Subject: Re: Sophos Firewall is not working S/N-C1B1019XKVBWW00 [ ref:_00D301GN6a._5003Z1AGhf5:ref ]
From: Ashish Dabral <[email-masked]>
To: support <[email-masked]>
Date: Sat, 12 Dec 2020 01:39:11 -0700 (MST)

Dear Team, 

Please find below the details: 

Defective Unit Serial number & License ID: 

======================= 
[ Serial Number: C1B1019XKVBWW00, License Number: - FGXG13536-4D7HDFH6A ] 

Defect with unit: 
============= 
[ Lan por t is not working. We tried to access device using USB serial cable & Serial console cable, however, we were not able to access firewall ] 

Is the device part of a HA/Cluster - No 
========================== 

If yes, please provide the Unit Serial number of the devices: 

Required Firmware: SF 18.0 MR3 (18.0.3.457) 

================ 
Latest Available UTM 9 [ SF 18.0 MR3 (18.0.3.457) ] 

Shipping Info: 
=========== 
First Name: Ashish 
Last Name: Dabral 
Company: LiveSalesman 
Email: [email-masked] , [email-masked] 

Telephone: [ callto:+91-9717544614 | +91-9717544614 ] 

Delivery Address: A-72, Sector- 2 
City: Noida 
Zip Code: 201301 
Country: India 

Regards, 
Ashish Dabral 

From: "support" <[email-masked]> 
To: "Ashish Dabral" <[email-masked]> 
Sent: Saturday, December 12, 2020 12:03:31 AM 
Subject: Re: Sophos Firewall is not working S/N-C1B1019XKVBWW00 [ ref:_00D301GN6a._5003Z1AGhf5:ref ] 

Hello, 

This is regarding service request number (03416725), which you have opened with us. 

As per our conversation regarding device behavior, we are declaring the device as faulty. To replace that we required all below details to process RMA. 
After receiving below details from you, I will process the RMA and send you notification email and after process and details provided by the RMA team such as delivery time and tracking information. 

RMA Form 

Please complete the form below (Please fill all the parameters): 
Defective Product: 
============== 
[e.g. Refurbished ASG120 Rev2 or New ASG220 rev3 (DOA) or RED rev.2] [ Please do not forget to mention revision number of hardware appliance] 
for RED/AP power supply type: AU,UK,US,EU or JP 
Defective Unit Serial number & License ID: 
======================= 
[ Please enter serial number & license ID here] 
Defect with unit: Lan port is not working. We tried to access device using USB serial cable & Serial console cable, however, we were not able to access firewall 
============= 
[ Please describe the issue in detail] 
Is the device part of a HA/Cluster 
========================== 
Yes/No 
If yes, please provide the Unit Serial number of the devices: 

Required Firmware: 
================ 
Latest Available UTM 9 [ Please enter UTM software version here ] 

Shipping Info: 
=========== 
First Name: 
Last Name: 
Company: 
Email: 
Telephone: 

Delivery Address: 
City: 
Zip Code: 
Country: 

Please, contact us if you have any further query in this regards. 

With Regards, 
Simran Aishwarya 
Technical Support Engineer 

--------------- Original Message --------------- 
From: Ashish Dabral [[email-masked]] 
Sent: 12/11/2020 2:34 PM 
To: [email-masked] 
Subject: Re: Sophos Firewall is not working S/N-C1B1019XKVBWW00 [ ref:_00D301GN6a._5003Z1AGhf5:ref ] 
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 

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: 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