Hi Steven,

Thank you for reaching out to Sophos Community.

I will be moving your post to the Firewall Forum. Also, would it be possible to share the case ID? If there’s none, I recommend creating a case ID and sharing it here for further monitoring. 

Hey, I had the same experience with XG106 and XG210 firewall incombination with the E3372 stick. Since the latest firmware the connection is broken.

Hi Romano,

Thank you for reaching out to Sophos Community.

Could you also share the case ID? If there’s none, please create one. Also, please share the case ID here. 

Also, to verify, what firmware version did you upgrade before going to v20.0 MR2? and are you still in V20.0 MR2?

Hi Erick,

thanks for your answer. Here's the case:

01883772

Case ID: 01896189

Upgrade from SFOS 20.0.1 MR-1-Build342 to in SFOS 20.0.2 MR-2-Build378 and the USB fails. Downgraded to SFOS 20.0.1 MR-1-Build342 and USB stick is working again.

Both Firewalls (XG210 and XG106) we leave it on in SFOS 20.0.1 MR-1-Build342.

Hi Steven,

Upon checking the status of the case, I can see that it has already been closed due to an environmental issue.

If possible, can we inquire about the root cause? Thank you 

Hi Romano,

Good day, upon checking your case, case handler has already reached out to you three times and there aren’t reply from your side? Feel free to message us if you still require any assistance. Thank you

I can confirm this is still the issue as of 15/10/2024. Sophos technical support are terrible.

They did not offer this as a solution to me. I had to google it myself.

Also you cannot downgrade without having to completely reconfigure the device as the backup and restore doesn't work from the newer SFOS 20.0.2 MR-2-Build378 to older SFOS 20.0.1 MR-1-Build342 version. What a mess. 

This modem is also on their USB compatibility list. See here:

docs.sophos.com/.../index.html

I spent over 2 hours on support with a total incompetent technical support member. First name Zander. I had to practically beg for him to escalate this issue to engineering team.

It's now with the development/engineering team and they will update me in the next business day or so. I will re-post with their solution if any.

Hi Damian,

We regret to hear about your experience. 

Also, can you share the case id? I've only found a case under your name from July 2023, and it states that the dongle isn’t supported.

And to verify, is the dongle you’re using Huawei 155e? Kindly correct me if I am wrong.

Case ID: 01951476