Subject: Re: 05501540 / RMA / ref:_00D301GN6a._5003Z1RmO9L:ref
From: Ashish Dabral <[email-masked]>
To: support <[email-masked]>
Date: Thu, 21 Jul 2022 04:33:38 -0700 (MST)

Hi, 

Any update? Its urgent as we do not have any backup firewall. 

Regards, 
Ashish Dabral 

From: "Ashish Dabral" <[email-masked]> 
To: "support" <[email-masked]> 
Sent: Thursday, July 21, 2022 12:10:42 PM 
Subject: Re: 05501540 / RMA / ref:_00D301GN6a._5003Z1RmO9L:ref 

Hi, 

I did reimage the firewall but still not able to access it. Please proceed with the RMA as we do not have a backup firewall 

Regards, 
Ashish Dabral 

From: "support" <[email-masked]> 
To: "Ashish Dabral" <[email-masked]> 
Sent: Wednesday, July 20, 2022 7:50:04 PM 
Subject: RE: 05501540 / RMA / ref:_00D301GN6a._5003Z1RmO9L:ref 

Hi Ashish, 

This is regarding your service request number 05501540. 

Did you try re-imaging the appliance, as ahred in previous mail POA. 
Are you able to access firewall now. 

Just to let you know, my shift timings for the current month is 11:00 IST to 20:00 IST (GMT +5:30) during Sunday to Thursday. 

Thank you for choosing Sophos. Have a nice day ahead. 

Regards, 
Abdulla Afnan 

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 |  https://www.sophos.com/en-us/support/contact-support.aspx ] 
Sign up for Sophos Notifications at [ https://centralstatus.sophos.com/ | https://centralstatus.sophos.com/ ] 
Support Knowledge Base: [ https://support.sophos.com/ | https://support.sophos.com/ ] 
Follow us on Twitter @SophosSupport 
Sophos Community (discussion forums): [ https://community.sophos.com/ | https://community.sophos.com ] 
Sophos Technical Support 

--------------- Original Message --------------- 
From: Ashish Dabral [[email-masked]] 
Sent: 7/20/2022 3:55 AM 
To: [email-masked] 
Subject: 05501540 / RMA / ref:_00D301GN6a._5003Z1RmO9L:ref 
Hi, 
The firmware is updated now. What is the next step? 

Regards, 
Ashish Dabral 

From: "support" <[email-masked]> 
To: "Ashish Dabral" <[email-masked]> 
Sent: Wednesday, July 20, 2022 12:38:54 PM 
Subject: RE: 05501540 / RMA / ref:_00D301GN6a._5003Z1RmO9L:ref 
Hi Ashish, 

This is regarding your service request number 05501540. 

Problem statements: 

    * Device not accessible via Gui or SSH 

Steps taken: 

    * Took serial connection 
    * Firewall is in fail safe mode 
    * Checked failure reason 
    * [Image is no longer available] 
    * "Unable to apply nat rules" 
    * I have checked with internal team, as 18.0.3 is already End Of Life, you can check by re-imaging the appliance. 

Plan of Action: 

    * You need to check by re-image the appliance to the latest firmware 
    * KBA for re-imaging: [ https://docs.sophos.com/nsg/sophos-firewall/18.5/Help/en-us/webhelp/onlinehelp/AdministratorHelp/BackupAndFirmware/Firmware/FirmwareReimageXGFirewall/index.html#reimage-sophos-firewall_1 | https://docs.sophos.com/nsg/sophos-firewall/18.5/Help/en-us/webhelp/onlinehelp/AdministratorHelp/BackupAndFirmware/Firmware/FirmwareReimageXGFirewall/index.html#reimage-sophos-firewall_1 ] 

Just to let you know, my shift timings for the current month is 11:00 IST to 20:00 IST (GMT +5:30) during Sunday to Thursday. 

Thank you for choosing Sophos. Have a nice day ahead. 

Regards, 
Abdulla Afnan 

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 |  https://www.sophos.com/en-us/support/contact-support.aspx ] 
Sign up for Sophos Notifications at [ https://centralstatus.sophos.com/ | https://centralstatus.sophos.com/ ] 
Support Knowledge Base: [ https://support.sophos.com/ | https://support.sophos.com/ ] 
Follow us on Twitter @SophosSupport 
Sophos Community (discussion forums): [ https://community.sophos.com/ | https://community.sophos.com ] 
Sophos Technical Support 

--------------- Original Message --------------- 
From: Ashish Dabral [[email-masked]] 
Sent: 7/18/2022 11:38 PM 
To: [email-masked] 
Subject: 05501540 / RMA / ref:_00D301GN6a._5003Z1RmO9L:ref 
Dear Team, 
We are unable to access it as the LAN port is not working. We also tried to connect it via console cable. However, not able to access it. 
Please process for the RMA. 
Here is the image of the firwall. 

Regards, 
Ashish Dabral 

From: "support" <[email-masked]> 
To: "Ashish Dabral" <[email-masked]> 
Sent: Monday, July 18, 2022 8:05:06 PM 
Subject: 05501540 / RMA / ref:_00D301GN6a._5003Z1RmO9L:ref 
Hi Ashish, 

I am following up on your case 05501540 . Below information will help us to proceed with troubleshooting the issue faster. Request you to please provide me with the following information so that we can provide you the solution at the earliest. 

1. Firewall model number and Firmware being used currently. 
2. What is the Port LED status. (Any snapshot for reference if possible ). 
3. What is the Interface status under CLI? Please confirm it is visible or not in CLI via the below command. 

    * console> sh network Interfaces 

4. When you plug the cable, are there any events or log lines getting generated in syslog.log for problematic PortX? 
5. Port test command from the shell 

    * #ethtool -t PortX 
    * Where PortX is the faulty or problematic port . 
6. What is the observation with connecting single PC or Laptop on that problematic Port? 

We hope to hear from you shortly. 

Just to let you know, my shift timings for the current month is 11:00 to 20:00 IST (GMT +5:30) during Sunday to Thursday . 

In case of immediate assistance, you can call us on our support line. 

Thank you for choosing Sophos. 
Have a nice day ahead. 

Regards, 
Abdulla Afnan 

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 | https://www.sophos.com/en-us/support/contact-support.aspx ] 
Sign up for Sophos Notifications at [ https://centralstatus.sophos.com/ | https://centralstatus.sophos.com/ ] 
Support Knowledge Base: [ https://support.sophos.com/ | https://support.sophos.com/ ] 
Follow us on Twitter @SophosSupport 
Sophos Community (discussion forums): [ https://community.sophos.com/ | https://community.sophos.com ] 
Sophos Technical Support