Unable to register firewall

Question

Hello, i'm trying to register my firewall. I had already registered it a long time ago, but suddenly when i login now it asks for a registration and won't show the configuration screen anymore. 
 So, i follow the link and try to register, but it keeps giving this error: 
 "Sorry we are unable to register this device. 
 Error ID: XG-00151 Tracking ID 1d514c91-561a-4572-85a8-137bc27f8eea: please make a note of this. Please try again. If the problem persists, please open a support case in https://support.sophos.com quoting your serial number."

Product: UTM 
 Model: SF01V

Thanks, 
 Mike

rfcat_vk · Answer

I suspect someone fixed a routing issue, because I can now tracert to it, but not ping it. 
 I see three IP addresses for the website, 34.247.134.28 and 54.171.170.20.and 52.18.17.127.The first being from my MBP terminal and the second from the XG diagnostic test and the third from the XG tools test. 
 Ian

rfcat_vk · Answer

Hi, 
 please remove your serial number from the post. Next check the time of your machine, then make sure you have a network path to the server. Licences expire if they cannot connect to the registration server after a number of days. 
 ian

Vivek Jagad · Answer

Hello michael-co100 , Thank you for reaching out to the community, For the error - XG-00151 Message : Sorry, we are unable to register this device. Take note of Tracking ID: [[TRACKING_ID]] . Resolution : Try again and contact Customer Care if the issue persists.

Vivek Jagad · Answer

Hey michael-co100 , Perform a "nslookup eu-prod-utm.soa.sophos.com 8.8.8.8" from the advance shell, if it resolves successfully. Domain Name Server# 8.8.8.8 Domain Name # eu-prod-utm.soa.sophos.com Resolved Address 1# eu-prod-01-utm.soa.sophos.com. Resolved Address 1# 54.171.170.20 Resolved Address 2# 34.247.134.28 Resolved Address 3# 52.18.17.127 Total query time # 11.03 msec Then add a static DNS entry for the: "eu-prod-utm.soa.sophos.com" And then try again !

Unable to register firewall

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