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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.

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

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 All,

    We did some investigation and in instances where the XG Home licenses are unable to sync, we request you to take a backup and reimage the hardware. We are investigating this issue and alongside, licensing team cannot be looped for Home license errors. Sophos community support will be the only point of contact.

    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

    Do you know if this is resolved?

     

    As I am having the same issue.  I have two virtual appliances in HA and I see this:

    Alert
    1m ago
     
    Your device is not able to connect with the Customer My Account server since the last 82 days. If the device fails to synchronize for 8 more day(s), it will be deactivated. Please  {vrclicklink}  to synchronize manually.

    Yet when I tell it to synchronize I get this on the primary unit:

    Synchronization with server was successful.

    On the Secondary unit I get this:

    Synchronization with server failed

    Now if I reboot the primary then the secondary works but the alert never goes away.

  • 0 in reply to Michael Sennett

    Hi,


    Can you please check both appliances via Shell?

    tail -f /log/licensing.log

    __________________________________________________________________________________________________________________

  • 0 in reply to LuCar Toni

    Same issue here. I noticed it today. I changed the appliance hostname some days ago.

    In the logs I see some error messages when trying to synchronize the license.

    ERROR Apr 20 19:29:54 [0]: license_check failed : Authentication failed
    ERROR Apr 20 19:29:54 [0]: licensing_do_licensecheck() :parsing response failed...

    ERROR Apr 20 19:29:57 [0]: Certificate signing Failed : Device not found...:(
    ERROR Apr 20 19:29:57 [0]: certificate signing request() : parsing failed...

    ERROR Apr 20 19:29:58 [0]: curl_easy_perform(58) failed: Problem with the local SSL certificate
    ERROR Apr 20 19:29:58 [0]: licensing_do_applianceupdate() : Problem in contacting Server

     

    I already renewed the Default and CA Certificate. No success.

    Some Ideas? I'm really not in the mood to reinstall the whole thing.

Reply
  • 0 in reply to LuCar Toni

    Same issue here. I noticed it today. I changed the appliance hostname some days ago.

    In the logs I see some error messages when trying to synchronize the license.

    ERROR Apr 20 19:29:54 [0]: license_check failed : Authentication failed
    ERROR Apr 20 19:29:54 [0]: licensing_do_licensecheck() :parsing response failed...

    ERROR Apr 20 19:29:57 [0]: Certificate signing Failed : Device not found...:(
    ERROR Apr 20 19:29:57 [0]: certificate signing request() : parsing failed...

    ERROR Apr 20 19:29:58 [0]: curl_easy_perform(58) failed: Problem with the local SSL certificate
    ERROR Apr 20 19:29:58 [0]: licensing_do_applianceupdate() : Problem in contacting Server

     

    I already renewed the Default and CA Certificate. No success.

    Some Ideas? I'm really not in the mood to reinstall the whole thing.

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