New Sophos Support Phone Numbers in Effect July 1st, 2023

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Cannot register with Sophos Central

Carlo

Hi,

after I changed port type from dhcp (using firewall behind ips router) to pppoe (using fw to establish connection). I cannot register with Sophos Central using email and OTP or enable Red service.  Internet works but quite slow (will open another thread for this)

I have Sophos account, and that firewall was allready added and deleted from portal because after pppoe and public ip change it cannot communicate with Sophos Central

Please help.

Carlo



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  • +1

    Hello ,

    Thank you for reaching out to the community, you can follow the following steps via CLI Menu > Press 5 for the device management > Press 3 for advance shell: 

    >  To find out the status: central-register --status  
    >  To de-register: central-register --unregister

    And then try to re-register the appliance with the Sophos Central with the following KBA - https://docs.sophos.com/nsg/sophos-firewall/19.0/Help/en-us/webhelp/onlinehelp/AdministratorHelp/SophosCentral/HowToArticles/CentralRegisterOTP/index.html

    Thanks & Regards,
    _______________________________________________________________

    Vivek Jagad | Team Lead, Global Support & Services 

    Log a Support Case | Sophos Service Guide
    Best Practices – Support Case


    Sophos Community | Product Documentation | Sophos Techvids | SMS
    If a post solves your question please use the 'Verify Answer' button.

  • 0 in reply to Vivek Jagad 

    XGS2100_RL01_SFOS 19.0.0 GA-Build317# central-register --register -u username -p password
Use of uninitialized value in concatenation (.) or string at /lib32/perl/site_perl/5.20.1/SFOS/Common/Central/API.pm line 82.
{"message":"The operation timed out, please try again later.","error":"ETIMEOUT"}
{"error":"EAGAIN","message":"Temporary error while accessing Sophos Central or Sophos Central indentity could not be verified."}
XGS2100_RL01_SFOS 19.0.0 GA-Build317#

    Logs

    LWP::Protocol::https::Socket: Bad hostname 'utm.cloud.sophos.com' at /lib32/perl/site_perl/5.20.1/LWP/Protocol/http.pm line 47.

2022-07-23 15:55:26Z INFO API.pm[3334]:120 SFOS::Common::Central::API::send_request - HTTP::Request failed due to a SSL verification error
2022-07-23 15:55:26Z INFO central-register[3334]:180 main::_register - Connecting to Sophos Central HUB [https://utm.cloud.sophos.com/api/utm] failed for the 2 time. Retry in a second.
2022-07-23 15:55:37Z ERROR Tools.pm[3334]:97 SFOS::Common::Central::Tools::report_status - ETIMEOUT: The operation timed out, please try again later.
2022-07-23 15:55:37Z DEBUG API.pm[3334]:113 SFOS::Common::Central::API::send_request - HTTP code: [500]
2022-07-23 15:55:37Z WARN API.pm[3334]:119 SFOS::Common::Central::API::send_request - 500 Can't connect to utm.cloud.sophos.com:443 (Bad hostname)
Content-Type: text/plain
Client-Date: Sat, 23 Jul 2022 15:55:37 GMT
Client-Warning: Internal response

Can't connect to utm.cloud.sophos.com:443 (Bad hostname)

LWP::Protocol::https::Socket: Bad hostname 'utm.cloud.sophos.com' at /lib32/perl/site_perl/5.20.1/LWP/Protocol/http.pm line 47.

2022-07-23 15:55:37Z INFO API.pm[3334]:120 SFOS::Common::Central::API::send_request - HTTP::Request failed due to a SSL verification error
2022-07-23 15:55:37Z INFO central-register[3334]:185 main::_register - Connecting to Sophos Central HUB [https://utm.cloud.sophos.com/api/utm] failed 3 times. Exiting
2022-07-23 15:55:37Z ERROR Tools.pm[3334]:97 SFOS::Common::Central::Tools::report_status - EAGAIN: Temporary error while accessing Sophos Central or Sophos Central indentity could not be verified.

  • 0 in reply to Carlo

    Hi Carlo

    Can you share the current status of SSL/TLS Inspection rule configured on firewall ?

    Please go to PROTECT -->Rules and Policies --->SSL/TLS Inspection rules

    Please disable the SSL/TLS  Inspection rule and check whether Sophos Central registration is working or not and turn it ON back : 

     

    Thanks 

    "Sophos Partner: Infrassist Technologies Pvt Ltd".

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

  • 0 in reply to Bharat J

    The problem is still there after disabling SSL inspection

  • 0 in reply to Carlo

    DPI should not be in the mix for this issue.

    Try: $ openssl s_client -showcerts -connect utm.cloud.sophos.com:443

    __________________________________________________________________________________________________________________

  • 0 in reply to LuCar Toni 

    XGS2100_RL01_SFOS 19.0.0 GA-Build317# openssl s_client -showcerts -connect utm.cloud.sophos.com:443
4154472192:error:2008F002:BIO routines:BIO_lookup_ex:system lib:crypto/bio/b_addr.c:730:Temporary failure in name resolution
connect:errno=11

  • 0 in reply to Carlo

    Interesting enough, does a nslookup work? It seems like the sub system is not able to successfully resolve this IP. 

    __________________________________________________________________________________________________________________

  • 0 in reply to LuCar Toni 

    XGS2100_RL01_SFOS 19.0.0 GA-Build317# nslookup utm.cloud.sophos.com
;; connection timed out; no servers could be reached

XGS2100_RL01_SFOS 19.0.0 GA-Build317#

  • 0 in reply to Carlo

    What about nslookup utm.cloud.sophos.com 8.8.8.8 

    Does this work? 

    __________________________________________________________________________________________________________________

  • 0 in reply to LuCar Toni

    Yes. 

    XGS2100_RL01_SFOS 19.0.0 GA-Build317# nslookup utm.cloud.sophos.com 8.8.8.8
Domain Name Server#  8.8.8.8
Domain Name       #  utm.cloud.sophos.com
Resolved Address 1#  hub-nsg-cloudhub-eu-west-1.prod.hydra.sophos.com.
Resolved Address 1#  hub-spinnaker-278430500.eu-west-1.elb.amazonaws.com.
Resolved Address 1#  34.243.182.71
Resolved Address 2#  52.17.171.245
Resolved Address 3#  54.77.73.158
Total query time  #  104.72 msec

Reply
  • 0 in reply to LuCar Toni

    Yes. 

    XGS2100_RL01_SFOS 19.0.0 GA-Build317# nslookup utm.cloud.sophos.com 8.8.8.8
Domain Name Server#  8.8.8.8
Domain Name       #  utm.cloud.sophos.com
Resolved Address 1#  hub-nsg-cloudhub-eu-west-1.prod.hydra.sophos.com.
Resolved Address 1#  hub-spinnaker-278430500.eu-west-1.elb.amazonaws.com.
Resolved Address 1#  34.243.182.71
Resolved Address 2#  52.17.171.245
Resolved Address 3#  54.77.73.158
Total query time  #  104.72 msec

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