Subject: Re: [#10037422] Issue with LAN port
From: Sophos Support <[email-masked]>
To: <[email-masked]>
Date: Thu, 13 Aug 2020 14:59:52 +0100

Hello Ashish,

We would like to know did you perform a port test of the device?

If yes ,then kindly share the log file with us if you are unable to capture a video or image?

Share the console/CLI output with us.

Based on the output of the log file which you will provide we will be able to narrow down the issue.

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-13 07:14 PM
To: [email-masked],
Cc:

Hello Team,

Please check my email which I sent you on 11th August

Regards,
Ashish Dabral

From: "Sophos Support" <[email-masked]>
To: "Ashish Dabral" <[email-masked]>
Sent: Thursday, August 13, 2020 7:10:31 PM
Subject: Re: [#10037422] Issue with LAN port

Hello Ashish,

We would like to know did you perform a port test of the device?

If yes ,then kindly share the log file with us if you are unable to capture a video or image?

Share the console/CLI output with us.

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-13 06:37 PM
To: [email-masked],
Cc:

Hello Team,

Is there any update?

When can be expect new device.

Please find below the device details.

Model Number | Firmware version | Appliance Key
XG135 | SFOS 17.5.9 MR-9.HF062020.1 | C1B0CCKTJ2X98BD

Regards,
Ashish Dabral

From: "Ashish Dabral" <[email-masked]>
To: "Sophos Support" <[email-masked]>
Sent: Tuesday, August 11, 2020 11:32:31 AM
Subject: Re: [#10037422] Issue with LAN port

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

** 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

** 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,