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XG 125w rev.3 Home License Registation Problem

I am wondering if anyone can assist me with the registration of my device XG125W. When I try to register/claim the firewall using the serial number of the device, I receive one of two error's.

Error 1, Licensing,Ficewall licenses, Claim firewall, Enter Serial number and click on validate, Claim firewall Just claim the firewall with base license click on claim firewall. Error Failed to claim firewall please try again later.

Or Error 2, Devices Firewall, Add Firewall, enter device Serial number, Claim Firewall and continue. 400: A Bad request was made.

I have changed the hard drive as suggested on here and reflashed the device using HW-v19.5.3 MR3 firmware, I have tried to put the home license product key in with no success using any of the methods.

E.g CLI, Sophos Central or Web UI, during the inital setup, I either get an error after a few seconds, when using the Web UI saying I have no internet connection which then turns green again. As soon as I try it again I get the same issue. When using the CLI, I can see the WAN & LAN has activity but as soon as I use AA command and use the home key, it drops all connections. When trying to use the Sophos Central I get the error as described above.

If anyone could help me with this issue it would be very much appreciated.



Edited TAGs
[edited by: Erick Jan at 4:48 AM (GMT -8) on 21 Dec 2023]
  • Hi,

    at what stage of the install process do you try to install your home since key? Do you have an internet connection directly yo the XG at the time? Was the licence used on anther hardware device that is still active?

    Ian

    XG115W - v20.0.1 MR-1 - Home

    XG on VM 8 - v20 GA

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

  • Hi rfcat_vk 

    Yes the XG 125w does have a direct connection to the Internet via the hub that everything else is able to connect to the Internet with, with no issues.

    I have tried to do it via the Web Ui during the initial install stage after a fresh firmware flash. I have also tried to do it as a non configured firewall in the sophos central and tried using the CLI command AA after a fresh firmware flash.

    Nothing seems to allow the home license registration to go through. 

    I am not trying to register it as a business only as the home license but I am really out of ideas as what to do now. I have tried everything that I can think of by searching the community hence why I changed the original hard drive out which I think was suggested by you on a different post to someone else.

    Thank you for the help with this issue.

  • Hi Rod,

    What do you mean connects via a hub the same as other device s do? XG should be the only device talking to the internet at least during setup.

    Please review logviewer under system and administration to get an idea of the errors. You might need a Sophos staff forum member to ask the customer care team for assistance.

    Ian

    XG115W - v20.0.1 MR-1 - Home

    XG on VM 8 - v20 GA

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

  • It is connected to the ISP provided modem / router. 

    Do I need to disconnect any other devices that are connected to the ISP modem / router?

  • As a test, yes,

    . How many ip addresses are assigned in the router. Does the router use Nat? The router should be in bridge mode and all you devices should be working through the XG.

    ian

    XG115W - v20.0.1 MR-1 - Home

    XG on VM 8 - v20 GA

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

  • I have disconnected everything else from the router and only had the xg 125w connected and my pc connected to the sophos I have tried to go through the initial setup phase again using both the CLI and Web UI to try and get the home license to register but it does exactly the same each time. I have even gone as so far as to reboot the router before connecting the sophos firewall to it with everything else disconnected.

  • Do you need the router or can you plug the XG directly into your internet connection?

    Ian

    XG115W - v20.0.1 MR-1 - Home

    XG on VM 8 - v20 GA

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

  • Unfortunately the router is supplied by my ISP and is requires to be able to connect to the Internet. I have even checked all the cables that I have tried and know they are fully functioning.

  • Looks like a customer care assistance required.

    Ian

    XG115W - v20.0.1 MR-1 - Home

    XG on VM 8 - v20 GA

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

  • Since you are talking about a home license (but on a hardware device) and have changed the harddrive.

    Which serial number are you using when trying to register? You should NOT use the hardware serial of the XG125 but instead use the serial that you got when registering for the home use license.


    Managing several Sophos firewalls both at work and at some home locations, dedicated to continuously improve IT-security and feeling well helping others with their IT-security challenges.