Sophos XG Software Deploment no USB Keyboard SFOS 20.0.2

I am experiencing the same thing when installing SW-20.0.2 or SW-21.0.0 home licence on a Protectli VP2410.

This to learn in advance for the Sophos HA cluster we will be using soon.

When I power on the device, the USB keyboard works, NumLock light is on.

As soon as SFOS starts booting, the light goes off. USB port blocked?

USB hub didn't solve it.

Is there a way to solve this?

I am experiencing the same thing when installing SW-20.0.2 or SW-21.0.0 home licence on a Protectli VP2410.

This to learn in advance for the Sophos HA cluster we will be using soon.

When I power on the device, the USB keyboard works, NumLock light is on.

As soon as SFOS starts booting, the light goes off. USB port blocked?

USB hub didn't solve it.

Is there a way to solve this?

Hi Mark,

Thank you for reaching out to Sophos Community.

Kindly share the case ID here. If there is none, I recommend creating one by reaching out to Sophos Support.

Thanks for replying.

I'm on a home license (private account) for this device.
Don't think I can file a case.

Better use business account? No XGS yet but long time astaro user.

Hi Mark,

Thank you for sharing the information. 

As an update, Gerd's case has been escalated with our GES. will post an update.

May I bring this thread back to the top?

I am only getting the typical Sophos intermediate messages about my ticket case no 01926946, but nothing concrete is going on.
(The ticket is now 2 months old!)

Also the escalation to GES/DEVs does not seem to bring any progress.
Would someone from Sophos like to see what's going on?
BR Gerd

Hello,

The DEV team is still investigating the issue, so not many updates can be provided at this time.

I have, however, sent an internal email to see if a better update can be provided from DEV. 

Regards,

I haven't heard anything from Support, but the matter is becoming more urgent!
We have a request for ~ 200 appliances that we would like to support at a reasonable price.
Without keyboard support this is impossible as we would have to manually downgrade all of them to 20.0.0 due to the forced SFOS update during installation!

I have the same experiences in my home lab with XG210 and the newest 21.0.0.169.

While booting, the keyboard works. I can select in SFLoader between the older 20_0_2_378 and the newest 21_0_0_169. But then the keyboard light turns off, and in the password prompt, I cannot type anything.

The system was originally installed in JUN with the most recent Sophos version and later updated a few? times. I assume the initial version is gone from the SFLoader and replaced over time with the above-stated ones. Hence I cannot try, which update broke the keyboard support.

Hi Marko,

Don't worry, the ticket is only 2 months old and will surely be solved soon by the Sophos DEV team..... ;-)

But I'm glad that other affected people are now getting in touch!

The problem is that I'm sure many are only now noticing this error.
As long as access is via https/ssh from the network, you won't notice anything.

BR Gerd

Hi Gerd,

two months w/o a solution for such a terrible issue is indeed very embarrassing and doesn't give a good feeling to recommend this appliance. I don't care about their ticket levels, such issues must immediately get patched by the guys.

You are right, w/o the necessity to use the CLI, most people do not recognize this broken core functionality. But in case you brick some network setting by mistake, the CLI is essential to get the system back.

At least I could use the Micro-USB port of XG210 to telnet into the system and fix my mistake. But without this fallback of some devices, you will be lost.

Ciao-ciao, Marko

Hi Gerd,

We regret to hear about your experience.

Upon checking the case update. Our GES is seeking assistance with a test from your side to verify.

If you haven’t received the email from last Dec 4, kindly advise us also.