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Problems activating new XG135 device from RMA after old one died

MiroslavCacija

Hi,

I'm having problems with activation of XG135 device, and Sophos support is unsupportive, to say at least. My license has option of "Enhanced Support", but does anyone knows what exactly that means ? I'm exchanging e-mails with support ( one or two emails per day, which is too slow in my opinion ), and no one offers any solutions, there is feeling that support people don't know what they are talking about.

We have bought XG135 device, and after two months of usage, device just died. We went through RMA process, which was fast, and got new device in few days. This is point where all my problems begin. Now I have new device and I cannot activate it. Every time I try to activate the new device, I get the same error:

Sorry: we are unable to register this device.

Error ID: XG-00151

Tracking ID a7acafac-6911-4c07-aa8b-119d48153870: please make a note of this.

Please try again. If the problem persists please contact customercare@sophos.comquoting your serial number.

Last e-mail from  support is getting nerve wrecking, now they are telling me that I have SG device and not XG :D For first device, when I was registering it, I just went through MySophos portal. MyUTM portal I'm using for customer who has UTM9. Can anyone here help, this is getting very uncomfortable for me and my client.

Hello Miroslav,

This is from Sophos Customer Care. 

We have been updated by our senior license administrators.  The reason why  device could not be registered , is because it is required to register it first in Myutm. It is an SG appliance, and we cannot register any SG device directly in Mysophos without activating it first in Myutm.

Kindly  activate appliance in Myutm first, using the ACT key from the license schedule that was forwarded to you/ your company. Once activated, kindly download the license file that will be used upon migration to SFOS. 


Please let us know how it goes.



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    Sophos "Support" is a joke. This is last time EVER I'm buying and recommending Sophos products. No one cares about anything, enhanced support doesn't exist at all. No one answers telephone support calls, or emails, I've never seen anything like this ! Sophos shame on you, you just lost a customer, but probably noone cares.
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    Sophos "Support" is a joke. This is last time EVER I'm buying and recommending Sophos products. No one cares about anything, enhanced support doesn't exist at all. No one answers telephone support calls, or emails, I've never seen anything like this ! Sophos shame on you, you just lost a customer, but probably noone cares.
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