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!
