UTM 9.708-6 Upgrade Breaks SPX Encryption Portal

Hello Community,

This issue is being investigated under NUTM-13193.

Public KB: https://support.sophos.com/support/s/article/KB-000043605?language=en_US

Regards,

Hello,

GES is asking if it would be possible for users affected by this, to double-check (change) their NTP server's time is correct.

If your clock is incorrect you would find the following log in the system.log 

sophos ntpd[8344]: kernel reports TIME_ERROR: 0x2041: Clock Unsynchronized

Development is working on a solution and expecting to be able to provide a further update by Dec 29 17:00:00 UTC 2021. 

A workaround is available in the KB and a Prefix is available by contacting Support.

Regards,

Hello Emmanuel,

I opened a case with Sophos support to get the mentioned prefix. After a few days it turned out that they were not able to provide a prefix instead of the "workaround" (which isn't really an option) and that the bug shoud be fixed in 9.709 which as they told me should be out on January 19th (today, January 24th, still not available).

We really need this feature, have you got any further information?

Best Regards

Frank

Hello Frank,

Can you share your Case ID, so I can check internally why they didn't provide the Prefix to you.

Regards,

Hello Emmanuel,

it is case 04796755, I opened it two weeks ago.

Regards,

Frank

Hello Frank,

Thank you for the Case ID, checking in the notes I can see GES has approved the Pre-fix for your device, however, I am following up internally with the manager of the engineer about not offering the patch.

Regards,

Hello Emmanuel,

thank you very much for your help.

There is an update in my case, yesterday (or better tonight local time...) I received a mail from Sophos support with the request to activate the support access. A few minutes ago another mail from the escalation team arrived stating that my case requires additional assistance from the global escalation specialists, that they need further information and that they would contact me within the next three business days. 

Of course I don't know how difficult it is to apply the patch or prefix or whatever there is to do to get SPX working again, but as it was already mentioned in the knowledge base article four weeks ago I can't imagine that it requires two weeks, the GES engineers ("the highest technical tier within support") and further information to patch this well known bug in UTM 9.708.

Regards,

Frank

Hello Frank,

Thank you for the follow-up and the comments.

That is an automated email the L2 engineer, usually sends when a case is sent to GES, I am against using these automated templates as it causes misunderstandings on what is going with the case, basically, once GES gets your case, they’ll email you to let you know that they’ll apply the patch. 

I would have worded the email the L2 sent you as:

Your case has been sent to our GES team for them to apply the patch, they’ll be contacting you within the next X business days, to apply the patch. 

Regards,

GES is requesting that customers who are affected by this be able to double-click  to verify (alter) the time on their NTP server.

 If your clock is off, you'll get the following message in the system.

 log

 Development is working on a solution and expects to have more information by December 29th, 17:00:00 UTC 2021. A workaround may be found in the Knowledge Base, and a Prefix can be obtained by contacting Support.

GES is requesting that customers who are affected by this be able to double-click  to verify (alter) the time on their NTP server.

 If your clock is off, you'll get the following message in the system.

 log

 Development is working on a solution and expects to have more information by December 29th, 17:00:00 UTC 2021. A workaround may be found in the Knowledge Base, and a Prefix can be obtained by contacting Support.

We are having the same issue, Clock is set correct: 

It is the error in the system log you need to look for, not the listed system time.

Time for me was correct, but still recieved the error message in the system log.

If you raise a ticket with Sophos, they should be able to apply a patch to fix