Not able to sync home license

Hi Thomas, 

Please refer, Sophos Firewall - Instructions for XG license registration for information on license synchronization. I am not sure why the synchronization button is grayed out but try restarting tomcat service. To do that, take SSH to the XG and go to Advance console and execute, service

service tomcat:restart -ds nosync

Please reopen the thread if you face any further issue with license synchronization or simply DM me for a quick assistance.

Thank You

Hope you can still help as I have the exact same situation. Saw this as well as a couple other threads with no solution.

- Home XG, used since 2016

- same Alert, same error when I try to Synchronize

- service tomcat:restart -ds nosing does not help.

I have 2 weeks to resolve otherwise this will be another unresolved case requiring rebuild.

I have reviewed licensing.log and found some authentication errors. I tried regenerating certificate (no success), and saw this on V16 MR8, but subsequently upgraded to V17 and V17 MR1 (no success).

I've created a ticket (#7727861) but was told my entitlement is only via Sophos Community.

Hope you can suggest things which I can try within next 2 weeks and hopefully find a solution for the community.

Thanks.

Hope you can still help as I have the exact same situation. Saw this as well as a couple other threads with no solution.

- Home XG, used since 2016

- same Alert, same error when I try to Synchronize

- service tomcat:restart -ds nosing does not help.

I have 2 weeks to resolve otherwise this will be another unresolved case requiring rebuild.

I have reviewed licensing.log and found some authentication errors. I tried regenerating certificate (no success), and saw this on V16 MR8, but subsequently upgraded to V17 and V17 MR1 (no success).

I've created a ticket (#7727861) but was told my entitlement is only via Sophos Community.

Hope you can suggest things which I can try within next 2 weeks and hopefully find a solution for the community.

Thanks.

Hi,

Can you DM me the licensing log and also connect the XG with a different Internet connection and verify if the ISP is not able to communicate with our licensing servers.

Thanks

Thanks, I've sent you private message with log file.

Hi 

i have the same issue and forwarded alread the log.

It seem to be releated to issues with certificates.

ERROR Jan 17 21:02:12 [0]: license_check failed : Authentication failed
ERROR Jan 17 21:02:12 [0]: licensing_do_licensecheck() :parsing response failed...
####################################################
generate certificate signing request (CSR) Wed Jan 17 21:02:12 CET 2018

Wed Jan 17 21:02:13 CET 2018 certificate signing request generated with status :: 0

ERROR Jan 17 21:02:14 [0]: Certificate signing Failed : Device not found...:(
ERROR Jan 17 21:02:14 [0]: certificate signing request() : parsing failed...

ERROR Jan 17 21:02:15 [0]: curl_easy_perform(58) failed: Problem with the local SSL certificate
ERROR Jan 17 21:02:15 [0]: licensing_do_applianceupdate() : Problem in contacting Server

The in Web Lic Portal the devices shows up fine.

Please help .. 19 days left !!!

Travis, sorry to hear you have the same issue. Yes, those are the same errors I saw. Suspected info (name, etc) from certificate changed.

I could not resolve before the days ran out, so I ended up backing up config, reinstalled SFOS, then restored config.

Hi 

i also tried to get help via mail and ticket from Sophos. 

They forwarded my twice - let's see if the contact now will help.

I included all details (screenshots and logs) as pdf to Sophos Support

Small Update:

Community Support in this Forum told me to contact via mail license team

Licenses Team told me to contact via mail the support

Support told me (since it is a home license) the Forum

Nobody tried to solve it even I included as requested  Logs and Screenshots.

Very Very sad

I am really sorry for the confusion, can you please let me know who from the licensing team requested you to contact the Support Team and also provide me the case#.

Thanks

Katrina from Licensing Admin told me to contact Customer Care

#7865442 with Juan Victor Bagas from  customercare@sophos.com

But as others here I solved it be install the firewall from the scratch.

I will have a discussion with the Customer Care and Licensing team about this event. We are sorry for the goof up.

Thanks

Sophos support is practically useless. I have the same issue.