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 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.

Hello Gerd, any news from Sophos today ?

Hi skz,

certainly not, but the day is still young ;-)

Hi Gerd,

Upon checking the case update, there’s an email around Dec 15 that is awaiting your response.

Seeking your assistance if you still haven't replied.

Hi Erick,

I just checked the support Portal.
You're right, Sophos Support sent the email to my colleague, not to me as the case owner.
Since my colleague is on vacation, I'll try to answer the email today.

BR Gerd

As far as i know, we will resolve this with the upcoming release in V21.0 MR1. It is already tracked. 

Hi,

I have just replied to the email from your support and given the go-ahead for testing on our two machines.

(It was a bit tricky to get the email as the support had replied to an out of office reply from my colleague .....)

@ Lucar Toni
If it is supposed to be solved with SFOS 21.0 MR1, why do your colleagues from support want to test something on our instances?

Brand new info:

Today we have made considerable progress with Sophos support.

Entering 2 commands on the system shell causes the keyboard to work again.

After the next reboot, however, the keyboard is unfortunately without function again.

Sophos is now working on making this persistent.

@Lucar:

May I repeat my question?

Why are we spending time here when you mentioned that this is fixed with 21.0.0 MR-1.

Could you please share your knowledge here and not just hint?

That could save us and your support colleagues a lot of time.......

You are affected by the bug id: NC-143615

This ID is already closed and fixed with v21.0 MR1 

the support is now trying to apply a workaround for your system. I guess, this information was lost in the communication channel - as support we’re communicating with your colleague. 

Hi Lucar

as I have informed your colleagues, these are test machines that we have set up mainly for this support case.

Is there an expected release date for SFOS 21.0 MR-1 or 21.5?

Hello,

I believe there was some miscommunication since you were not emailed and only your colleague was.

On Dec 4 Support sent you some steps to try

On Dec 9 you replied the test didn't work

on Dec 10, Support mentioned they have shared your results with DEV and would provide the next POA, at this point, your colleague Felix sends an OOO

On Dec 15 Support sent a new email stating, "To resolve the issue temporarily, engineering shared some set of setup that will be reboot persistence" of course,e there is no reply since the email was sent only to your colleague who was OOO

On Dec 15 Dev confirmed the steps would work/solve the issue

On Dec 16 Erick asked you to follow up with Support since they haven't heard from you (since the email was sent to your college)

On Dec 17 Dev changes the NC number to a Bug and adds a fix to the next release version  (SFOS 21 MR1 and SFOS 21.5 )

On Dec 18 Luca mentioned that this issue is fixed. 

So I believe the confusion came when on Dec 17 changes the status of the issue to resolved, and Luca reads the NC, Luca has no direct access to read the Support Cases 

Hello,

I believe there was some miscommunication since you were not emailed and only your colleague was.

On Dec 4 Support sent you some steps to try

On Dec 9 you replied the test didn't work

on Dec 10, Support mentioned they have shared your results with DEV and would provide the next POA, at this point, your colleague Felix sends an OOO

On Dec 15 Support sent a new email stating, "To resolve the issue temporarily, engineering shared some set of setup that will be reboot persistence" of course,e there is no reply since the email was sent only to your colleague who was OOO

On Dec 15 Dev confirmed the steps would work/solve the issue

On Dec 16 Erick asked you to follow up with Support since they haven't heard from you (since the email was sent to your college)

On Dec 17 Dev changes the NC number to a Bug and adds a fix to the next release version  (SFOS 21 MR1 and SFOS 21.5 )

On Dec 18 Luca mentioned that this issue is fixed. 

So I believe the confusion came when on Dec 17 changes the status of the issue to resolved, and Luca reads the NC, Luca has no direct access to read the Support Cases 

Hi Emmanuell,

Thanks for clarification.

Is there an expected release date for SFOS 21.0 MR-1 or 21.5?

Because than we can close the ticket...

Hello Gerd,

I am not aware; once I have some info, I can share it.

Regards,