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Home XG Licensing Issue - Features Deactivated

ChaseHansen

Today I noticed a few features on my XG are disabled. Reviewing the Licensing page I see a bunch of features listed as Deactivated.

Not sure where to go from here. I see others have just reloaded but would like to avoid that if at all possible.

 

INFO      Nov 15 16:17:49 [4154103360]: --requestType = 2
INFO      Nov 15 16:17:49 [4154103360]: --lastCheckCode = 7178caa4-ba64-428e-b0c1-8da2b5f74417
INFO      Nov 15 16:17:49 [4154103360]: --cert = /content/licensing/lic_csr.pem
INFO      Nov 15 16:17:49 [4154103360]: --token = Token-Id:REMOVED
INFO      Nov 15 16:17:49 [4154103360]: --key = /content/licensing/lic_csr.key
INFO      Nov 15 16:17:49 [4154103360]: URL : https://eu-prod-utm.soa.sophos.com/api/device/2/license
INFO      Nov 15 16:17:56 [4154103360]: response : {"errorCode":"ITSERVICELAYER_CLIENT_AUTHENTICATION_ERROR","message":"Authentication failed","statusCode":403,"trackingId":"9bcab67b-4cc5-489e-a180-8b75201d6c6c"}
ERROR     Nov 15 16:17:56 [4154103360]: license_check failed : Authentication failed
ERROR     Nov 15 16:17:56 [4154103360]: licensing_do_licensecheck() :parsing response failed...
####################################################
generate certificate signing request (CSR)  Mon Nov 15 16:17:56 EST 2021


Mon Nov 15 16:17:57 EST 2021 certificate signing request generated with status :: 0


####################################################
INFO      Nov 15 16:17:57 [4154107456]: --requestType = 4
INFO      Nov 15 16:17:57 [4154107456]: --serial = REMOVED
INFO      Nov 15 16:17:57 [4154107456]: --deviceid = REMOVED
INFO      Nov 15 16:17:57 [4154107456]: --cert = /_conf/certificate/licensing/mfgr_vendor_SO.pem
INFO      Nov 15 16:17:57 [4154107456]: --key = /_conf/certificate/licensing/mfgr_vendor_SO.key
INFO      Nov 15 16:17:57 [4154107456]: URL : https://eu-prod-csr.soa.sophos.com/api/certificate/1/signing
INFO      Nov 15 16:17:57 [4154107456]: certificate_signing_request() : request : { "serialNumber":"REMOVED", "deviceId":"REMOVED", "certificateSigningRequest":"-----BEGIN CERTIFICATE REQUEST-----
REMOVED
-----END CERTIFICATE REQUEST-----
"}
INFO      Nov 15 16:17:58 [4154107456]: certificate_signing_request() : response : {"errorCode":"ITSERVICELAYER_DEVICE_NOTFOUND_ERROR","message":"Device not found","statusCode":404,"trackingId":"16a1a0cf-72c1-4e86-be95-0b5c7a57cdd5"}

ERROR     Nov 15 16:17:58 [4154107456]: Certificate signing Failed : Device not found...:(
ERROR     Nov 15 16:17:58 [4154107456]: certificate signing request() : parsing failed...



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  • 0

    Think I figured this out, saw in another post where the same license used on two devices can result in this kind of error. I think thats what I have going on. I have two devices and they both share the same serial. Sadly I dont even use/need the other device just never powered it down. Wondering if there is a way for Sophos to fix in the backend?

  • 0 in reply to ChaseHansen

    Just power the other one off, then go to the registration page and trigger a fresh registration. Sophos will not fix the issue for home licence, you can try the refresh registration or backup and re-install to overcome the issue.

    Ian

    XG115W - v20.0.3 MR-3 - Home

    XG on VM 8 - v21 GA

    If a post solves your question please use the 'Verify Answer' button.

  • 0 in reply to rfcat_vk

    powered other one off and then tried to sync the license on the right one, no luck. 

  • 0 in reply to ChaseHansen

    You can activaly overwrite your license with your mySophos Account. And this will result in this behavior. If you register your SN a second time, it will overwirte your device ID and the first device will be removed. That is what is going on here. 

    I would recommend to fix this by reinstalling this device and once again register it, as the SN is hard coded. 

    Do a Backup / restore. 

    __________________________________________________________________________________________________________________

  • 0 in reply to LuCar Toni

    ah bummer. is there any way do reset something now that the second device is off that doesn't involve a reinstall/restore?

  • 0 in reply to ChaseHansen

    You could try a factory reset, but i am not aware, if this will restore the licensing process. There are certain ways to reuse the installation, but i cannot remember them right now. The fastes way would be a reinstallation with backup/restore. 

    __________________________________________________________________________________________________________________

  • 0 in reply to LuCar Toni

    I dont have easy access to the firewall, my home lab got a little out of control so i moved it to a cheap colo but they dont have remote hands or anything like that.

    thanks for the help. will try to figure out something.

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