Unable to activate iView device

Hello John,

Thank you for contacting our Sophos Community.

I will send you a PM, please forward the licensing.logs 

Regards,

Hello John,

I send you a PM, but it seems that you are being affected by NCR-2885 where new activations of iView are failing. 

Please send me the details I asked via the PM.

Regards,

Hello John,

Thank you for the Logs, so to confirm yes you are being affected by NCR-2885. Dev is currently investigating this, it seems like an issue with an expired certificate in iView. 

We were able to confirm this after getting the logs from the licensing.log showend below. 

# cd /log

# cat licensing.log

INFO May 04 16:47:26 [0]: --model = SIV
INFO May 04 16:47:26 [0]: --vendor = SO01
INFO May 04 16:47:26 [0]: --upgradeReqType = 1
INFO May 04 16:47:26 [0]: --upgradedFrom = 0
INFO May 04 16:47:26 [0]: --fwversion = 03.01.2.009
INFO May 04 16:47:26 [0]: --cert = /_conf/staticfiles/certificate/licensing/mfgr_vendor_SO.pem
INFO May 04 16:47:26 [0]: --token = Token-Id:SO-D5C052A8
INFO May 04 16:47:26 [0]: --key = /_conf/staticfiles/certificate/licensing/mfgr_vendor_SO.key
INFO May 04 16:47:26 [0]: URL : eu-prod-utm.soa.sophos.com/.../applianceactivation
INFO May 04 16:47:28 [0]: response : {"errorCode":"ITSERVICELAYER_CLIENT_AUTHENTICATION_ERROR", "message":"IIS error: HTTP 403.0 - Forbidden", "statusCode": 403}
ERROR May 04 16:47:28 [0]: Activation Failed...:)
ERROR May 04 16:47:28 [0]: licensing_do_activation() : parsing failed...
{ "status": "500", "statusmessage": "Appliance Activation Failed" }

Hello John,

Thank you for the Logs, so to confirm yes you are being affected by NCR-2885. Dev is currently investigating this, it seems like an issue with an expired certificate in iView. 

We were able to confirm this after getting the logs from the licensing.log showend below. 

# cd /log

# cat licensing.log

INFO May 04 16:47:26 [0]: --model = SIV
INFO May 04 16:47:26 [0]: --vendor = SO01
INFO May 04 16:47:26 [0]: --upgradeReqType = 1
INFO May 04 16:47:26 [0]: --upgradedFrom = 0
INFO May 04 16:47:26 [0]: --fwversion = 03.01.2.009
INFO May 04 16:47:26 [0]: --cert = /_conf/staticfiles/certificate/licensing/mfgr_vendor_SO.pem
INFO May 04 16:47:26 [0]: --token = Token-Id:SO-D5C052A8
INFO May 04 16:47:26 [0]: --key = /_conf/staticfiles/certificate/licensing/mfgr_vendor_SO.key
INFO May 04 16:47:26 [0]: URL : eu-prod-utm.soa.sophos.com/.../applianceactivation
INFO May 04 16:47:28 [0]: response : {"errorCode":"ITSERVICELAYER_CLIENT_AUTHENTICATION_ERROR", "message":"IIS error: HTTP 403.0 - Forbidden", "statusCode": 403}
ERROR May 04 16:47:28 [0]: Activation Failed...:)
ERROR May 04 16:47:28 [0]: licensing_do_activation() : parsing failed...
{ "status": "500", "statusmessage": "Appliance Activation Failed" }

Thank you very much.

Same here, installed iView version 3, get {"errorCode":"ITSERVICELAYER_CLIENT_AUTHENTICATION_ERROR", "message":"IIS error: HTTP 403.0 - Forbidden", "statusCode": 403} in licensing.log.

Tested from iView console that PING to www.google.com.hk & 8.8.8.8 is OK.

Hello, everyone,

I have the same problem.
Can someone help me, please?

Hello news lalalala.

The problem here is one of the certificates in the built version of iView has expired which is causing that forbidden status code.

From yesterday there is a workaround available, which is basically installing a patch that contains the new certificates. 

To get those applied please create a Ticket and reference NCR-2885. 

After that please send me the Case ID, so I can follow the ticket status.

Regards,

Hello Sophos User1242,

Thank you for contacting our community.

The problem here is one of the certificates in the built version of iView has expired which is causing those new installations of iView fail.

From yesterday there is a workaround available, which is basically installing a patch that contains the new certificates. 

To get those applied please create a Ticket and reference NCR-2885 when you open the ticket.

After that please send me the Case ID, so I can follow the ticket status.

Hello 

I have the same issue, how can i get an apply the patch?

I have in home a XG86W that don´t have a internal disk so i can´t store the logs.

Kind Regards

Hello Cesar,

Please open a case with support, so we can schedule a remote session to get the patch applied. Once you get the Case ID send it to me via PM.

Your XG will not hold the patch files, but it will be the iView device.

Regards,

Hi Emmanuel,

I have the same issue

INFO      Jun 17 18:22:28 [0]: --requestType = 1
INFO      Jun 17 18:22:28 [0]: --serial =
INFO      Jun 17 18:22:28 [0]: --deviceid =
INFO      Jun 17 18:22:28 [0]: --model = SIV
INFO      Jun 17 18:22:28 [0]: --vendor = VM01
INFO      Jun 17 18:22:28 [0]: --upgradeReqType = 1
INFO      Jun 17 18:22:28 [0]: --upgradedFrom = 0
INFO      Jun 17 18:22:28 [0]: --fwversion = 03.01.2.009
INFO      Jun 17 18:22:28 [0]: --cert = /_conf/staticfiles/certificate/licensing/mfgr_vendor_VM.pem
INFO      Jun 17 18:22:28 [0]: --token = Token-Id:
INFO      Jun 17 18:22:28 [0]: --key = /_conf/staticfiles/certificate/licensing/mfgr_vendor_VM.key
INFO      Jun 17 18:22:28 [0]: URL : eu-prod-utm.soa.sophos.com/.../applianceactivation
INFO      Jun 17 18:22:29 [0]: response : {"errorCode":"ITSERVICELAYER_CLIENT_AUTHENTICATION_ERROR", "message":"IIS error: HTTP 403.0 - Forbidden", "statusCode": 403}
ERROR     Jun 17 18:22:29 [0]: Activation Failed...:)
ERROR     Jun 17 18:22:29 [0]: licensing_do_activation() : parsing failed...

I have created the following ticket:

[#9948172] Web support query [#2885]

I hope you can help me.

Regards.

Hello Jose,

Thank you for contacting the Sophos Community.

I have checked the ticket and it looks like my co-worker Danilo, will be reaching out to you tomorrow to get the patch applied.

I have left a mentoring note with the steps to follow. I will follow up the case. If for some reason my co-worker is unable to apply the patch please send me a PM, and I can assist you with the same. 

Regards,

Thank you Emmanuel for the following.

Everything is OK Now.

Regards.