Device could not be synchronized, please contact support! ?????

Question

Hi Everyone! Happy Hollidays! 
 
 I have installed Sophos XG Firewall on a PC and also registered the device. But when trying to synchronize the license it gives me this error message: 
 
 "Device could not be synchronized, please contact support" 
 I logged in to my account and can see that my device has been registered and has a home license. 
 Any ideas anyone? 
 Thank you for your time, 
 Daniel

PaulWarren · Answer

If you are experiencing issues on license synchronization please first check www.sophos.com/.../122496.aspx - look at the 'Error code' tab as well as the XG-<number> tab. That KB contains several points that you could check. 
In our experience such errors are very rarely due to a problem with the licensing system itself but rather that something has been changed on the network or Firewall since Registration has been achieved that results in the sync message never getting out to the licensing system from the Firewall. For example, trying pinging eu-prod-utm.soa.sophos.com and check that you have connectivity. 
 
If you are completely stuck after checking out the above, then I would need more information to be able to help you (serial number, licensing.log file) - please send me a private message with that information and I will do what I can to have the problem diagnosed further.