Firmware Upgrade from 17.5.12 to 18.5.2 not possible -> urgend

Hello StefanS ,

Thank you for reaching out to the community, the appliance which has v17 MR-12 > upgrade to v17 MR-17 following with v18.0.6 MR-6 and then to v18.5 MR4/5 and then to v19.01 MR-1 for a smoother transition, you can find all the firmware here - https://download.sophos.com/firmware/HW/index.html

Vivek Jagad OK,
Thanks for the info.
But from v18 to v18.5.x same error, i have not set the storage master password yet.
Does that have to do with it ?

 Vivek Jagad 

Got it, but.
Have an XG230 v2 v 18.06. MR6 build655 running here and want to upgrade to 18.5.2 MR2 F310-380,
according to the list this should work. By the way, Sopohs no longer recognizes my email address to download the firmware.

Vivek Jagad 
I can't log in to the Sophos support site either. It seems that my account is locked.

StefanS In that case I would request you to log a service request with the customer care team, they'll help you in recovering your account !

Vivek Jagad 

And the upgrade path ?
HW-18.5.2_MR-2.SF310-380 is correct from v18.0 MR6 Build 655 ?

Yes, it is highlighted in the table mentioned above !

Vivek Jagad 
OK 18.5.2_MR-2.SF300-380 but does not work 18.5.2_MR-2.SF310-380, one step more ...

Hey StefanS MR-2 and above all are supported so did you try the latest - HW-18.5.5_MR-5.SF300-509.sig ?

SF300 is for XG/SG Appliance. SF310 is for XGS Appliances. 

Vivek Jagad LuCar Toni 
thanks for the clarification
successfully commissioned the replacement firewall we had.
i have already transferred the license from the defective firewall.
Now, We need a replacement unit for this defective firewall (update ticket).

Hi StefanS ,

I just checked the warranty for the defective serial no you provided on the service request and Warranty Expiry Date is 9/13/2022, so have you purchased any extended warranty for the given serial no , so that we can assist you for the replacement ? Or is it the MSP Flex license ?

Hi StefanS ,

I just checked the warranty for the defective serial no you provided on the service request and Warranty Expiry Date is 9/13/2022, so have you purchased any extended warranty for the given serial no , so that we can assist you for the replacement ? Or is it the MSP Flex license ?