can't choose product to pair for high availability

rsradvan210922rsradvan210922
in Firebox - Other

I am trying to register my product within the customer base. I already have 4 products; and, even though they're EOL, they're still registered with WatchGuard.

The device in question is a recently purchased M370, which is still supportable.

I am encountering a problem with adding the product details under the "can't choose product to pair for high availability". It keeps asking for a friendly name or serial number. I've already entered the serial number for the device in question.

What is it asking for, and why?

WTF???

Comments

  • rsradvan210922rsradvan210922
    edited April 4

    BTW, the firewall is NOT connected to the Internet.

  • Bruce_BriggsBruce_Briggs
    edited April 4

    There are 2 flavors of WG firewalls: a normal one and a High Availability (HA) one.
    Each type has a different SKU.
    To have a HA pair, you need a normal one and a HA one.
    You have the HA one with a HA SKU, which needs a normal one to pair it to.

  • rsradvan210922rsradvan210922
    edited April 4

    Nertz!!! I don't have the other box. This was purchased from a liquidator. Great...just great. I've got a 'brick'.

  • rsradvan210922rsradvan210922

    I have another 'new' firewall - an M270. Problem now is that I get this error message after entering the serial number taken from the box (serial number redacted):

  • rsradvan210922rsradvan210922

    How can I activate the product - which is new, and according to the liquidator, these devices were excess inventory - when I cannot activate it. BTW, I've checked to see if the serial number has already activated - it HAS NOT been activated.

  • Bruce_BriggsBruce_Briggs

    You can contact Customer Care about both issues to see what they can do for you.

    1) You can do this via the SUPPORT CENTER link above, log in, Create New Case, Select Record Type = Customer Care
    2) by the following form
    https://www.watchguard.com/wgrd-support/my-watchguard-assistance
    3) or by phone
    https://www.watchguard.com/wgrd-support/support-by-phone/all

    I use option 1 when I have issues such as yours.
    Include a photo of the model & serial number.

  • rsradvan210922rsradvan210922

    Yeah...about that. Turned out that the devices (both) were already activated, then decommissioned. I'm pissed...at the retailer. Time to get nasty. Thanks for your help, Bruce.

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