Not able to sync home license

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

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

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:

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.

Hi,

Can you please check both appliances via Shell?

tail -f /log/licensing.log