Subscription renewal - expiry today - will it really apply the renewal license bought automatically?

Can you PM me the Support-Access ID? 

 LuCar Toni fixed it on the backend! Thank you very much!

cases for reference: 07241308, 07238072 

is there some bigger issue on licensing?

We have new XGS here the license has been delivered 6 days ago. The License keys have been activated on the firewalls that are managed in Central. Afterwards the new license became visible on Central.

I did that yesterday.

Still the firewall is not showing any license today.

A case exists: 07245302 / Central License not applied

INFO      Feb 26 13:52:44Z [4148201216]: --cert = /content/licensing/lic_csr.pem
INFO      Feb 26 13:52:44Z [4148201216]: --key = /content/licensing/lic_csr.key
INFO      Feb 26 13:52:44Z [4148201216]: --token = Token-Id:X123xxxxxxxxRW4B
INFO      Feb 26 13:52:44Z [4148201216]: URL : https://eu-prod-utm.soa.sophos.com/api/device/1/appliance
INFO      Feb 26 13:52:44Z [4148201216]: licensing_do_applianceupdate : request : { "serialNumber": "X123xxxxxxxxRW4B", "applianceAttributes": [ { "name": "firmwareVersion", "value": "20.0.0.222" }, { "name": "haID", "value": "99373a05-0bef-4898-9ce1-xxxxxxxxxxxxx" }, { "name": "isActive", "value": "true" }, { "name": "haType", "value": "standby" } ] }
ERROR     Feb 26 13:52:47Z [4148201216]: curl_easy_perform(6) failed: Couldn't resolve host name
ERROR     Feb 26 13:52:47Z [4148201216]: licensing_do_applianceupdate() : Problem in contacting Server
INFO      Feb 26 15:02:51Z [4147930880]: --requestType = 2
INFO      Feb 26 15:02:51Z [4147930880]: --lastCheckCode = 94c686aa-e1ae-482c-93fb-9ba65e86cdf4
INFO      Feb 26 15:02:51Z [4147930880]: --cert = /content/licensing/lic_csr.pem
INFO      Feb 26 15:02:51Z [4147930880]: --token = Token-Id:X123xxxxxxxxRW4B
INFO      Feb 26 15:02:51Z [4147930880]: --key = /content/licensing/lic_csr.key
INFO      Feb 26 15:02:51Z [4147930880]: URL : https://eu-prod-utm.soa.sophos.com/api/device/2/license
INFO      Feb 26 15:02:59Z [4147930880]: license_check : License retrieved...
INFO      Feb 26 15:02:59Z [4147930880]: License response verification successful
INFO      Feb 26 15:02:59Z [4147930880]: device attributes found in response...
INFO      Feb 26 15:02:59Z [4147930880]: Received these licenses 1
INFO      Feb 26 15:03:00Z [4148377344]: --requestType = 8
INFO      Feb 26 15:03:00Z [4148377344]: --serial = X123xxxxxxxxRW4B
INFO      Feb 26 15:03:00Z [4148377344]: --fwversion = 20.0.0.222
INFO      Feb 26 15:03:00Z [4148377344]: --haID = 99373a05-0bef-4898-9ce1-xxxxxxxxxxxxx
INFO      Feb 26 15:03:00Z [4148377344]: --isActive = true
INFO      Feb 26 15:03:00Z [4148377344]: --haType = standby
INFO      Feb 26 15:03:00Z [4148377344]: --cert = /content/licensing/lic_csr.pem
INFO      Feb 26 15:03:00Z [4148377344]: --key = /content/licensing/lic_csr.key
INFO      Feb 26 15:03:00Z [4148377344]: --token = Token-Id:X123xxxxxxxxRW4B
INFO      Feb 26 15:03:00Z [4148377344]: URL : https://eu-prod-utm.soa.sophos.com/api/device/1/appliance
INFO      Feb 26 15:03:00Z [4148377344]: licensing_do_applianceupdate : request : { "serialNumber": "X123xxxxxxxxRW4B", "applianceAttributes": [ { "name": "firmwareVersion", "value": "20.0.0.222" }, { "name": "haID", "value": "99373a05-0bef-4898-9ce1-xxxxxxxxxxxxx" }, { "name": "isActive", "value": "true" }, { "name": "haType", "value": "standby" } ] }
INFO      Feb 26 15:03:02Z [4148377344]: response : {"trackingId":"3be935a4-dc15-4320-a3ea-7903b1a3c32a","statusCode":200,"errorCode":"ITSERVICELAYER_SUCCESS","message":"Appliance updated successfully.","data":{"serialNumber":"X123xxxxxxxxRW4B"}}
INFO      Feb 26 15:03:02Z [4148377344]: Appliance updated successfully...:)
INFO      Feb 26 16:30:15Z [4147996416]: --requestType = 2
INFO      Feb 26 16:30:15Z [4147996416]: --lastCheckCode = 2b066373-ad8e-4b7c-9ae8-687af54ee65f
INFO      Feb 26 16:30:15Z [4147996416]: --cert = /content/licensing/lic_csr.pem
INFO      Feb 26 16:30:15Z [4147996416]: --token = Token-Id:X123xxxxxxxxRW4B
INFO      Feb 26 16:30:15Z [4147996416]: --key = /content/licensing/lic_csr.key
INFO      Feb 26 16:30:15Z [4147996416]: URL : https://eu-prod-utm.soa.sophos.com/api/device/2/license
INFO      Feb 26 16:30:16Z [4147996416]: license_check : License retrieved...
INFO      Feb 26 16:30:16Z [4147996416]: License response verification successful
INFO      Feb 26 16:30:16Z [4147996416]: device attributes found in response...
INFO      Feb 26 16:30:16Z [4147996416]: Received these licenses 1
INFO      Feb 26 16:32:24Z [4147926784]: --requestType = 2
INFO      Feb 26 16:32:24Z [4147926784]: --lastCheckCode = 276c174d-3423-42b0-bd4a-3440ac4a53a2
INFO      Feb 26 16:32:24Z [4147926784]: --cert = /content/licensing/lic_csr.pem
INFO      Feb 26 16:32:24Z [4147926784]: --token = Token-Id:X123xxxxxxxxRW4B
INFO      Feb 26 16:32:24Z [4147926784]: --key = /content/licensing/lic_csr.key
INFO      Feb 26 16:32:24Z [4147926784]: URL : https://eu-prod-utm.soa.sophos.com/api/device/2/license
INFO      Feb 26 16:32:26Z [4147926784]: license_check : License retrieved...
INFO      Feb 26 16:32:26Z [4147926784]: License response verification successful
INFO      Feb 26 16:32:26Z [4147926784]: device attributes found in response...
INFO      Feb 26 16:32:26Z [4147926784]: Received these licenses 1
INFO      Feb 26 16:33:16Z [4148221696]: --requestType = 2
INFO      Feb 26 16:33:16Z [4148221696]: --lastCheckCode = 9a9cc1b1-a3a9-4d21-95b4-8be9b6fc0c96
INFO      Feb 26 16:33:16Z [4148221696]: --cert = /content/licensing/lic_csr.pem
INFO      Feb 26 16:33:16Z [4148221696]: --token = Token-Id:X123xxxxxxxxRW4B
INFO      Feb 26 16:33:16Z [4148221696]: --key = /content/licensing/lic_csr.key
INFO      Feb 26 16:33:16Z [4148221696]: URL : https://eu-prod-utm.soa.sophos.com/api/device/2/license
INFO      Feb 26 16:33:17Z [4148221696]: license_check : License retrieved...
INFO      Feb 26 16:33:17Z [4148221696]: License response verification successful
INFO      Feb 26 16:33:17Z [4148221696]: device attributes found in response...
INFO      Feb 26 16:33:17Z [4148221696]: Received these licenses 1
INFO      Feb 26 16:33:39Z [4148127488]: --requestType = 2
INFO      Feb 26 16:33:39Z [4148127488]: --lastCheckCode = 997ae573-5c35-486d-85de-fc5929c579b4
INFO      Feb 26 16:33:39Z [4148127488]: --cert = /content/licensing/lic_csr.pem
INFO      Feb 26 16:33:39Z [4148127488]: --token = Token-Id:X123xxxxxxxxRW4B
INFO      Feb 26 16:33:39Z [4148127488]: --key = /content/licensing/lic_csr.key
INFO      Feb 26 16:33:39Z [4148127488]: URL : https://eu-prod-utm.soa.sophos.com/api/device/2/license
INFO      Feb 26 16:33:40Z [4148127488]: license_check : License retrieved...
INFO      Feb 26 16:33:40Z [4148127488]: License response verification successful
INFO      Feb 26 16:33:40Z [4148127488]: device attributes found in response...
INFO      Feb 26 16:33:40Z [4148127488]: Received these licenses 1
INFO      Feb 26 16:41:01Z [4147672832]: --requestType = 2
INFO      Feb 26 16:41:01Z [4147672832]: --lastCheckCode = 26e4dacf-c310-4a73-9cb3-5732f4973244
INFO      Feb 26 16:41:01Z [4147672832]: --cert = /content/licensing/lic_csr.pem
INFO      Feb 26 16:41:01Z [4147672832]: --token = Token-Id:X123xxxxxxxxRW4B
INFO      Feb 26 16:41:01Z [4147672832]: --key = /content/licensing/lic_csr.key
INFO      Feb 26 16:41:01Z [4147672832]: URL : https://eu-prod-utm.soa.sophos.com/api/device/2/license
INFO      Feb 26 16:41:02Z [4147672832]: license_check : License retrieved...
INFO      Feb 26 16:41:02Z [4147672832]: License response verification successful
INFO      Feb 26 16:41:02Z [4147672832]: device attributes found in response...
INFO      Feb 26 16:41:02Z [4147672832]: Received these licenses 1
INFO      Feb 26 20:46:40Z [4148385536]: --requestType = 2
INFO      Feb 26 20:46:40Z [4148385536]: --lastCheckCode = 75d81038-ac10-4178-b21a-75e171e03d4a
INFO      Feb 26 20:46:40Z [4148385536]: --cert = /content/licensing/lic_csr.pem
INFO      Feb 26 20:46:40Z [4148385536]: --token = Token-Id:X123xxxxxxxxRW4B
INFO      Feb 26 20:46:40Z [4148385536]: --key = /content/licensing/lic_csr.key
INFO      Feb 26 20:46:40Z [4148385536]: URL : https://eu-prod-utm.soa.sophos.com/api/device/2/license
INFO      Feb 26 20:46:41Z [4148385536]: license_check : License retrieved...
INFO      Feb 26 20:46:41Z [4148385536]: License response verification successful
INFO      Feb 26 20:46:41Z [4148385536]: device attributes found in response...
INFO      Feb 26 20:46:41Z [4148385536]: Received these licenses 1
INFO      Feb 27 14:30:28Z [4147881728]: --requestType = 2
INFO      Feb 27 14:30:28Z [4147881728]: --lastCheckCode = 8bdbb8aa-d460-447e-b3ce-26f3bad50fb8
INFO      Feb 27 14:30:28Z [4147881728]: --cert = /content/licensing/lic_csr.pem
INFO      Feb 27 14:30:28Z [4147881728]: --token = Token-Id:X123xxxxxxxxRW4B
INFO      Feb 27 14:30:28Z [4147881728]: --key = /content/licensing/lic_csr.key
INFO      Feb 27 14:30:28Z [4147881728]: URL : https://eu-prod-utm.soa.sophos.com/api/device/2/license
INFO      Feb 27 14:30:29Z [4147881728]: license_check : License retrieved...
INFO      Feb 27 14:30:29Z [4147881728]: License response verification successful
INFO      Feb 27 14:30:29Z [4147881728]: device attributes found in response...
INFO      Feb 27 14:30:29Z [4147881728]: Received these licenses 1
XGS126_XN02_SFOS 20.0.0 GA-Build222 HA-Primary#

Hello LHerzog,

Just to clarify, the license isn’t showing for only the Firewall RW4B or also for the CB60?

Regards,

Hi,

it was on both. RW4B is current Primary and license holder.

I got response on my support case today that I should now re-sync the licenses and this time it finally worked.

May I know why this was not working?

We are currently investigating an issue with firewalls transferred in a particular timeframe. As you used the license transfer feature in Central after the migration (OCT2023) it seems to cause some issues. 

We expect this to be fixed for all customers / applicable firewalls to prevent this from happening in the future. 

OK, that does probably apply to the original firewall here in this thread. These licenses have been moved to Central last year. I remember we had a support case open that time because it was initially not working.

My last question was about 2 brand new XGS126 appliances.

Essentially the root cause here could be the account itself. Which means, if you purchase with your account a new device, there is a mismatch of expected and actual account ID. 

Bottom line is, Sophos is aware of this situation and we are working on the situation to be fixed for the future. 

thank you!