Operational Defect Database
BugZero found this defect 1516 days ago.
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WatchGuard Technologies | kA10H000000g67dSAA
Firebox registration to WatchGuard Cloud fails
Last update date:
6/15/2020
Affected products:
Firebox M270
Firebox M370
Firebox M470
Firebox M570
Firebox M670
Firebox T15
Firebox T35
Firebox T55
WatchGuard Cloud
Affected releases:
All
Fireware
12.x
12.5.x
Fixed releases:
All
Description:
Issue
A Firebox that runs Fireware v12.5.3 might get a Registration failed error when it tries to register with WatchGuard Cloud. This issue can occur for some Firebox models that have a TPM (Trusted Platform Module) chip. Fireware v12.5.3 uses the TPM key to register the Firebox to WatchGuard Cloud. The registration failure can occur for these Firebox models: T15, T35, T55, M270, M370, M470, M570, M670. On these Firebox models, Registration failed might indicate that the Firebox TPM key is not synchronized to your WatchGuard Cloud account. Your Firebox must register or re-register to WatchGuard Cloud after any of these actions: • You add the Firebox to WatchGuard Cloud• You regenerate the Verification Code in WatchGuard Cloud• You reallocate the Firebox to a different account • You reset the Firebox to factory-default settings
Workaround/Solution
Another Known Issue that caused Firebox registration to WatchGuard Cloud to fail was resolved in Fireware 12.5.3 Update 1. For more information, see https://watchguardsupport.secure.force.com/publicKB?type=Known%20Issues&SFDCID=kA10H000000bokZSAQ&lang=en_US.Other connectivity issues can also cause this error. For general troubleshooting tips, see Troubleshoot Firebox Connections to WatchGuard Cloud.If registration fails after you rule out other connectivity issues, contact WatchGuard Customer Care. Provide your Firebox serial number and request that they synchronize that Firebox serial number to WatchGuard Cloud. After Customer Care synchronizes the Firebox, use these steps to register your Firebox.1. Log in to your WatchGuard Cloud account.2. In your WatchGuard Cloud subscriber account, select Configure > Fireboxes. 3. Select the Firebox that cannot connect.4. In the Connect Device section, click Regenerate Code.5. In the confirmation dialog box, click Regenerate Code.6. Click Copy Code. Click Done.7. In Fireware Web UI, disable WatchGuard Cloud and click Save. 8. In Fireware Web UI, enable WatchGuard Cloud and click Save. If registration fails, remove and re-add the Firebox in your WatchGuard Cloud subscriber account. Then, enable WatchGuard Cloud on the Firebox again.1. In your WatchGuard Cloud subscriber account, select Configure > Fireboxes. 2. Select the Firebox that cannot connect.3. In the Remove Device section, click Remove.4. In the Confirmation dialog box, click Remove. 5. To add the Firebox again, click the device name.6. Click Add Device.7. Click Copy Code.8. Click Done.7. In Fireware Web UI, disable WatchGuard Cloud and click Save. 8. In Fireware Web UI, enable WatchGuard Cloud and click Save. In rare cases, to successfully register the Firebox to WatchGuard Cloud, it might be necessary to reboot the Firebox and then repeat the previous eight steps.
