Important note about SSL VPN compatibility for 20.0 MR1 with EoL SFOS versions and UTM9 OS. Learn more in the release notes.

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XGS 87 - can't install Firmware on second slot

PCPCH

Hello,

I have a problem with a XGS87. I can't make an update of the Firmware - not with integrated updater and also not manual with the downloaded Firmware. I'm getting the following error: "New firmware could not be uploaded. Please refer to online help for possible reasons"

The problem is: the second slot look like its empty - see attached screenshot. How can I resolve this problem?



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  • 0

    Hello  ,

    Thank you for reaching out to the community, may we know which file you are trying to upload? Just ensure it is HW and not SW.
    https://download.sophos.com/firmware/HW/HW-19.5.1_MR-1.SF300-278.sig

    Thanks & Regards,
    _______________________________________________________________

    Vivek Jagad | Team Lead, Technical Support, Global Customer Experience

    Log a Support Case | Sophos Service Guide
    Best Practices – Support Case  | Security Advisories 
    Compare Sophos next-gen Firewall | Fortune Favors the prepared
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    If a post solves your question please use the 'Verify Answer' button.

  • 0 in reply to Vivek Jagad

    I tried HW-19.5.1_MR-1.SF310-278.sig

  • 0 in reply to PCPCH

    Hi  ,

    first upgrade your 18.5 EAP1 build to 18.5 GA build and then upgrade it to 19.5.1 - maybe you have to upgrade 19.0 first and then to 19.5.

    _______________________________________________________

    Sophos SG 210 with Sophos XG Home - 20.0 MR 1

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

  • 0 in reply to PCPCH

    Yes as suggested  
    Please find the firmware list here - https://download.sophos.com/firmware/HW/index.html

    Thanks & Regards,
    _______________________________________________________________

    Vivek Jagad | Team Lead, Technical Support, Global Customer Experience

    Log a Support Case | Sophos Service Guide
    Best Practices – Support Case  | Security Advisories 
    Compare Sophos next-gen Firewall | Fortune Favors the prepared
    Sophos Community | Product Documentation | Sophos Techvids | SMS
    If a post solves your question please use the 'Verify Answer' button.

  • 0 in reply to Thomas_XG

    May you post a link to the download for the 18.5 GA?

  • 0 in reply to PCPCH

    Hey  the above shared link contains all the firmware, open the link and click on HW-18.5.0_GA.SF300-264.sig

    Thanks & Regards,
    _______________________________________________________________

    Vivek Jagad | Team Lead, Technical Support, Global Customer Experience

    Log a Support Case | Sophos Service Guide
    Best Practices – Support Case  | Security Advisories 
    Compare Sophos next-gen Firewall | Fortune Favors the prepared
    Sophos Community | Product Documentation | Sophos Techvids | SMS
    If a post solves your question please use the 'Verify Answer' button.

  • 0 in reply to PCPCH

    I've tried to upgrade to 18.5 GA... Same error.

  • 0 in reply to PCPCH

    Can you ensure if the patterns are up2date under the pattern updates, and also under the system services > services, stop the IPS services, and try again. 

    Also check the u2d.log under the advance shell - KBA 
    Share the output of the suspicious logs here 

    Thanks & Regards,
    _______________________________________________________________

    Vivek Jagad | Team Lead, Technical Support, Global Customer Experience

    Log a Support Case | Sophos Service Guide
    Best Practices – Support Case  | Security Advisories 
    Compare Sophos next-gen Firewall | Fortune Favors the prepared
    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

    Update still don't work.

    Pattern are up2date - except Geoip ip2country DB is failed.

    u2d.log:

    Wed Mar 15 12:33:37 2023 init: Current up2date schema 15 for module atp present in public.tblup2dateinfo, updating...
    Wed Mar 15 12:33:37 2023 init: Previous versions for atp were cv=1.00, version=1.0.0399
    Wed Mar 15 12:33:37 2023 init: Succesfully updated atp details for up2date schema 15 in public.tblup2dateinfo.
    Wed Mar 15 12:33:37 2023 init: /content/atp is already pointing to correct /content/atp_1.00/1.0.0399
    Wed Mar 15 12:33:37 2023 init: Current up2date schema 15 for module savi present in public.tblup2dateinfo, updating...
    Wed Mar 15 12:33:37 2023 init: Previous versions for savi were cv=1.00, version=1.0.18022
    Wed Mar 15 12:33:37 2023 init: Succesfully updated savi details for up2date schema 15 in public.tblup2dateinfo.
    Wed Mar 15 12:33:37 2023 init: /content/savi_new is already pointing to correct /content/savi_1.00/1.0.18022
    Wed Mar 15 12:33:37 2023 init: Current up2date schema 15 for module ips present in public.tblup2dateinfo, updating...
    Wed Mar 15 12:33:37 2023 init: Previous versions for ips were cv=16.0, version=18.19.43
    Wed Mar 15 12:33:37 2023 init: Succesfully updated ips details for up2date schema 15 in public.tblup2dateinfo.
    Wed Mar 15 12:33:37 2023 init: /content/ips is already pointing to correct /content/ips_16.0/18.19.43
    Wed Mar 15 12:33:37 2023 init: Current up2date schema 15 for module apfw present in public.tblup2dateinfo, updating...
    Wed Mar 15 12:33:37 2023 init: Previous versions for apfw were cv=1.00, version=11.0.017
    Wed Mar 15 12:33:38 2023 init: Succesfully updated apfw details for up2date schema 15 in public.tblup2dateinfo.
    Wed Mar 15 12:33:38 2023 init: /content/apfw is already pointing to correct /content/apfw_1.00/11.0.017
    Wed Mar 15 12:33:38 2023 init: Current up2date schema 15 for module sslvpn present in public.tblup2dateinfo, updating...
    Wed Mar 15 12:33:38 2023 init: Previous versions for sslvpn were cv=1.01, version=1.0.008
    Wed Mar 15 12:33:38 2023 init: Succesfully updated sslvpn details for up2date schema 15 in public.tblup2dateinfo.
    Wed Mar 15 12:33:38 2023 init: /content/sslvpn is already pointing to correct /content/sslvpn_1.01/1.0.008
    Wed Mar 15 12:33:38 2023 init: Current up2date schema 15 for module client_auth present in public.tblup2dateinfo, updating...
    Wed Mar 15 12:33:38 2023 init: Previous versions for client_auth were cv=2.00, version=1.0.0020
    Wed Mar 15 12:33:38 2023 init: Succesfully updated client_auth details for up2date schema 15 in public.tblup2dateinfo.
    Wed Mar 15 12:33:38 2023 init: /content/client_auth is already pointing to correct /content/client_auth_2.00/1.0.0020
    Wed Mar 15 12:33:38 2023 init: Current up2date schema 15 for module redfw present in public.tblup2dateinfo, updating...
    Wed Mar 15 12:33:38 2023 init: Previous versions for redfw were cv=2.00, version=3.0.007
    Wed Mar 15 12:33:38 2023 init: Succesfully updated redfw details for up2date schema 15 in public.tblup2dateinfo.
    Wed Mar 15 12:33:38 2023 init: /content/redfw is already pointing to correct /content/redfw_2.00/3.0.007
    Wed Mar 15 12:33:39 2023 init: Current up2date schema 15 for module ipsec present in public.tblup2dateinfo, updating...
    Wed Mar 15 12:33:39 2023 init: Previous versions for ipsec were cv=1.00, version=2.2.000
    Wed Mar 15 12:33:39 2023 init: Succesfully updated ipsec details for up2date schema 15 in public.tblup2dateinfo.
    Wed Mar 15 12:33:39 2023 init: /content/ipsec is already pointing to correct /content/ipsec_1.00/2.2.000
    Wed Mar 15 12:33:39 2023 init: Current up2date schema 15 for module geoip present in public.tblup2dateinfo, updating...
    Wed Mar 15 12:33:39 2023 init: Previous versions for geoip were cv=1.00, version=2.0.009
    Wed Mar 15 12:33:39 2023 init: Succesfully updated geoip details for up2date schema 15 in public.tblup2dateinfo.
    Wed Mar 15 12:33:39 2023 init: /content/geoip is already pointing to correct /content/geoip_1.00/2.0.009
    DEBUG Mar 15 12:35:24 [5744]: --serial = X0XXXXXXXXXXX652
    DEBUG Mar 15 12:35:24 [5744]: --deviceid = 20XXXXXXXXXXXXXXXXXXXXXXXXXXXXXX0f
    DEBUG Mar 15 12:35:24 [5744]: --fwversion = 18.5.0.236
    DEBUG Mar 15 12:35:24 [5744]: --productcode = CN
    DEBUG Mar 15 12:35:24 [5744]: --model = XGS87
    DEBUG Mar 15 12:35:24 [5744]: --vendor = SN01
    DEBUG Mar 15 12:35:24 [5744]: --pkg_ips_version = 18.19.43
    DEBUG Mar 15 12:35:24 [5744]: --pkg_ips_cv = 16.0
    DEBUG Mar 15 12:35:24 [5744]: --pkg_atp_version = 1.0.0399
    DEBUG Mar 15 12:35:24 [5744]: --pkg_atp_cv = 1.00
    DEBUG Mar 15 12:35:24 [5744]: --pkg_savi_version = 1.0.0
    DEBUG Mar 15 12:35:24 [5744]: --pkg_savi_cv = 1.00
    DEBUG Mar 15 12:35:24 [5744]: --pkg_apfw_version = 11.0.017
    DEBUG Mar 15 12:35:24 [5744]: --pkg_apfw_cv = 1.00
    DEBUG Mar 15 12:35:24 [5744]: --pkg_sslvpn_version = 1.0.008
    DEBUG Mar 15 12:35:24 [5744]: --pkg_sslvpn_cv = 1.01
    DEBUG Mar 15 12:35:24 [5744]: --pkg_ipsec_version = 2.2.000
    DEBUG Mar 15 12:35:24 [5744]: --pkg_ipsec_cv = 1.00
    DEBUG Mar 15 12:35:24 [5744]: --pkg_geoip_version = 2.0.009
    DEBUG Mar 15 12:35:24 [5744]: --pkg_geoip_cv = 1.00
    DEBUG Mar 15 12:35:24 [5744]: --pkg_clientauth_version = 1.0.0020
    DEBUG Mar 15 12:35:24 [5744]: --pkg_clientauth_cv = 2.00
    DEBUG Mar 15 12:35:24 [5744]: --pkg_redfw_version = 3.0.007
    DEBUG Mar 15 12:35:24 [5744]: --pkg_redfw_cv = 2.00
    DEBUG Mar 15 12:35:24 [5744]: --oem = Sophos
    DEBUG Mar 15 12:35:24 [5744]: --server = u2d.sophos.com
    DEBUG Mar 15 12:35:24 [5744]: --port = 443
    DEBUG Mar 15 12:35:24 [5744]: Added new server : Host - u2d.sophos.com, Port - 443
    DEBUG Mar 15 12:35:24 [5744]: Final query string is :
    ?&serialkey=X0XXXXXXXXXXX652&deviceid=20XXXXXXXXXXXXXXXXXXXXXXXXXXXXXX0f&fwversion=18.5.0.236&productcode=CN&appmodel=XGS87&appvendor=SN01&useragent=SF&oem=Sophos&pkg_ips_version=18.19.43&pkg_ips_cv=16.0&pkg_atp_version=1.0.0399&pkg_atp_cv=1.00&pkg_savi_version=1.0.0&pkg_savi_patch=2&pkg_savi_cv=1.00&pkg_geoip_version=2.0.009&pkg_geoip_cv=1.00&pkg_clientauth_version=1.0.0020&pkg_clientauth_cv=2.00&pkg_apfw_version=11.0.017&pkg_apfw_cv=1.00&pkg_redfw_version=3.0.007&pkg_redfw_cv=2.00&pkg_sslvpn_version=1.0.008&pkg_sslvpn_cv=1.01&pkg_ipsec_version=2.2.000&pkg_ipsec_cv=1.00
    DEBUG Mar 15 12:35:26 [5744]: Response code : 200
    DEBUG Mar 15 12:35:26 [5744]: Response body :
    <Up2Date>
    <Package u2dtype="firmware" requiresMandatoryUpdate="1">
    <File name="HW-19.5.1_MR-1.SF310-278.sig">
    <location>xg-up2date-firmwares.sophosupd.com/.../location>
    <version>SFOS 19.5.1 MR1-Build278</version>
    <fwversion>19.5.1.278</fwversion>
    <appmodel>XGS87</appmodel>
    <appvendor>SN01</appvendor>
    <productcode>CN</productcode>
    <size>603178623</size>
    <md5sum>3f58bf3fa8b9f55117b2037815418e8c</md5sum>
    <release>GA</release>
    <releasenotes>xg-up2date-firmwares.sophosupd.com/.../releasenotes>
    <message>Sophos Firewall MR Release</message>
    <releasedate>2023-02-15</releasedate>
    </File>
    <File name="HW-19.0.2_MR-2.SF310-472.sig">
    <location>xg-up2date-firmwares.sophosupd.com/.../location>
    <version>SFOS 19.0.2 MR2-Build472</version>
    <fwversion>19.0.2.472</fwversion>
    <appmodel>XGS87</appmodel>
    <appvendor>SN01</appvendor>
    <productcode>CN</productcode>
    <size>585020232</size>
    <md5sum>10bd293a4214cf6bc28778893a8c6f71</md5sum>
    <release>MR</release>
    <releasenotes>xg-up2date-firmwares.sophosupd.com/.../releasenotes>
    <message>Sophos Firewall MR Release</message>
    <releasedate>2023-01-23</releasedate>
    </File>
    </Package>
    </Up2Date>

    DEBUG Mar 15 12:35:26 [5744]: Response length : 1443
    DEBUG Mar 15 12:35:26 [5744]: Received requiresMandatoryUpdate = 1
    DEBUG Mar 15 12:35:26 [5744]: Received name : HW-19.5.1_MR-1.SF310-278.sig
    DEBUG Mar 15 12:35:26 [5744]: Received location : xg-up2date-firmwares.sophosupd.com/.../HW-19.5.1_MR-1.SF310-278.sig
    DEBUG Mar 15 12:35:26 [5744]: Received version : SFOS 19.5.1 MR1-Build278
    DEBUG Mar 15 12:35:26 [5744]: Received fwversion : 19.5.1.278
    DEBUG Mar 15 12:35:26 [5744]: Received appmodel : XGS87
    DEBUG Mar 15 12:35:26 [5744]: Received appvendor : SN01
    DEBUG Mar 15 12:35:26 [5744]: Received productcode : CN
    DEBUG Mar 15 12:35:26 [5744]: Received size : 603178623
    DEBUG Mar 15 12:35:26 [5744]: Received md5sum : 3f58bf3fa8b9f55117b2037815418e8c
    DEBUG Mar 15 12:35:26 [5744]: Received release : GA
    DEBUG Mar 15 12:35:26 [5744]: Received releasenotes : xg-up2date-firmwares.sophosupd.com/.../19.5.1.278.releasenotes
    DEBUG Mar 15 12:35:26 [5744]: Received message : Sophos Firewall MR Release
    DEBUG Mar 15 12:35:26 [5744]: Received releasedate : 2023-02-15
    DEBUG Mar 15 12:35:26 [5744]: Received name : HW-19.0.2_MR-2.SF310-472.sig
    DEBUG Mar 15 12:35:26 [5744]: Received location : xg-up2date-firmwares.sophosupd.com/.../HW-19.0.2_MR-2.SF310-472.sig
    DEBUG Mar 15 12:35:26 [5744]: Received version : SFOS 19.0.2 MR2-Build472
    DEBUG Mar 15 12:35:26 [5744]: Received fwversion : 19.0.2.472
    DEBUG Mar 15 12:35:26 [5744]: Received appmodel : XGS87
    DEBUG Mar 15 12:35:26 [5744]: Received appvendor : SN01
    DEBUG Mar 15 12:35:26 [5744]: Received productcode : CN
    DEBUG Mar 15 12:35:26 [5744]: Received size : 585020232
    DEBUG Mar 15 12:35:26 [5744]: Received md5sum : 10bd293a4214cf6bc28778893a8c6f71
    DEBUG Mar 15 12:35:26 [5744]: Received release : MR
    DEBUG Mar 15 12:35:26 [5744]: Received releasenotes : xg-up2date-firmwares.sophosupd.com/.../19.0.2.472.releasenotes
    DEBUG Mar 15 12:35:26 [5744]: Received message : Sophos Firewall MR Release
    DEBUG Mar 15 12:35:26 [5744]: Received releasedate : 2023-01-23
    DEBUG Mar 15 12:45:11 [11303]: --serial = X0XXXXXXXXXXX652
    DEBUG Mar 15 12:45:11 [11303]: --deviceid = 20XXXXXXXXXXXXXXXXXXXXXXXXXXXXXX0f
    DEBUG Mar 15 12:45:11 [11303]: --fwversion = 18.5.0.236
    DEBUG Mar 15 12:45:11 [11303]: --productcode = CN
    DEBUG Mar 15 12:45:11 [11303]: --model = XGS87
    DEBUG Mar 15 12:45:11 [11303]: --vendor = SN01
    DEBUG Mar 15 12:45:11 [11303]: --pkg_sysupdate_version = 5
    DEBUG Mar 15 12:45:11 [11303]: --oem = Sophos
    DEBUG Mar 15 12:45:11 [11303]: --server = u2d.sophos.com
    DEBUG Mar 15 12:45:11 [11303]: --port = 443
    DEBUG Mar 15 12:45:11 [11303]: Added new server : Host - u2d.sophos.com, Port - 443
    DEBUG Mar 15 12:45:11 [11303]: Final query string is :
    ?&serialkey=X0XXXXXXXXXXX652&deviceid=20XXXXXXXXXXXXXXXXXXXXXXXXXXXXXX0f&fwversion=18.5.0.236&productcode=CN&appmodel=XGS87&appvendor=SN01&useragent=SF&oem=Sophos&pkg_sysupdate_version=5
    DEBUG Mar 15 12:45:13 [11303]: Response code : 200
    DEBUG Mar 15 12:45:13 [11303]: Response body :
    <Up2Date>
    <Package u2dtype="firmware" requiresMandatoryUpdate="1">
    <File name="HW-19.5.1_MR-1.SF310-278.sig">
    <location>xg-up2date-firmwares.sophosupd.com/.../location>
    <version>SFOS 19.5.1 MR1-Build278</version>
    <fwversion>19.5.1.278</fwversion>
    <appmodel>XGS87</appmodel>
    <appvendor>SN01</appvendor>
    <productcode>CN</productcode>
    <size>603178623</size>
    <md5sum>3f58bf3fa8b9f55117b2037815418e8c</md5sum>
    <release>GA</release>
    <releasenotes>xg-up2date-firmwares.sophosupd.com/.../releasenotes>
    <message>Sophos Firewall MR Release</message>
    <releasedate>2023-02-15</releasedate>
    </File>
    <File name="HW-19.0.2_MR-2.SF310-472.sig">
    <location>xg-up2date-firmwares.sophosupd.com/.../location>
    <version>SFOS 19.0.2 MR2-Build472</version>
    <fwversion>19.0.2.472</fwversion>
    <appmodel>XGS87</appmodel>
    <appvendor>SN01</appvendor>
    <productcode>CN</productcode>
    <size>585020232</size>
    <md5sum>10bd293a4214cf6bc28778893a8c6f71</md5sum>
    <release>MR</release>
    <releasenotes>xg-up2date-firmwares.sophosupd.com/.../releasenotes>
    <message>Sophos Firewall MR Release</message>
    <releasedate>2023-01-23</releasedate>
    </File>
    </Package>
    </Up2Date>

    DEBUG Mar 15 12:45:13 [11303]: Response length : 1443
    DEBUG Mar 15 12:45:13 [11303]: Received requiresMandatoryUpdate = 1
    DEBUG Mar 15 12:45:13 [11303]: Received name : HW-19.5.1_MR-1.SF310-278.sig
    DEBUG Mar 15 12:45:13 [11303]: Received location : xg-up2date-firmwares.sophosupd.com/.../HW-19.5.1_MR-1.SF310-278.sig
    DEBUG Mar 15 12:45:13 [11303]: Received version : SFOS 19.5.1 MR1-Build278
    DEBUG Mar 15 12:45:13 [11303]: Received fwversion : 19.5.1.278
    DEBUG Mar 15 12:45:13 [11303]: Received appmodel : XGS87
    DEBUG Mar 15 12:45:13 [11303]: Received appvendor : SN01
    DEBUG Mar 15 12:45:13 [11303]: Received productcode : CN
    DEBUG Mar 15 12:45:13 [11303]: Received size : 603178623
    DEBUG Mar 15 12:45:13 [11303]: Received md5sum : 3f58bf3fa8b9f55117b2037815418e8c
    DEBUG Mar 15 12:45:13 [11303]: Received release : GA
    DEBUG Mar 15 12:45:13 [11303]: Received releasenotes : xg-up2date-firmwares.sophosupd.com/.../19.5.1.278.releasenotes
    DEBUG Mar 15 12:45:13 [11303]: Received message : Sophos Firewall MR Release
    DEBUG Mar 15 12:45:13 [11303]: Received releasedate : 2023-02-15
    DEBUG Mar 15 12:45:13 [11303]: Received name : HW-19.0.2_MR-2.SF310-472.sig
    DEBUG Mar 15 12:45:13 [11303]: Received location : xg-up2date-firmwares.sophosupd.com/.../HW-19.0.2_MR-2.SF310-472.sig
    DEBUG Mar 15 12:45:13 [11303]: Received version : SFOS 19.0.2 MR2-Build472
    DEBUG Mar 15 12:45:13 [11303]: Received fwversion : 19.0.2.472
    DEBUG Mar 15 12:45:13 [11303]: Received appmodel : XGS87
    DEBUG Mar 15 12:45:13 [11303]: Received appvendor : SN01
    DEBUG Mar 15 12:45:13 [11303]: Received productcode : CN
    DEBUG Mar 15 12:45:13 [11303]: Received size : 585020232
    DEBUG Mar 15 12:45:13 [11303]: Received md5sum : 10bd293a4214cf6bc28778893a8c6f71
    DEBUG Mar 15 12:45:13 [11303]: Received release : MR
    DEBUG Mar 15 12:45:13 [11303]: Received releasenotes : xg-up2date-firmwares.sophosupd.com/.../19.0.2.472.releasenotes
    DEBUG Mar 15 12:45:13 [11303]: Received message : Sophos Firewall MR Release
    DEBUG Mar 15 12:45:13 [11303]: Received releasedate : 2023-01-23
    DEBUG Mar 15 13:01:17 [18556]: --serial = X0XXXXXXXXXXX652
    DEBUG Mar 15 13:01:17 [18556]: --deviceid = 20XXXXXXXXXXXXXXXXXXXXXXXXXXXXXX0f
    DEBUG Mar 15 13:01:17 [18556]: --fwversion = 18.5.0.236
    DEBUG Mar 15 13:01:17 [18556]: --productcode = CN
    DEBUG Mar 15 13:01:17 [18556]: --model = XGS87
    DEBUG Mar 15 13:01:17 [18556]: --vendor = SN01
    DEBUG Mar 15 13:01:17 [18556]: --pkg_sysupdate_version = 5
    DEBUG Mar 15 13:01:17 [18556]: Added new server : Host - eu-west-1.u2d.sophos.com., Port - 443
    DEBUG Mar 15 13:01:17 [18556]: Added new server : Host - us-west-2.u2d.sophos.com., Port - 443
    DEBUG Mar 15 13:01:17 [18556]: Added new server : Host - ap-northeast-1.u2d.sophos.com., Port - 443
    DEBUG Mar 15 13:01:17 [18556]: Final query string is :
    ?&serialkey=X0XXXXXXXXXXX652&deviceid=20XXXXXXXXXXXXXXXXXXXXXXXXXXXXXX0f&fwversion=18.5.0.236&productcode=CN&appmodel=XGS87&appvendor=SN01&useragent=SF&oem=&pkg_sysupdate_version=5
    DEBUG Mar 15 13:01:19 [18556]: Response code : 503
    DEBUG Mar 15 13:01:19 [18556]: Response body :
    <?xml version="1.0" encoding="iso-8859-1"?>
    <!DOCTYPE html PUBLIC "-//W3C//DTD XHTML 1.0 Transitional//EN"
    "">www.w3.org/.../xhtml1-transitional.dtd">
    <html xmlns="">http://www.w3.org/1999/xhtml" xml:lang="en" lang="en">
    <head>
    <title>503 Service Unavailable</title>
    </head>
    <body>
    <h1>503 Service Unavailable</h1>
    </body>
    </html>

    DEBUG Mar 15 13:01:19 [18556]: Response length : 361
    ERROR Mar 15 13:01:19 [18556]: Received invalid top level tag html, expecting Up2Date
    ERROR Mar 15 13:01:19 [18556]: FATAL : Error in parsing response, exiting.
    DEBUG Mar 15 13:15:13 [24218]: --serial = X0XXXXXXXXXXX652
    DEBUG Mar 15 13:15:13 [24218]: --deviceid = 20XXXXXXXXXXXXXXXXXXXXXXXXXXXXXX0f
    DEBUG Mar 15 13:15:13 [24218]: --fwversion = 18.5.0.236
    DEBUG Mar 15 13:15:13 [24218]: --productcode = CN
    DEBUG Mar 15 13:15:13 [24218]: --model = XGS87
    DEBUG Mar 15 13:15:13 [24218]: --vendor = SN01
    DEBUG Mar 15 13:15:13 [24218]: --pkg_sysupdate_version = 5
    DEBUG Mar 15 13:15:13 [24218]: --oem = Sophos
    DEBUG Mar 15 13:15:13 [24218]: --server = u2d.sophos.com
    DEBUG Mar 15 13:15:13 [24218]: --port = 443
    DEBUG Mar 15 13:15:13 [24218]: Added new server : Host - u2d.sophos.com, Port - 443
    DEBUG Mar 15 13:15:13 [24218]: Final query string is :
    ?&serialkey=X0XXXXXXXXXXX652&deviceid=20XXXXXXXXXXXXXXXXXXXXXXXXXXXXXX0f&fwversion=18.5.0.236&productcode=CN&appmodel=XGS87&appvendor=SN01&useragent=SF&oem=Sophos&pkg_sysupdate_version=5
    DEBUG Mar 15 13:15:14 [24218]: Response code : 200
    DEBUG Mar 15 13:15:14 [24218]: Response body :
    <Up2Date>
    <Package u2dtype="firmware" requiresMandatoryUpdate="1">
    <File name="HW-19.5.1_MR-1.SF310-278.sig">
    <location>xg-up2date-firmwares.sophosupd.com/.../location>
    <version>SFOS 19.5.1 MR1-Build278</version>
    <fwversion>19.5.1.278</fwversion>
    <appmodel>XGS87</appmodel>
    <appvendor>SN01</appvendor>
    <productcode>CN</productcode>
    <size>603178623</size>
    <md5sum>3f58bf3fa8b9f55117b2037815418e8c</md5sum>
    <release>GA</release>
    <releasenotes>xg-up2date-firmwares.sophosupd.com/.../releasenotes>
    <message>Sophos Firewall MR Release</message>
    <releasedate>2023-02-15</releasedate>
    </File>
    <File name="HW-19.0.2_MR-2.SF310-472.sig">
    <location>xg-up2date-firmwares.sophosupd.com/.../location>
    <version>SFOS 19.0.2 MR2-Build472</version>
    <fwversion>19.0.2.472</fwversion>
    <appmodel>XGS87</appmodel>
    <appvendor>SN01</appvendor>
    <productcode>CN</productcode>
    <size>585020232</size>
    <md5sum>10bd293a4214cf6bc28778893a8c6f71</md5sum>
    <release>MR</release>
    <releasenotes>xg-up2date-firmwares.sophosupd.com/.../releasenotes>
    <message>Sophos Firewall MR Release</message>
    <releasedate>2023-01-23</releasedate>
    </File>
    </Package>
    </Up2Date>

    DEBUG Mar 15 13:15:14 [24218]: Response length : 1443
    DEBUG Mar 15 13:15:14 [24218]: Received requiresMandatoryUpdate = 1
    DEBUG Mar 15 13:15:14 [24218]: Received name : HW-19.5.1_MR-1.SF310-278.sig
    DEBUG Mar 15 13:15:14 [24218]: Received location : xg-up2date-firmwares.sophosupd.com/.../HW-19.5.1_MR-1.SF310-278.sig
    DEBUG Mar 15 13:15:14 [24218]: Received version : SFOS 19.5.1 MR1-Build278
    DEBUG Mar 15 13:15:14 [24218]: Received fwversion : 19.5.1.278
    DEBUG Mar 15 13:15:14 [24218]: Received appmodel : XGS87
    DEBUG Mar 15 13:15:14 [24218]: Received appvendor : SN01
    DEBUG Mar 15 13:15:14 [24218]: Received productcode : CN
    DEBUG Mar 15 13:15:14 [24218]: Received size : 603178623
    DEBUG Mar 15 13:15:14 [24218]: Received md5sum : 3f58bf3fa8b9f55117b2037815418e8c
    DEBUG Mar 15 13:15:14 [24218]: Received release : GA
    DEBUG Mar 15 13:15:14 [24218]: Received releasenotes : xg-up2date-firmwares.sophosupd.com/.../19.5.1.278.releasenotes
    DEBUG Mar 15 13:15:14 [24218]: Received message : Sophos Firewall MR Release
    DEBUG Mar 15 13:15:14 [24218]: Received releasedate : 2023-02-15
    DEBUG Mar 15 13:15:14 [24218]: Received name : HW-19.0.2_MR-2.SF310-472.sig
    DEBUG Mar 15 13:15:14 [24218]: Received location : xg-up2date-firmwares.sophosupd.com/.../HW-19.0.2_MR-2.SF310-472.sig
    DEBUG Mar 15 13:15:14 [24218]: Received version : SFOS 19.0.2 MR2-Build472
    DEBUG Mar 15 13:15:14 [24218]: Received fwversion : 19.0.2.472
    DEBUG Mar 15 13:15:14 [24218]: Received appmodel : XGS87
    DEBUG Mar 15 13:15:14 [24218]: Received appvendor : SN01
    DEBUG Mar 15 13:15:14 [24218]: Received productcode : CN
    DEBUG Mar 15 13:15:14 [24218]: Received size : 585020232
    DEBUG Mar 15 13:15:14 [24218]: Received md5sum : 10bd293a4214cf6bc28778893a8c6f71
    DEBUG Mar 15 13:15:14 [24218]: Received release : MR
    DEBUG Mar 15 13:15:14 [24218]: Received releasenotes : xg-up2date-firmwares.sophosupd.com/.../19.0.2.472.releasenotes
    DEBUG Mar 15 13:15:14 [24218]: Received message : Sophos Firewall MR Release
    DEBUG Mar 15 13:15:14 [24218]: Received releasedate : 2023-01-23
    DEBUG Mar 15 13:31:20 [30847]: --serial = X0XXXXXXXXXXX652
    DEBUG Mar 15 13:31:20 [30847]: --deviceid = 20XXXXXXXXXXXXXXXXXXXXXXXXXXXXXX0f
    DEBUG Mar 15 13:31:20 [30847]: --fwversion = 18.5.0.236
    DEBUG Mar 15 13:31:20 [30847]: --productcode = CN
    DEBUG Mar 15 13:31:20 [30847]: --model = XGS87
    DEBUG Mar 15 13:31:20 [30847]: --vendor = SN01
    DEBUG Mar 15 13:31:20 [30847]: --pkg_sysupdate_version = 5
    DEBUG Mar 15 13:31:20 [30847]: Added new server : Host - us-west-2.u2d.sophos.com., Port - 443
    DEBUG Mar 15 13:31:20 [30847]: Added new server : Host - ap-northeast-1.u2d.sophos.com., Port - 443
    DEBUG Mar 15 13:31:20 [30847]: Added new server : Host - eu-west-1.u2d.sophos.com., Port - 443
    DEBUG Mar 15 13:31:20 [30847]: Final query string is :
    ?&serialkey=X0XXXXXXXXXXX652&deviceid=20XXXXXXXXXXXXXXXXXXXXXXXXXXXXXX0f&fwversion=18.5.0.236&productcode=CN&appmodel=XGS87&appvendor=SN01&useragent=SF&oem=&pkg_sysupdate_version=5
    DEBUG Mar 15 13:31:34 [30847]: Response code : 200
    DEBUG Mar 15 13:31:34 [30847]: Response body :
    <Up2Date>
    <Package u2dtype="firmware" requiresMandatoryUpdate="1">
    <File name="HW-19.5.1_MR-1.SF310-278.sig">
    <location>xg-up2date-firmwares.sophosupd.com/.../location>
    <version>SFOS 19.5.1 MR1-Build278</version>
    <fwversion>19.5.1.278</fwversion>
    <appmodel>XGS87</appmodel>
    <appvendor>SN01</appvendor>
    <productcode>CN</productcode>
    <size>603178623</size>
    <md5sum>3f58bf3fa8b9f55117b2037815418e8c</md5sum>
    <release>GA</release>
    <releasenotes>xg-up2date-firmwares.sophosupd.com/.../releasenotes>
    <message>Sophos Firewall MR Release</message>
    <releasedate>2023-02-15</releasedate>
    </File>
    <File name="HW-19.0.2_MR-2.SF310-472.sig">
    <location>xg-up2date-firmwares.sophosupd.com/.../location>
    <version>SFOS 19.0.2 MR2-Build472</version>
    <fwversion>19.0.2.472</fwversion>
    <appmodel>XGS87</appmodel>
    <appvendor>SN01</appvendor>
    <productcode>CN</productcode>
    <size>585020232</size>
    <md5sum>10bd293a4214cf6bc28778893a8c6f71</md5sum>
    <release>MR</release>
    <releasenotes>xg-up2date-firmwares.sophosupd.com/.../releasenotes>
    <message>Sophos Firewall MR Release</message>
    <releasedate>2023-01-23</releasedate>
    </File>
    </Package>
    </Up2Date>

    DEBUG Mar 15 13:31:34 [30847]: Response length : 1443
    DEBUG Mar 15 13:31:34 [30847]: Received requiresMandatoryUpdate = 1
    DEBUG Mar 15 13:31:34 [30847]: Received name : HW-19.5.1_MR-1.SF310-278.sig
    DEBUG Mar 15 13:31:34 [30847]: Received location : xg-up2date-firmwares.sophosupd.com/.../HW-19.5.1_MR-1.SF310-278.sig
    DEBUG Mar 15 13:31:34 [30847]: Received version : SFOS 19.5.1 MR1-Build278
    DEBUG Mar 15 13:31:34 [30847]: Received fwversion : 19.5.1.278
    DEBUG Mar 15 13:31:34 [30847]: Received appmodel : XGS87
    DEBUG Mar 15 13:31:34 [30847]: Received appvendor : SN01
    DEBUG Mar 15 13:31:34 [30847]: Received productcode : CN
    DEBUG Mar 15 13:31:34 [30847]: Received size : 603178623
    DEBUG Mar 15 13:31:34 [30847]: Received md5sum : 3f58bf3fa8b9f55117b2037815418e8c
    DEBUG Mar 15 13:31:34 [30847]: Received release : GA
    DEBUG Mar 15 13:31:34 [30847]: Received releasenotes : xg-up2date-firmwares.sophosupd.com/.../19.5.1.278.releasenotes
    DEBUG Mar 15 13:31:34 [30847]: Received message : Sophos Firewall MR Release
    DEBUG Mar 15 13:31:34 [30847]: Received releasedate : 2023-02-15
    DEBUG Mar 15 13:31:34 [30847]: Received name : HW-19.0.2_MR-2.SF310-472.sig
    DEBUG Mar 15 13:31:34 [30847]: Received location : xg-up2date-firmwares.sophosupd.com/.../HW-19.0.2_MR-2.SF310-472.sig
    DEBUG Mar 15 13:31:34 [30847]: Received version : SFOS 19.0.2 MR2-Build472
    DEBUG Mar 15 13:31:34 [30847]: Received fwversion : 19.0.2.472
    DEBUG Mar 15 13:31:34 [30847]: Received appmodel : XGS87
    DEBUG Mar 15 13:31:34 [30847]: Received appvendor : SN01
    DEBUG Mar 15 13:31:34 [30847]: Received productcode : CN
    DEBUG Mar 15 13:31:34 [30847]: Received size : 585020232
    DEBUG Mar 15 13:31:34 [30847]: Received md5sum : 10bd293a4214cf6bc28778893a8c6f71
    DEBUG Mar 15 13:31:34 [30847]: Received release : MR
    DEBUG Mar 15 13:31:34 [30847]: Received releasenotes : xg-up2date-firmwares.sophosupd.com/.../19.0.2.472.releasenotes
    DEBUG Mar 15 13:31:34 [30847]: Received message : Sophos Firewall MR Release
    DEBUG Mar 15 13:31:34 [30847]: Received releasedate : 2023-01-23

    EDIT: 

    - Reboot device: still same issue

    - IPS stopped and started again: still same issue

  • 0 in reply to PCPCH

    Hey  ,
    Can you PM me the support access ?

    Thanks & Regards,
    _______________________________________________________________

    Vivek Jagad | Team Lead, Technical Support, Global Customer Experience

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