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The XG Series hardware appliances will reach end-of-life (EOL) on March 31, 2025. Click here to see the XG to XGS migration documentation.

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Troubleshooting firmware problems

Learn how to troubleshoot common causes for firmware upload failures, such as incompatible images, hardware issues, and corrupt files.

Wrong or incompatible firmware image.

Cause

You're uploading a firmware image that's incompatible with the active version.

What to do

Go to Firewall Installers to see compatible versions for the device.

Incorrect firmware image or appliance hardware.

Cause

The appliance (hardware, virtual, or software) hardware configuration doesn't meet the firmware requirements.

What to do

Corrupt firmware.

Cause

The firmware is corrupt.

What to do

Use a different firmware version. Alternatively, download the firmware image from Firewall Installers and move Sophos Firewall to it.

Can't install firmware using a USB flash drive.

Cause

The appliance can't detect the USB or install the firmware.

What to do

  1. After you power on the firewall, press Delete to enter the BIOS when the firewall is starting.

    Make sure USB Key is the first boot option in the BIOS. If it isn't, use the arrow keys to move to this option, then press the + key to move it up the list.

    BIOS screen with USB key option.

  2. Save and exit the BIOS.

    The firewall restarts.

    Save and then exit BIOS.

  3. Sophos Firmware Installer starts reimaging the firewall. To continue the process, see Reimage the firewall.