License extension issue

Do you see the API Calls in history, that the license was applied? 

yes, those are applied for both cases, i‘m currently dealing with:

Licensing support said: „kindly wait till the date of basic guard license expires and if the license is still not renewed in to Full guard after the expiry of basic guard then kindly let us know“.
But i don’t want to wait for device becoming unlicensed and then arranging onsite-appointment for renewal with downtime when i see this would likely be an issue upcoming…

How many of those situation to you have? Can you text me the Support ID? 

Currently two. In the past 2-3 more. Problematic has always been that change from basic guard to fullguard.
PM sent.

Any news/ideas on this?

No, we are looking into this. As the migration is a niche problem, we cannot solve this within days.

We will come back to this, in case there are news. 

Thank you - It would probably be the easiest solution to create a matching license file manually through support for these few cases.
Or shifting start-date of new license 1-2 days back, so they overlap and can be uploaded to webadmin upfront. Sophos probably can handle a "free" 2-day extension of fullguard-license in those cases.
Probably much easier than searching for a general solution on a problem that will exist only until 2026.

For our current cases it would be great to have a workaround until their end-dates by the end of october.

LuCar Toni  any news on this? - if no general solution, any specific workaround for our current two cases?

So we are looking into this situation on a general solution. 
Could you please create for this firewall a new Customer Care Case and link / pn me the Support IDs? 

Sure, it's Case ID #01932094! - Thanks!

Sure, it's Case ID #01932094! - Thanks!

We can confirm issues with BasicGuard renewals with our customers...last renewal: BasicGuard will stopp 12.10.2024 (already removed in myutm) new renwal licence for FullGuard (in myutm) starts 13.10.2024! How to do a renewal without interruption? Just crazy how Sophos do this...seems thinking not allowed - and such an efford for this "peanut"-Licences...

Recent solution - within 3rd Support case: Support can provide 7-day temporary license (no future start-date, only from today). So you can apply temporary license 2-3 days before end and replance with new license after start date.

Sure you can ask for a temp. license -> then import these license -> wait until the new renewal license will start -> import the renewal license -> working (maybe next year same fun...)

Now count your time efford for all these steps (maybe Sophos will write you some mails back until they understand your obviously problem and until you'll receive the temp. license (of course this happens after you had received some out of office mails from your initial sophos contacts first - yeah real comedy)) and then check what you/your company will earn for this renewal license...Not a very smart way.

Sorry but for me this happens MAINLY if you don´t trust your partners (gold level) and don´t give them an easy way to get a small amount or maybe 7-day temporary licenses to solve issues like this on their own - it always becomes more complicated to call it partnership...

regards

Oh I forgot...when finshed...use your time and "Tell us how we did!"...

:-D

Essentially Sophos is looking into a solution to fix this for a long run. 

The challenge is basically the firewall and myUTM portal, which cannot build a license as needed / work with a license like that. 

This is an ongoing investigation of how to tackle this overlapping of BG to FG. 

Normally you should consider that before you kill a license option like "Basic Guard" from one day to the next... but not 1 year later...JUST annoying and nearly issues with every BG renewal...

We are tracking this for a longer time and looking into this. Most scenarios, we are talking to SG105/115 customer, they were on their way to migrate to SFOS anyway. 

Did you escalate this subject recently, if this struggles your installation basis? 
As FFin stated, this is the first post in the community talking about this. 

But this is sure not the first support case for this issue for Sophos Support/Care - it´s just public now and shows that Sophos was not able to solve this issue since they killed the BasicGuard License 1 year ago...

Yes migration to SFOS/Central is always the solution for Sophos... But if the customer device is 2 or 3 years old?!? The customer will extend the old UTM licence first of course... Also if you compare the price of an UTM Device with BasicGuard and now with SFOS (and e.g. for e-mail protection (+additional licence) there are some major missing features now in SFOS compared to UTM even with BasicGuard!)...

As you can see a lot of homework to do for Sophos (especially for smaller customers) as I can tell you... But it also seems to us that Sophos is not interested in the opinion of their partners...

Here we serve our food..."oh... yes we had an "all you can eat" option years ago"! Now we offer you different courses but we guarantee you´ll be fed up like with the "all you can eat option" (you just have to pay each course)...

We are not able to open a support case for every issue here (always for the same problem!) just because Sophos don´t provide a serious solution here...

We´ll try to fix it as fast as possible but can not guarantee without interruption - we´ll communicate that to our customers of course and maybe you´ll lose some customers in future because of Sophos business decissions (made from economists and not from technicans) ...

I do not want to make the same discussion in this community thread about missing features, as it it not related to the initial issue.

I can only say, we are looking into this for a resolution in the long run.

Yes we´re looking forward :-)

And don´t take it personally - you´re not responsible for the decissions Sophos made here in the past and you´ll also not be able to change anything here...

You try to answer and to help here...

So best regards