Subject: Re: [#10037422] Issue with LAN port
From: Ashish Dabral <[email-masked]>
To: Sophos Support <[email-masked]>
Date: Sat, 8 Aug 2020 07:53:51 -0700 (MST)

Dear Kishan , 

Thank you for your email. 

We have tried with USB and serial console cable both but we are not able to access it. Could you please proceed with it for RMA? 

Please let us know what details do you need for it. We will send it to you. 

Waiting for your reply 

Regards, 
Ashish Dabral 

From: "Sophos Support" <[email-masked]> 
To: "Ashish Dabral" <[email-masked]> 
Sent: Thursday, August 6, 2020 7:34:26 PM 
Subject: [#10037422] Issue with LAN port 

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 | 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 | 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 | 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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