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Problems provisioning new RED devices?

dirkkotte

someone run into problems installing new devices these days from germany?
Seems my devices (RED15 & RED50) are unable to reach the provisioning server.
I get the message "try prov server" for only half a second. Support say "I checked with the RED ID A3400xxxxxxxxxx and found that this device never contact the provisioning server"
I try it from different networks with different ISP's.



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  • 0

    Hallo Dirk,

    One of my clients recently had a similar difficulty with an RMA RED 15.  The replacement couldn't reach the provisioning server.  When I asked someone onsite to try connecting directly with a laptop, Windows complained that it didn't get an IP.  I had him call their local ISP to have them enable DHCP on their recently-upgraded connection.  Bingo!  The RED started right up.

    The RED needs to use DHCP to get an IP before it can reach the provisioning servers to get its configuration.  Once it has that, it doesn't normally need DHCP.  That's why the original device had no problems immediately after the service was upgraded.

    Cheers - Bob

     
    Sophos UTM Community Moderator
    Sophos Certified Architect - UTM
    Sophos Certified Engineer - XG
    Gold Solution Partner since 2005
    MediaSoft, Inc. USA
  • 0

    HI Dirk..

    any news on this ? Also gut Replacement from Sophos and it didnt provision either.

     

    Production Date is July 2019

     

    Thanks in advance...

     

    Cheers,
    Chris

  • 0 in reply to ChrisBKA

    Hallo Chris,

    Did you try what I described above?

    Cheers - Bob

     
    Sophos UTM Community Moderator
    Sophos Certified Architect - UTM
    Sophos Certified Engineer - XG
    Gold Solution Partner since 2005
    MediaSoft, Inc. USA
  • 0 in reply to ChrisBKA

    Greetings Chris,

    Bob is right, this provisioning issue is due to the RED needing an IP address.

    I installed a RED-50 the other night and got it to work in a little different way.

    I called in and had support assist me. I setup the RED config with a static IP, but once the WAN was hooked up, it could not find a provisioning server and went into a boot loop with a failed network setup error message.

    I setup RED to get an IP via DHCP, then I plugged the RED into the internal LAN, it pick an IP and then the tunnel worked.

    In the end we got the RED setup by downloading the RED configuration file onto a USB drive.

    Once we plugged in the USB with config, WAN, and rebooted it worked.

    Hope this helps,

    Sean

  • 0 in reply to Sean Rome

    Hello,

    today I just deployed a RED15w in Germany without any problem.

    Local DHCP-Server is needed for first setup. Minimum is a local IP, a working DNS resolver and a gateway to reach the Internet and Port 3400 (tcp+udp) should not be blocked if this is for RED10/15/15w, additionally Port 3410 (tcp+udp) is needed for a RED50. Of course Ports 80 and 443 (outgoing) shouldn't be blocked for the IP of the RED-device, too.

    Regards,

    Philipp

    Mit freundlichem Gruß, best regards from Germany,

    Philipp Rusch

    New Vision GmbH, Germany
    Sophos Silver-Partner

    If a post solves your question please use the 'Verify Answer' button.

  • 0 in reply to PhilippRusch

    Hello everybody,
    A short feedback about my problem:
    - Of course I tested DHCP and DNS
    - I tried to deploy from 3 open networks where it always worked (I have rolled out more than 100 REDs so far).
    - I had to RMA the old one and a RMA replacement device. The new devices work without problems


    Dirk

    Systema Gesellschaft für angewandte Datentechnik mbH  // Sophos Platinum Partner
    Sophos Solution Partner since 2003
    If a post solves your question, click the 'Verify Answer' link at this post.

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