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Unable to activate iView device

John Henry Vindas Carballo over 4 years ago

Hello,

I'm having an issue when trying to activate my iView device.

It is a virtual machine on HyperV, I've used the ISO file to boot it.

I have access to the GUI but when I try to activate it with the serial number I got from the license schedule it tells me that it is not possible to activate it and asks to try again later.

It have access to the internet and also I did a firewall rule for it to make sure nothing is blocked but the problem persists.

I got this log from the CLI on the iView appliance but Im not sure what is going on.

Have anyone know what could it be the reason?

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0 emmosophos over 4 years ago

Hello John,

Thank you for contacting our Sophos Community.

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

Regards,

Emmanuel (EmmoSophos)

Technical Team Lead, Global Community Support
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0 emmosophos over 4 years ago in reply to emmosophos

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,

Emmanuel (EmmoSophos)

Technical Team Lead, Global Community Support
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+1 emmosophos over 4 years ago in reply to emmosophos

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" }

Emmanuel (EmmoSophos)

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0 John Henry Vindas Carballo over 4 years ago in reply to emmosophos

Thank you very much.
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0 news lalalala over 4 years ago in reply to emmosophos

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.
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0 Sophos User1242 over 4 years ago in reply to emmosophos

Hello, everyone,

I have the same problem.
Can someone help me, please?
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0 emmosophos over 4 years ago in reply to news lalalala

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,

Emmanuel (EmmoSophos)

Technical Team Lead, Global Community Support
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0 emmosophos over 4 years ago in reply to Sophos User1242

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.

Emmanuel (EmmoSophos)

Technical Team Lead, Global Community Support
Sophos Support Videos | Product Documentation | @SophosSupport | Sign up for SMS Alerts
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0 Cesar Neves over 4 years ago in reply to emmosophos

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
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0 emmosophos over 4 years ago in reply to Cesar Neves

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,

Emmanuel (EmmoSophos)

Technical Team Lead, Global Community Support
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0 jaibarrar over 4 years ago in reply to emmosophos

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.
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0 jaibarrar over 4 years ago in reply to emmosophos

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.
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0 emmosophos over 4 years ago in reply to jaibarrar

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,

Emmanuel (EmmoSophos)

Technical Team Lead, Global Community Support
Sophos Support Videos | Product Documentation | @SophosSupport | Sign up for SMS Alerts
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0 jaibarrar over 4 years ago in reply to emmosophos

Thank you Emmanuel for the following.

Everything is OK Now.

Regards.
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Unable to activate iView device

[#9948172] Web support query [#2885]

[#9948172] Web support query [#2885]