Subject: RE: Sophos Firewall is not working S/N-C1B1019XKVBWW00 [ ref:_00D301GN6a._5003Z1AGhf5:ref ]
From: Sophos Support <[email-masked]>
To: "[email-masked]" <[email-masked]>, "[email-masked]" <[email-masked]>
Date: Tue, 8 Dec 2020 07:44:46 +0000 (GMT)

Hello Ashish,

This is regarding service request number 03416725,

Thank you for your time over call today.

Please share output of following command from putty -

1> Enable SSH on WAN zone (temporarily) or Take serial cable console of XG is no port is working. (https://support.sophos.com/support/s/article/KB-000035769?language=en_US )

2> Take putty session.
3> Refer to following KBA for Port test  ---https://support.sophos.com/support/s/article/KB-000036345?language=en_US

Please contact us for any further assistance.

With Regards,
Simran Aishwarya
Technical Support Engineer

--------------- Original Message ---------------
From: Sophos Support [[email-masked]]
Sent: 12/8/2020 1:00 PM
To: [email-masked]
Subject: RE: Sophos Firewall is not working S/N-C1B1019XKVBWW00 [ ref:_00D301GN6a._5003Z1AGhf5:ref ]

Hello Virendra,

This is regarding the service request number 03416725 which you have opened with us.

> Could you please let us know are you able to access the firewall via GUI/SSH?
> Is internet working through the firewall?
> Are you able to boot the firewall properly or not?
> Are you able to ping the firewall?
> What is the LED status of the firewall?

In case you need immediate assistance, please call our Support Lines:

IN Support Lines:    Toll Free: 000 800 100 8381 International: (+65) 6776 7467
UK Support Lines:   0844 767 4670 (0844 SOPHOS-0) International: +44 (0)1235 465818
US Support Lines:   Toll Free: 1-888-SOPHOS-9 (1-888-767-4679) International: 1-781-494-5800
AU Support Lines:   Australia: 1300 041 895 New Zealand: 0800 884 012 International: +61 2 9409 9111

With Regards,
Simran Aishwarya
Technical Support Engineer

Regards,

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

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--------------- Original Message ---------------
From: Sophos Support [[email-masked]]
Sent: 12/7/2020 11:02 PM
To: [email-masked]
Subject: Sophos Firewall is not working S/N-C1B1019XKVBWW00 [ ref:_00D301GN6a._5003Z1AGhf5:ref ]

Hello Virendra,

This is regarding the service request number 03416725 which you have opened with us.

> Could you please let us know are you able to access the firewall via GUI/SSH?
> Is internet working through the firewall?
> Are you able to boot the firewall properly or not?
> Are you able to ping the firewall?
> What is the LED status of the firewall?

In case you need immediate assistance, please call our Support Lines:

IN Support Lines:    Toll Free: 000 800 100 8381 International: (+65) 6776 7467
UK Support Lines:   0844 767 4670 (0844 SOPHOS-0) International: +44 (0)1235 465818
US Support Lines:   Toll Free: 1-888-SOPHOS-9 (1-888-767-4679) International: 1-781-494-5800
AU Support Lines:   Australia: 1300 041 895 New Zealand: 0800 884 012 International: +61 2 9409 9111

With Regards,
Simran Aishwarya
Technical Support Engineer

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