Subject: [#10037422] Issue with LAN port
From: Sophos Support <[email-masked]>
To: <[email-masked]>
Date: Thu, 6 Aug 2020 15:04:26 +0100

Hello Ashish,

This is regarding your service request number 10037422. 

  
 Problem statements

Issue with LAN port  

Steps taken

We tried to access device using USB serial cable, however we were not able to access firewall using USB serial console, due to issue with driver or system. 
Please arrange serial console cable and perform port test using below mentioned KBA. 
https://community.sophos.com/kb/en-us/125040

Before doing port test please connect cables as from port 1 with port 2 using single LAN cable. So that link comes up.  
  
 To access firewall using serial console cable, please follow below mentioned KBA. 

https://community.sophos.com/kb/en-us/123197 
  
 Plan of Action 
  
 As discussed on call, please send us port test result so that we can proceed further with this case. 

  
 Just to let you know, my shift timings for the current month is 10:00 to 19:00 IST  (GMT +5:30) from Monday to Friday. 

  
 In case of any urgent assistance, you can also call us on our Support Help Line Number: 

  
 For Sophos Network Security Product, related assistance (XG, UTM9, Email Gateways): https://secure2.sophos.com/en-us/support/open-a-support-case.aspx (IVR Option 3) 
  
 Thank you for choosing Sophos. 

  
 Have a nice day ahead. 

Regards,

Kishan Gohel
Sophos Technical Support
https://www.sophos.com/en-us/support/contact-support.aspx

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