Subject: Re: [#10037422] Issue with LAN port
From: Ashish Dabral <[email-masked]>
To: Sophos Support <[email-masked]>
Date: Mon, 10 Aug 2020 23:02:31 -0700 (MST)

Hello Team, 

We already tried and we are not able to make videos as mobiles are not allowed in our office. 

Please call me today. Thank you 

Regards, 
Ashish Dabral 

From: "Sophos Support" <[email-masked]> 
To: "Ashish Dabral" <[email-masked]> 
Sent: Monday, August 10, 2020 4:43:58 PM 
Subject: Re: [#10037422] Issue with LAN port 

Hello Ashish , 

We tried contacting you on 9717544614 at 4:34 pm (IST),however the call was not responded. 

When you try to access the Firewall via USB/Serial Cable, please confirm that you are selecting the proper COM Port and setting the Baud Rate to 38400. 

How to setup a Serial connection with a console cable. 
https://community.sophos.com/kb/en-us/123197 

If you are trying to access through USB,ensure you have required drivers on the system to access the CLI,if not ,install them and then perform the Port Test. 

Testing the Ethernet card. 
https://community.sophos.com/kb/en-us/125040 

Once accessed you might see just a Black Screen, which would show a prompt only after you press Enter key 

If you are not able to access after the above, please capture a video showing all of above details and share it with us so that we can look into it 

You can upload video on FTP using below information 

------ Sophos FTP Login Information ------ 
** Authentication is required, no anonymous access is allowed ** 

Host: ftp.sophos.com 
Port: 990 
Protocol: FTP over explicit TLS/SSL. 

Username: 10037422 
Password: 415980Fcc6 

How to configure your FTP Client to connect to Sophos: [ https://www.sophos.com/en-us/support/knowledgebase/113454.aspx | https://www.sophos.com/en-us/support/knowledgebase/113454.aspx ] 

** Please remember to inform Sophos Technical Support when new files are uploaded ** 

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

IN Support Lines: Toll Free: 000 800 100 8381 International: (+65) 6776 7467 

Just to let you know, my shift timings for the current month is 11:30 to 20:30 IST (GMT + 05:30) from Monday to Friday. 

Regards, 

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

Get Product Notifications via SMS - Sophos Mobile Notification Service: https://sms.sophos.com 
Support Knowledge Base: https://community.sophos.com/kb 
Follow us on Twitter @SophosSupport 
Sophos Community (discussion forums): https://community.sophos.com 

SOPHOS - CyberSecurity made simple 

-----Original Message----- 
From: [email-masked] 
Sent: 2020-Aug-10 02:22 PM 
To: [email-masked], 
Cc: 

Dear Kisham, 

Could you please call me at +91-9717544614 and assist me on that? 

I am available here till 8:30PM 

Regards, 
Ashish Dabral 

From: "Sophos Support" <[email-masked]> 
To: "Ashish Dabral" <[email-masked]> 
Sent: Sunday, August 9, 2020 3:01:17 PM 
Subject: Re: [#10037422] Issue with LAN port 

Hi , 

This is regarding service request number #10037422 for the reported issue “Issue with LAN port”. 

When you try to access the Firewall via USB/Serial Cable, please confirm that you are selecting the proper COM Port and setting the Baud Rate to 38400 

Once accessed you might see just a Black Screen, which would show a prompt only after you press Enter key 

If you are not able to access after the above, please capture a video showing all of above details and share it with us so that we can look into it 

You can upload video on FTP using below information 

------ Sophos FTP Login Information ------ 
** Authentication is required, no anonymous access is allowed ** 

Host: ftp.sophos.com 
Port: 990 
Protocol: FTP over explicit TLS/SSL. 

Username: 10037422 
Password: 415980Fcc6 

How to configure your FTP Client to connect to Sophos: [ https://www.sophos.com/en-us/support/knowledgebase/113454.aspx | https://www.sophos.com/en-us/support/knowledgebase/113454.aspx ] 

** Please remember to inform Sophos Technical Support when new files are uploaded ** 
------------------------------------------ 

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) 

For Cyberoam Appliance related assistance: https://www.cyberoam.com/contactsupport.html 

Thank you for choosing Sophos. 

Have a nice day ahead. 

Regards, 

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

Get Product Notifications via SMS - Sophos Mobile Notification Service: https://sms.sophos.com 
Support Knowledge Base: https://community.sophos.com/kb 
Follow us on Twitter @SophosSupport 
Sophos Community (discussion forums): https://community.sophos.com 

SOPHOS - CyberSecurity made simple 

-----Original Message----- 
From: [email-masked] 
Sent: 2020-Aug-08 08:24 PM 
To: [email-masked], 
Cc: 

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 

Get Product Notifications via SMS - Sophos Mobile Notification Service: https://sms.sophos.com 
Support Knowledge Base: https://community.sophos.com/kb 
Follow us on Twitter @SophosSupport 
Sophos Community (discussion forums): https://community.sophos.com 

SOPHOS - CyberSecurity made simple