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Not able to sync home license

ThomasLichtenstern1

Hi,

I get this in the Messages of my Home XG:

------------------

Your device is not able to connect with the Customer My Account server since the last 77 days. If the device fails to synchronize for 13 more day(s), it will be deactivated. Please  {vrclicklink}  to synchronize manually.

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I also wrote to support@sophos.com, but I did not get response.

 

Any Ideas how to solve it?

 

Thanks
Tom




[locked by: SupportFlo at 4:02 PM (GMT -7) on 5 Oct 2018]
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  • 0

    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

    Sachin Gurung
    Team Lead | Sophos Technical Support
    Knowledge Base  |  @SophosSupport  |  Video tutorials
    Remember to like a post.  If a post (on a question thread) solves your question use the 'This helped me' link.

  • 0 in reply to sachingurung

    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.

  • 0 in reply to dcmleung

    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

    Sachin Gurung
    Team Lead | Sophos Technical Support
    Knowledge Base  |  @SophosSupport  |  Video tutorials
    Remember to like a post.  If a post (on a question thread) solves your question use the 'This helped me' link.

  • 0 in reply to sachingurung

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

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