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Problem with subscription XGS136 urgent

Last Thursday I installed a new XGS136 to replace the previous XG135. As far as I could tell, everything went without a hitch. Unfortunately, something is not working properly with the licensing. I can't get a subscription activated.

We use Xstream Protection bundle with email protection and web server protection. Our location is Germany. The firmware used is SFOS 19.0.0 GA-Build317.

The registration went smoothly and adding the licences did not cause any errors. Unfortunately, the subscriptions could not be set to active via synchronisation.
The device is displayed correctly in the "mySophos" portal but the licences are all set to "pending". This status did not change even after one day. I opened a ticket with the dealer. He said that Sophos can see the licences as activated. However, if I click on "synchronise", the firewall reports a successful connection to the server but the licences are not activated.

I also noticed the following. When I log on to mySophos, I end up on a German-language server and the licences are marked as "pending". If I click on the firewall under System -> Administration -> Activate licences on Evaluations, I am directed to an English-language server and all licences are marked as active there.

It seems to me that Sophos has a synchronisation problem. Unfortunately, I don't know what to do. Currently, only the packet filter is running and I urgently need help.

best regards
Ronald



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Parents Reply
  • Sophos Sales can start a Trial for this short period of time to cover your time.

    The other solution would be to cancle the order and get a new license, but this seems to be much more complicated. 

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Children
  • My dealer has just contacted me and told me that Sophos cannot issue a trial licence. Here is the statement from Sophos:
    "we cannot issue an eval for this case. It is not possible because there is already a license activated for this serial number. "

    This is a bad joke. This is how customers are left standing? Is that really how it is, Sophos?

  • No that is not correct. Sophos can book a Trial on any existing Firewall Appliances. This statement is correct for Central. There you cannot start a trial for such scenario. Maybe there was a misunderstanding. 

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  • Short update: I contacted Sales-Sophos yesterday and asked for a trail licence. Yesterday evening, my dealer contacted me and told me that Sophos had issued the trail licence. The XGS136 is now cleanly licensed and everything is working fine.

    Many thanks to both of you. Many thanks also to Sophos.