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No upgrades available

Hi,

I realise this has been asked before, but all the responses I've read don't appear to match my issues.

My XG is currently on SFOS 18.0.4 MR-4

Going to System > Backup & Firmware > Check for new firmware results in the message:

"No upgrades available".

I know several updates have been released and I am sure, in the past, It's listed them all and I have been able to choose which one to apply.

Tailing /log/u2d.log shows:

DEBUG     Dec 08 11:55:51 [5364]: --serial = C02001WKFRGWTB2
DEBUG     Dec 08 11:55:51 [5364]: --deviceid = e1ae31c1-f1a7-4d2b-bd8a-224af786f28e
DEBUG     Dec 08 11:55:51 [5364]: --fwversion = 18.0.4.506
DEBUG     Dec 08 11:55:51 [5364]: --productcode = CN
DEBUG     Dec 08 11:55:51 [5364]: --model = SF01V
DEBUG     Dec 08 11:55:51 [5364]: --vendor = SO01
DEBUG     Dec 08 11:55:51 [5364]: --oem = Sophos
DEBUG     Dec 08 11:55:51 [5364]: --server = u2d.sophos.com
DEBUG     Dec 08 11:55:51 [5364]: --port = 443
DEBUG     Dec 08 11:55:51 [5364]: Added new server : Host - u2d.sophos.com, Port - 443
DEBUG     Dec 08 11:55:51 [5364]: --u2d_proto = 1.50
DEBUG     Dec 08 11:55:51 [5364]: Final query string is :
?&serialkey=C02001WKFRGWTB2&deviceid=e1ae31c1-f1a7-4d2b-bd8a-224af786f28e&fwversion=18.0.4.506&productcode=CN&appmodel=SF01V&appvendor=SO01&useragent=SF&oem=Sophos&u2d_proto=1.50
DEBUG     Dec 08 11:55:51 [5364]: Response code : 200
DEBUG     Dec 08 11:55:51 [5364]: Response body :
<Up2Date/>

DEBUG     Dec 08 11:55:51 [5364]: Response length : 11

I can reach https://u2d.sophos.com from my network.

My device is not connected to Sophos Cloud - because I can't log in, yet I can log into this forum.

Any ideas about what is going wrong?

T.I.A.



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Parents
  • Hi,

    please edit your post to remove your Licence.

    Do you have licence on CM?

    Also you can log onto the licensing portal and download a copy.

    Ian

    XG115W - v19 GA - Home

    1225v5 6gb ram, SSID, 4 NICs 20w - v19 EAP - on holiday.

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

  • Hi @rfcat_vk,

    Thank you for your reply.

    I don't see a license in my post. The serial key and device ID are not my real values.

    I am not sure what "CM" is.

    I can't log into the license portal for the account registered in XG. I changed my email address some time ago and it appears this was an account I forgot to change over. I am Number 2 in the queue to chat to someone in support in the hope that they can either change my email address or change register my license under a different account.

    It would make sense that this is part of the reason why I am not seeing any downloads although I didn't think the Home license expired and the licenses in the appliance admin portal doesn't expire until 2999 - long after I will have departed this world!

    Thank you.

  • Hi,

    CM is Central Management, it is free. The free version only holds 7 days of data and does not have report exporting functions. I suspect you will have to ask one of the Sophos forum support staff to arrange for your licence email address to be changed.

    You can create a CM account with a different email address and then register your XG in it.

    In XG terms licence and serial number are the same thing. There is a serial number in the screen shot you originally posted, looks real to me.

    Ian

    XG115W - v19 GA - Home

    1225v5 6gb ram, SSID, 4 NICs 20w - v19 EAP - on holiday.

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

  • Thank you . I'll give CM a go, although it looks like I'll need to build a new VM anyway, so I might as well create a new account under the correct email. Sophos support did say they would change my email address, but that was two days ago. It's my mistake and free, so I'm not complaining.

    I tweaked a few characters in the serial number so it still lookes like one.

Reply
  • Thank you . I'll give CM a go, although it looks like I'll need to build a new VM anyway, so I might as well create a new account under the correct email. Sophos support did say they would change my email address, but that was two days ago. It's my mistake and free, so I'm not complaining.

    I tweaked a few characters in the serial number so it still lookes like one.

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