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SD-RED20 "May not update firmware: Firmware update counter exceeded"

Hallo zusammen,

ich habe eine neue SD-RED20, die sich nicht an eine SG105 verbinden will.
Im Log erscheint dann immer die Meldung:

{"message":"May not update firmware: Firmware update counter exceeded","type":"FIRMWARE_UPDATE"},"type":"DISCONNECT"}'
Disconnecting: FIRMWARE_UPDATE, May not update firmware: Firmware update counter exceeded

Danach wird die RED in der SG105 deaktiviert.

Eine andere SD-RED20 läuft einwadnfrei, Firmware ist 9.705-3

Ich habe bereits mehrmals die RED komplett aus der SG105 gelöscht und neu angelegt und sie auch mal per USB provisioniert - Ohne Erfolg.
Ein Reset brachte auch nichts. Immer mit gleichem Ergebnis.

Hatte das Problem schonmal jemand?

Gruß,

Armin

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0 emmosophos over 4 years ago

Hello Armin,

Thank you for contacting the Sophos community!

This seems to update an update with the RED itself.

Try running this command,

cc set red use_unified_firmware 0

After this disconnect and reconnect the RED, if it fails please open a case with the support and send me the Case ID I think the unit might need to be RMA or case escalated.

Regards,

Emmanuel (EmmoSophos)

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

Hi Emmaniel,

the Case-ID is 03275275.

Thank you!

Regards,
Armin
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0 Armin Geisler over 4 years ago in reply to emmosophos

Hi Emmaniel,

the Case-ID is 03275275.

Thank you!

Regards,
Armin
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0 emmosophos over 4 years ago in reply to Armin Geisler

Hello Armin,

Thank you for the Case ID.

Can you reconnected the RED again and use this unlock code. 67nhhsj8

Let me know if something changes.

Regards,

Emmanuel (EmmoSophos)

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

Hello Emmanuel,

thanks. I connected it again and got th same error message:

R2000XXXXXXXXXX: command '{"data":{"message":"May not update firmware: Firmware update counter exceeded","type":"FIRMWARE_UPDATE"},"type":"DISCONNECT"}'

2020:10:30-07:45:11 gw01 red_server[14793]: R2000XXXXXXXXX: Disconnecting: FIRMWARE_UPDATE, May not update firmware: Firmware update counter exceeded

2020:10:30-07:45:11 gw01 red_server[14793]: id="4202" severity="info" sys="System" sub="RED" name="RED Tunnel Down" red_id="R2000XXXXXXXX" forced="1"

2020:10:30-07:45:11 gw01 red_server[14793]: R2000XXXXXXXXX is disconnected.

After that, the RED is disabled in the SG105.

Regards,
Armin
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0 emmosophos over 4 years ago in reply to Armin Geisler

Thank you Armin,

You should receive the form today from the engineer assigned to your case.

I wanted to ask, would it be possible for me if the RED 20 is not registered to the UTM but still have a valid internet connection, can I registered for testing to my LAB UTM and Sophos XG?

Regards,

Emmanuel (EmmoSophos)

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

Hi Emmanuel,

yes, i removed it from UTM. You can register it for testing.

Best regards,
Armin
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0 emmosophos over 4 years ago in reply to Armin Geisler

Hello Armin,

Thank you! Same result.

Regards,

Emmanuel (EmmoSophos)

Technical Team Lead, Global Community Support
Sophos Support Videos | Product Documentation | @SophosSupport | Sign up for SMS Alerts
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