Subject: Re: Sophos Firewall is not working S/N-C1B1019XKVBWW00 [ ref:_00D301GN6a._5003Z1AGhf5:ref ]
From: Ashish Dabral <[email-masked]>
To: support <[email-masked]>
Date: Fri, 11 Dec 2020 02:04:42 -0700 (MST)

Dear Team, 

We are not able to login by Putty console and after reset also.As well as not showing boot loader afer change frequency bit. 

Network connection is not receiving any ip from any port. Please proceed for RMA 

Regards, 
Ashish Dabral 

From: "support" <[email-masked]> 
To: "vijendra jaiswal" <[email-masked]>, "Ashish Dabral" <[email-masked]> 
Sent: Tuesday, December 8, 2020 1:14:46 PM 
Subject: RE: Sophos Firewall is not working S/N-C1B1019XKVBWW00 [ ref:_00D301GN6a._5003Z1AGhf5:ref ] 

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 

NEW SUPPORT PORTAL COMING SOON 
See https://community.sophos.com/support-portal/ for details 

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Support Knowledge Base: https://community.sophos.com/kb 
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Sophos Community (discussion forums): https://community.sophos.com 

SOPHOS - CyberSecurity made simple 

--------------- 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 

ref:_00D301GN6a._5003Z1AGhf5:ref