Subject: Re: 04765511 / Drive issue / ref:_00D301GN6a._5003Z1LFr0F:ref
From: Ashish Dabral <[email-masked]>
To: support <[email-masked]>
Date: Thu, 30 Dec 2021 04:11:05 -0700 (MST)

Hello, 

PFB the details. 

[New ASG220 rev3] 

[ Please do not forget to mention revision number of hardware appliance] 

for RED/AP power supply type: UK 

Defective Unit Serial number & License ID: 
======================= 
[ C1B101B8HH86PF2 ] 

Defect with unit: - 
============= 
[ The status of the unit is Red and SFP port the lights are stable] 

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

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

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

Shipping Info: 
=========== 
Company: Cherry E - Commerce Services Pvt. Ltd. 

First Name: Ashish 
Last Name: Dabral 
Email: [email-masked] 
Telephone: +91-9717544614 

Delivery Address: A-72, Sector-2 
Zip Code: 201301 
City: Noida 
Country: India 
GSTN : 09AACCC2114N1ZQ 

Regards, 
Ashish Dabral 

From: "support" <[email-masked]> 
To: "Ashish Dabral" <[email-masked]> 
Sent: Thursday, December 30, 2021 2:34:01 PM 
Subject: RE: 04765511 / Drive issue / ref:_00D301GN6a._5003Z1LFr0F:ref 

Hi Ashish, 

This is regarding service request number 04765511. 

From the case & troubleshooting notes, we have found that there is an issue with Hardware hence, we need to arrange the replacement against the current appliance with the help of Concerned Team. 

After receiving below details from you, I will process the RMA and send you notification email. And after RMA being processed by the concerned team, you shall receive details of replacement device and tracking information on the delivery. 

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: 
============= 
[ 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 [ Please enter device software version here ] 

Shipping Info: 
=========== 
Company: 

First Name: 
Last Name: 
Email: 
Telephone: 

Delivery Address: 
Zip Code: 
City: 
Country: 
GSTN : IF Country is INDIA 

Please, contact us if you have any further query in these regards. 
Nipun Dixit 
Sophos Technical Support 

--------------- Original Message --------------- 
From: Ashish Dabral [[email-masked]] 
Sent: 12/29/2021 12:18 PM 
To: [email-masked] 
Subject: 04765511 / Drive issue / ref:_00D301GN6a._5003Z1LFr0F:ref 
Sure, that not a problem. 

Regards, 
Ashish Dabral 

From: "support" <[email-masked]> 
To: "Ashish Dabral" <[email-masked]> 
Sent: Wednesday, December 29, 2021 10:44:25 AM 
Subject: RE: 04765511 / Drive issue / ref:_00D301GN6a._5003Z1LFr0F:ref 

Hi Ashish, 

Hope you are doing good ! 

This is regarding service request id 04765511. 

Is it ok for you if I call you at 2pm IST to troubleshoot further ? 

Have a nice day ahead. 
Nipun Dixit 
[email-masked] 
Sophos Technical Support 

--------------- Original Message --------------- 
From: Ashish Dabral [[email-masked]] 
Sent: 12/28/2021 9:04 PM 
To: [email-masked] 
Subject: 04765511 / Drive issue / ref:_00D301GN6a._5003Z1LFr0F:ref 
Hello Team, 
We tried both KBA. However, no one has worked. Please find below the answer of your questions 
1. E xisting one 
2. We were not able to access it 
3. 12:30 PM to 9:30 PM IST 

Regards, 
Ashish Dabral 

From: "support" <[email-masked]> 
To: "Ashish Dabral" <[email-masked]> 
Sent: Tuesday, December 28, 2021 4:25:48 PM 
Subject: RE: 04765511 / Drive issue / ref:_00D301GN6a._5003Z1LFr0F:ref 
Hi Ashish, 

This is regarding your service request number 04765511. 

Your time is valuable to us. Request you to please provide me with the following information, so that we can provide you the solution at the earliest. 

    1. Is this a new deployment or an existing one. 
    2. If its an existing environment were you able to access it previously or not ? 
    3. Also please let me know your availability so that we can troubleshoot this issue. 

Based on your reported issue/query description, we believe that following steps/KBA help you to resolve the reported issue. 

https://support.sophos.com/support/s/article/KB-000038694?language=en_US 

https://community.sophos.com/sophos-xg-firewall/f/recommended-reads/117385/sophos-xg-firewall-what-to-do-when-the-web-admin-is-not-accessible 

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 ] 
Thank you for choosing Sophos. 

Have a nice day ahead. 
Nipun Dixit 
[email-masked] 
Sophos Technical Support 

--------------- Original Message --------------- 
From: Sophos Support [[email-masked]] 
Sent: 12/28/2021 2:18 PM 
To: [email-masked] 
Subject: 04765511 / Drive issue / ref:_00D301GN6a._5003Z1LFr0F:ref 

Hi Manoj, 

Thank you for contacting Sophos Technical Support. 

Subsequent to our chat discussion for the issue related to "Firewall access", I have created this service request 04765511 for you , the engineer will get back to you soon . 

Regards, 

Sadia Gowhar 

If the urgency or business impact of your case changes or you require immediate assistance, please contact us by telephone: https://www.sophos.com/en-us/support/contact-support.aspx 

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