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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 twister5800 over 4 years ago

Hi,

try to remove the SD-RED 20 entirely from the SG105 (delete it but note down unlock key), re add the SD-RED again, it will connect to prov. service first to get firmware, maybe this will "fix" the RED. Place the RED on a DHCP link somewhere, if using static IP, wait for that, until the device is stable :-)

-----

Best regards
Martin

Sophos XGS 2100 @ Home | Sophos v20 Technician
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0 twister5800 over 4 years ago

Hi,

try to remove the SD-RED 20 entirely from the SG105 (delete it but note down unlock key), re add the SD-RED again, it will connect to prov. service first to get firmware, maybe this will "fix" the RED. Place the RED on a DHCP link somewhere, if using static IP, wait for that, until the device is stable :-)

-----

Best regards
Martin

Sophos XGS 2100 @ Home | Sophos v20 Technician
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0 Armin Geisler over 4 years ago in reply to twister5800

Hi Martin,

i removed the SD-RED 20 and added it again.
The error-message in the logfile is the same:

R2000XXXXXXXXX: command '{"data":{"message":"May not update firmware: Firmware update counter exceeded","type":"FIRMWARE_UPDATE"},"type":"DISCONNECT"}'

2020:10:30-15:49:25 gw01 red_server[4123]: R2000XXXXXXXXX: Disconnecting: FIRMWARE_UPDATE, May not update firmware: Firmware update counter exceeded

2020:10:30-15:49:25 gw01 red_server[4123]: id="4202" severity="info" sys="System" sub="RED" name="RED Tunnel Down" red_id="R2000XXXXXXXXXX" forced="1"

2020:10:30-15:49:25 gw01 red_server[4123]: R2000XXXXXXXXX is disconnected

after that:

SELF: New connection from <ip address removed> with ID R2000XXXXXXXX(cipher AES256-GCM-SHA384), rev1<30>Oct 30 15:50:53 red_server[4377]: R2000XXXXXXXX: Connection is refused as this device is deactivated.

R2000XXXXXXXXX: Sending json message {"data":{},"type":"DEVICE_DEACTIVATED"}

Regards

Armin
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0 gerd_zobel over 4 years ago in reply to Armin Geisler

Hi,

any news on this one?

Got a FRESH SD-RED20 yesterday and from scratch i ran into exactly the same.

This is seen on an UTM, connecting it to an XG brings no change as well.

"Firmware Update counter exceeded.. " - well maybe i could "reset" it on the SD-RED20. But i see no CLI command.
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0 Armin Geisler over 4 years ago in reply to gerd_zobel

Hi,

my bad SD-RED20 was replaced by Sophos....
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0 gerd_zobel over 4 years ago in reply to Armin Geisler

My RMA is on its way...

As Christian Düpjohann as well has this issue i feel it might not be on the devices.

I hope the RMAed Device will not do the same again.
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0 Christian Düpjohann over 4 years ago in reply to gerd_zobel

x2
The device had no problems for over 6 months. Around one or two weeks ago, from one day to the other it stopped working.

"red_server[2134]: R20001GTV4VKFA3: Deactivated red, fw update counter exceeded"
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0 emmosophos over 4 years ago in reply to gerd_zobel

Hello Gerd,

May have your Case ID, please.

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 emmosophos over 4 years ago in reply to Christian Düpjohann

Hello Christian,

Could you please share your Case ID, if you have one open.

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 gerd_zobel over 4 years ago in reply to emmosophos

Hi,

my case ID was 03341389
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