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

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

emmosophos — Sat, 21 Nov 2020 00:35:38 GMT

Hello Christian,

Thank you for the Case ID.

I have asked the engineer to provide you with the next steps via email, however, I have sent you the same via PM.

Regards,

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

Christian Düpjohann — Fri, 20 Nov 2020 09:40:11 GMT

My case ID is 03359726.

Thx

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

gerd_zobel — Fri, 20 Nov 2020 07:51:30 GMT

Hi,

my case ID was 03341389

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

emmosophos — Fri, 20 Nov 2020 01:42:15 GMT

Hello Christian,

Please share the Case ID with me, to investigate further!

Regards,

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

emmosophos — Fri, 20 Nov 2020 01:37:20 GMT

Hello Christian,

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

Regards,

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

emmosophos — Fri, 20 Nov 2020 01:36:36 GMT

Hello Gerd,

May have your Case ID, please.

Regards,

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

Christian Düpjohann — Thu, 19 Nov 2020 14:43:38 GMT

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"

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

gerd_zobel — Thu, 19 Nov 2020 14:41:46 GMT

i also tried the "cc set red use_unified_firmware 0" without success. RMA is on its way to me.

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

gerd_zobel — Thu, 19 Nov 2020 14:38:58 GMT

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.

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

Christian Düpjohann — Thu, 19 Nov 2020 14:16:24 GMT

I have the same problem with my customers RED20.

Just opened a support case...

"cc set red use_unified_firmware 0" didn't work for me.

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

Armin Geisler — Sat, 14 Nov 2020 08:27:16 GMT

Hi,

my bad SD-RED20 was replaced by Sophos....

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

gerd_zobel — Fri, 13 Nov 2020 19:05:25 GMT

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.

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

emmosophos — Fri, 30 Oct 2020 18:51:44 GMT

Hello Armin,

Thank you! Same result.

Regards,

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

Armin Geisler — Fri, 30 Oct 2020 17:16:18 GMT

Hi Emmanuel,

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

Best regards,
Armin

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

emmosophos — Fri, 30 Oct 2020 16:52:09 GMT

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,

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

Armin Geisler — Fri, 30 Oct 2020 14:52:16 GMT

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

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

twister5800 — Fri, 30 Oct 2020 09:24:54 GMT

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 :-)

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

Armin Geisler — Fri, 30 Oct 2020 06:48:50 GMT

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

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

emmosophos — Thu, 29 Oct 2020 21:55:03 GMT

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,

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

Armin Geisler — Thu, 29 Oct 2020 16:40:45 GMT

Hi Emmaniel,

the Case-ID is 03275275.

Thank you!

Regards,
Armin

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

emmosophos — Mon, 26 Oct 2020 23:51:04 GMT

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,