Copernicus Registration Issues

We have a few known issues related to registration. If you have a problem registering your device, please review the list below before proceeding.

FIXED as of Sep 7 - 1304 - Registration fails when accented characters are used. We've fixed most aspects but still have 1 aspect to go.
Workaround: for the moment, you can avoid the issue by not using accented characters when registering.

FIXED as of Sep 7 - 1307 - Registration not possible in China. The reCAPTCHA service we use on MySophos, is blocked in China.
Workaround: There is no workaround for this currently, and we are investigating possible solutions.

FIXED as of Sep 7 - 1287 - After successful registration, the "Initiate License Synchronization" button presented on the popup window does not trigger license synchronization.
Workaround: Close the registration window, wait 1 minute, then click the license synchronization button on the firewall UI page.

FIXED as of Aug 17 (Public Beta version) - 3733 – Clicking the license synchronization button in the firewall UI too quickly, after registration is complete, may cause the spinner icon to appear, and not go away.
Workaround: wait 1 minute after registering and closing the registration window, before clicking the synchronize button.

1290 – Registration failure may occur if more than one MySophos account is used.

Workaround: make sure you are logged out of your MySophos account prior to beginning registration process, if you use more than one MySophos account.

WILL NOT FIX - 1311 – Email containing serial number can take some time to arrive.
We have added text on the 'thank you' page to indicate that the email can take a few minutes to arrive. There is work done to create a license and generate an email which can sometimes take a minute or two.
Workaround: please be patient as it can take a few minutes for the email containing your new serial number to be sent. If it takes more than a few minutes please let us know.

If you find a registration issue other than those listed here, please report it in this thread. Thank you to all those who’ve helped contribute to this testing!

0 BAlfson over 8 years ago

Paul, I'm hesitant to complete the registration until other problems with the Captcha are fixed. Apparently, several people are having to enter the Captcha on every post in every forum here. In addition, the technique used has opened the Moderator Forum to any user registered for the beta.

Cheers - Bob

Sophos UTM Community Moderator
Sophos Certified Architect - UTM
Sophos Certified Engineer - XG
Gold Solution Partner since 2005

MediaSoft, Inc. USA
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0 PaulWarren over 8 years ago in reply to BAlfson

Hi Bob,
The reCAPTCHA issue only affects users in China when signing up for a MySophos account or when registering their Firewall. The CAPTCHA used when sending messages/replies in this forum is working fine - just a bit annoying like all CAPTCHAs!
Paul
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0 Billybob over 8 years ago in reply to PaulWarren

Is using the same registration on more than one device supported. I tried doing that during the partner beta and got some vague error message.

If I install and register a device in a vm and then delete that device, can I reinstall with the same registeration? If not why not?
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0 Billybob over 8 years ago in reply to Billybob

At first it seems like issue 1287 but its not since the activation request is accepted but the validation is being rejected. I tried using chrome latest on windows 10. The "AA" on the console disappears indicating the registration was successful and so does the log below. However the device is not authenticating.

I was about to reset the whole thing but pressed the activation button again for good measure and it worked the second time.

Guys... this is seriously broken and really doesn't have to be this complicated.

INFO      Aug 17 15:59:47 [0]: --requestType = 1
INFO      Aug 17 15:59:47 [0]: --serial = C01001########
INFO      Aug 17 15:59:47 [0]: --deviceid = 68766d16-0b0b-4b93-9ed6-c62b3d4ac632
INFO      Aug 17 15:59:47 [0]: --model = SF01V
INFO      Aug 17 15:59:47 [0]: --vendor = SO01
INFO      Aug 17 15:59:47 [0]: --upgradedFrom = 0
INFO      Aug 17 15:59:47 [0]: --fwversion = 15.01.0.143
INFO      Aug 17 15:59:47 [0]: --cert = /_conf/certificate/licensing/mfgr_vendor_SO.pem
INFO      Aug 17 15:59:47 [0]: --token = Token-Id:SO-D5C052A8
INFO      Aug 17 15:59:47 [0]: --key = /_conf/certificate/licensing/mfgr_vendor_SO.key
INFO      Aug 17 15:59:47 [0]: URL : eu-prod-utm.soa.sophos.com/.../applianceactivation
INFO      Aug 17 15:59:49 [0]: response : {"trackingId":"86f60a48-04e8-4170-b355-49b1cfc9ab69","statusCode":200,"errorCode":"ITSERVICELAYER_SUCCESS","message":"Activation successful.","data":{"serialNumber":"C01001#####","deviceId":"68766d16-0b0b-4b93-9ed6-c62b3d4ac632","model":"SF01V"}}
INFO      Aug 17 15:59:49 [0]: Activation Successfull...[:)]
INFO      Aug 17 15:59:49 [0]: --requestType = 6
INFO      Aug 17 15:59:52 [0]: --requestType = 6
INFO      Aug 17 16:00:13 [0]: --requestType = 2
INFO      Aug 17 16:00:13 [0]: --lastCheckCode = 00000000-0000-0000-0000-000000000000
INFO      Aug 17 16:00:13 [0]: --cert = /content/licensing/lic_csr.pem
INFO      Aug 17 16:00:13 [0]: --token = Token-Id:C01001GHTFH9R15
INFO      Aug 17 16:00:13 [0]: --key = /content/licensing/lic_csr.key
INFO      Aug 17 16:00:13 [0]: URL : eu-prod-utm.soa.sophos.com/.../license
INFO      Aug 17 16:00:20 [0]: response : {"errorCode":"ITSERVICELAYER_CLIENT_AUTHENTICATION_ERROR","message":"Authentication failed","statusCode":403,"trackingId":"a4440004-2630-4b75-b791-d7e76ede19e5"}
ERROR     Aug 17 16:00:20 [0]: license_check failed : Authentication failed
ERROR     Aug 17 16:00:20 [0]: licensing_do_licensecheck() [:P]arsing response failed...
####################################################
generate certificate signing request (CSR)  Mon Aug 17 16:00:21 BST 2015


Mon Aug 17 16:00:22 BST 2015 certificate signing request generated with status :: 0

####################################################
INFO      Aug 17 16:00:22 [0]: --requestType = 4
INFO      Aug 17 16:00:22 [0]: --serial = C01001######
INFO      Aug 17 16:00:22 [0]: --deviceid = 68766d16-0b0b-4b93-9ed6-c62b3d4ac632
INFO      Aug 17 16:00:22 [0]: --cert = /_conf/certificate/licensing/mfgr_vendor_SO.pem
INFO      Aug 17 16:00:22 [0]: --key = /_conf/certificate/licensing/mfgr_vendor_SO.key
INFO      Aug 17 16:00:22 [0]: URL : eu-prod-csr.soa.sophos.com/.../signing
INFO      Aug 17 16:00:22 [0]: certificate_signing_request() : request : {                                  "serialNumber":"C0100######",                               "deviceId":"68766d16-0b0b-4b93-9ed6-c62b3d4ac632",                                   "certificateSigningRequest":"-----BEGIN CERTIFICATE REQUEST-----
----------------------------------SNIP--------------------------------
-----END CERTIFICATE REQUEST-----
"}
INFO      Aug 17 16:00:23 [0]: certificate_signing_request() : response : {"errorCode":"ITSERVICELAYER_CREDCENTRAL_REQUEST_ERROR","message":"Failed To Get Registered Device.","statusCode":400,"trackingId":"b9848fdb-265e-447b-a0c8-5c2e89b037ec"}

Hmmm not working ... lets try pushing activate once again


INFO      Aug 17 16:12:17 [0]: --requestType = 4
INFO      Aug 17 16:12:17 [0]: --serial = C01001#######
INFO      Aug 17 16:12:17 [0]: --deviceid = 68766d16-0b0b-4b93-9ed6-c62b3d4ac632
INFO      Aug 17 16:12:17 [0]: --cert = /_conf/certificate/licensing/mfgr_vendor                                  _SO.pem
INFO      Aug 17 16:12:17 [0]: --key = /_conf/certificate/licensing/mfgr_vendor_                                  SO.key
INFO      Aug 17 16:12:17 [0]: URL : eu-prod-csr.soa.sophos.com/.../signing
INFO      Aug 17 16:12:17 [0]: certificate_signing_request() : request : {                                           "serialNumber":"C01001#######", "deviceId":"68766d16-0b0b-4b93-9ed6-c62b3d4ac632"  "certificate SigningRequest":"
-----BEGIN CERTIFICATE REQUEST
___________SNIP______________
-----END CERTIFICATE REQUEST-----
"}
INFO      Aug 17 16:12:24 [0]: certificate_signing_request() : response : {"trackingId":"1fa677a0-5b23-4d1d-9163-60f81772a05b","statusCode":200,"errorCode":
"ITSERVICELAYER_SUCCESS","message":"Certificate signed successfully.","data":           {"serialNumber":"C01001GHTFH9R15","deviceId":"68766d16-0b0b-4b93-9ed6-c62b3d4ac632","certificate":
"-----BEGIN CERTIFICATE-----

0 PaulWarren over 8 years ago in reply to Billybob

@Billybob

For General Availability the licensing system will allow installation and registration of a device on a VM (or 3rd party hardware), deletion of that device, re-installation with the same serial number (without prompting for re-registration).

For Beta we did not have that ready so it is best to assume it won't work. However, the scenario and logs you have provided are being investigated but we need to know a) are the logs from the 2nd installation or the 1st? b) can you provide the logs from the other installation (if you still have them).

To avoid further postings in the public forum, feel free to send me further information as a private message.

Paul
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0 RFCat_vk_01 over 8 years ago in reply to PaulWarren

Hi Paul,
I tried using my existing myastaro login and found the details were invalid and so had to register again.
Next, issue, I requested a self install on own intel hardware and the iso presented is for an sg series intel based installation.

Ian M
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0 PaulWarren over 8 years ago in reply to RFCat_vk_01

@RFCat_vk
Your MyAstaro login - now MyUTM [:)] - will not work as MySophos is a separate system. You will need to create a new MySophos login if you don't have one already.

Thanks for pointing out the issue with the Software download page - we will fix the label but I can confirm that the download you receive is the correct one (SW-SFOS_15.01.0_Beta-143)

Paul
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0 Billybob over 8 years ago in reply to PaulWarren

However, the scenario and logs you have provided are being investigated but we need to know a) are the logs from the 2nd installation or the 1st? b) can you provide the logs from the other installation (if you still have them).

Sorry to confuse everyone. This is a fresh iso install of the new beta in hyper-v. When I clicked on register, I got the registration successful message but the activation kept on failing. I was going to reset the vm and try again but clicking on register again opened the popup window and it acted like I was registering for the first time. Then the validation went through without any problems. I can zip the whole log file if you need it but it doesn't have much more than what I already posted.

I am sure you guys will iron it out before general release but if there is going to be a 30 day trial, registration process should be the least difficult step in any installation of any software.

Thanks for listening.

Regards
Bill
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0 gehtniemandetwasan over 8 years ago

Cant activate my system. Just got the simple error at the web gui:

Device could not be activated. Please try again

at the console:

Device Activation in process.......Failed.
Activation process failed.

The system has full internet access. Tested an the Device console.
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0 TheBalmasque over 8 years ago in reply to gehtniemandetwasan

Cant activate my system. Just got the simple error at the web gui:

Device could not be activated. Please try again

at the console:

Device Activation in process.......Failed.
Activation process failed.

The system has full internet access. Tested an the Device console.

Same issue here... [:(]
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