This discussion has been locked.
You can no longer post new replies to this discussion. If you have a question you can start a new discussion

Cannot register with Sophos Central

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



This thread was automatically locked due to age.
Parents
  • 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.

  • 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.
    

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

    __________________________________________________________________________________________________________________

  • 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#
    

  • What about nslookup utm.cloud.sophos.com 8.8.8.8 

    Does this work? 

    __________________________________________________________________________________________________________________

  • 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
    

  • Could you change your DNS Server in SFOS to something else and try again? 

    __________________________________________________________________________________________________________________

  • Same result after changing DNS to obtain from PPPoE

  • This is related to pppoe connection. When I configure port3 as wan port from other isp, and set pppoe gw as backup I can register with sophos central and also run nslookup command 

  • Hi Carlo 

    Please set static DNS 8.8.8.8, 1.1.1.1 and 4.2.2.2 and try again to resolve the DNS on Sophos XG and share the output again : 

    All the DNS set should be able to resolved the domain

    Thanks 

    "Sophos Partner: InfrassistTechnologies Pvt Ltd".

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

  • I can resolve from GUI but not from shell

Reply Children
No Data