Important note about SSL VPN compatibility for 20.0 MR1 with EoL SFOS versions and UTM9 OS. Learn more in the release notes.

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

Texan77070

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

 

 



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  • 0
    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.
Reply
  • 0
    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.
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  • 0 in reply to PaulWarren
    Thanks for the reply. Actually my test box with Sophos XG is on a network behind my Sophos UTM (9.315-2). I suppose it could be the culprit, though I guess I naively assumed it would just use standard open ports. Are there specific port/server URL exceptions I should make?
  • 0 in reply to ErikWaibel
    Hi Erik - I'm afraid I am not technical so we need someone else to comment on ports/URL exceptions to help you on that question.
  • 0 in reply to PaulWarren
    Well, just to cover all my bases, I made two firewall rules to allow all traffic over all ports in both directions to the XG firewall machine. I also allowed it around the transparent web proxy of the UTM. It is now synchronized as well as registered, so clearly it was being hampered by my existing UTM (either firewall port or web blocking). I didn't bother tracking down which it was. I can now continue with my experimenting with the new software. Thanks for the replies.
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