XG Home firewall will not register

I've install the XG home on a standa-alone PC.  Trying to run down two remaining problems.  The first is that the device doesn't want to register.  When I log into it, I get the screen to complete the registration.  It has my Home Edition serial number pre-populated, and I cannot change it.  When I click "continue", I get the little spinning pinwheel for a few moments, then nothing.  No error message is displayed, but neither does it progress to the admin console.  I have to choose "I do not wish to register at this time" to get to the console

I've checked that time & time zone is correct.

I've made sure firmware is updated (18.0.5 MR-5 Build 586)

Connectivity is OK.  I can do diagnostic pings & name resolution over the WAN interface, and LAN clients can access the internet

I SSH'd in and looked at the license .log file.  These are the last couple lines:

INFO      Aug 21 15:48:58 [4154111424]: certificate_signing_request() : response : {"errorCode":"ITSERVICELAYER_PROVIDER_REQUEST_ERROR","message":"Device must be activated and registered","statusCode":400,"trackingId":"1f3ee41b-9d40-4b0b-8dee-6119e4f22489"}

ERROR     Aug 21 15:48:58 [4154111424]: Certificate signing Failed : Device must be activated and registered...:(
ERROR     Aug 21 15:48:58 [4154111424]: certificate signing request() : parsing failed...

Am I stuck trying to re-install?

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[edited by: emmosophos at 6:35 PM (GMT -7) on 23 Aug 2021]
  • You should see a directory to a certificate folder. Try to move the files in there to another folder and reboot the appliance. Sometimes this helps.

    This occurs most likely, if you try to use the same serialnumber, which you already have activate. So is the old serialnumber still online? 


  • This is the serial number I received from Sophos when I began this project at the beginning of the month.  To my knowledge, it has never properly registered.  How would I check to see if this (or any other) serial number that was issued to me is on line?


    I found /conf/certificate/licensing.  Some of the content is files, others as links.  Should  i move them all?

  • Hi,

    please check 'my Sophos portal' for active licences.


    V18.5.x - e3-1225v5 6gb ram with 4 ports - 20w. 
    If a post solves your question use the 'This helped me' link.
  • I would if I could.  I go to my.sophos.com and it redirects to a page with information about a computer I gave my daughter a few years ago with a free version of Sophos antivirus on it, and tells me a need to upgrade to premium.  Nothing there about the XG license.

    So i try https://login.sophos.com.  It lets me login.  I look at 'My Portal', which claims to formerly be "my sophos".  If I click "Sophos central and free products", it does some page redirecting, and lands on a login page again (also at login.sophos.com), but now it tells me my credentials are wrong.  Going back to the "My Account" / "Licensing Portal" page and trying "network protection" yields an empty device list.  This isn't really surprising, because I think that page is really for non-home use.

    Since a serial number has already been issued to my e-mail address, I suspect I cannot request another.,   Even if I could the registration page does not allow me to change it.

  • Hi,

    the only way to change a serial number on an existing installation is a fresh installation.

    Network protection page shows my registered device. The issue being which email address did you use to create the account with on my sophos and that is where you will find your licence.


    V18.5.x - e3-1225v5 6gb ram with 4 ports - 20w. 
    If a post solves your question use the 'This helped me' link.
  • I used the same e-mail to login as I used to register for the serial number, and is the same e-mail address the serial number was sent to.  Going to "network protection" showed NOT devices registered.  I registered the device there, and it shows all the features as "evaluating".    When I go back to the "show devices" menu.  it shows it as "Product Type: UTM" and "Model: SFV4C6-HU"

    I then tried to log into the admin portal of my XG.  It again asked me to register, and again just spun the pinwheel for a wile.  When I chose "Skip registration for now", the firewall stopped passing traffic.  I had to put my previous router in place to type this response.

  • Basically you are advising there is a network issue that is stopping the XG from communicating with the Sophos registration server. Does your ISP have MAC address locking in place?


    V18.5.x - e3-1225v5 6gb ram with 4 ports - 20w. 
    If a post solves your question use the 'This helped me' link.
  • No I am not.  There is no error message at all, so I cannot say that.  Is the ISp was someone blocking that MAC address, wouldn't diagnostic pings from the admin interface fail, and wouldn't basic web surfing fail?

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