signing request() : parsing failed...

Hi,

I would suspect that your licence is not valid, please review your my sophos account and check the licence is correct.

Ian

Thank you for the quick replies. I received a serial number from Sophos when I downloaded XG Home, but my Sophos account shows no licenses or serial numbers. I can certainly request another. Is there a way to use a new one without completely reinstalling?

Thank you for the quick replies. I received a serial number from Sophos when I downloaded XG Home, but my Sophos account shows no licenses or serial numbers. I can certainly request another. Is there a way to use a new one without completely reinstalling?

You can try using the new serial number because the old one has not been registered, though this would a be guess because I have never tried that approach.

Ian