Can't apply license renewal on Firebox T25 - Web UI blank, CLI commands fail

JMADJMAD
in Firebox - Subscription Services

Hey everyone, I'm stuck trying to renew the license on a WatchGuard Firebox T25 and could really use some help.

The problem:
• License expired 2 days ago (Oct 21, 2025)
• Purchased new license/Feature Key
• Device shows as "Disconnected" in WatchGuard Cloud (cloud.watchguard.com)
• Can access device locally via LAN IP through web interface (https://IP:8080)
• Device is in production with 2 ISPs connected

Current Configuration:
• Model: Firebox T25
• Firmware: 12.11.4.B719894 (just updated from 12.11.3)
• Current expired license shows as: ****CD7 (expires 10-21-2025_20:03)

What I've Tried:
1. Web Interface (System → Subscriptions):
- Page loads initially but then goes blank/white
- Tried multiple browsers (Chrome, Firefox, Edge) including incognito mode
- Cleared cache, accepted SSL certificates
- Problem persists even after firmware upgrade to 12.11.4

  1. WatchGuard System Manager (WSM):
    - Get error: "Permissions error. Please login with the 'status' user name and password
    for readonly access"
    - Using correct admin credentials that work fine on web interface
    - Authentication method set to "Firebox-DB"

  2. CLI via PuTTY (SSH to LAN IP):
    - Tried from WG# prompt:
    * license feature-key add [KEY] → "Invalid input detected at '^' marker"
    * feature-key add [KEY] → "Invalid input detected at '^' marker"
    * license add → "Invalid input detected at '^' marker"
    - Tried from WG(config)# prompt:
    * feature-key add [KEY] → "Invalid input detected at '^' marker"
    * license feature-key add [KEY] → "Invalid input detected at '^' marker"
    - Verified with show feature-key that current license is there and automatic
    synchronization is enabled

    • The command feature-key exists but only has automatic-synchronization option, no
      add subcommand

  3. Other attempts:
    - Updated firmware from 12.11.3 to 12.11.4 hoping to fix web UI issue
    - Verified device has internet connectivity (both ISPs active)
    - Checked System → Management Server (enabled for WatchGuard Cloud)
    - Tried direct URLs like /subscriptions.html, /license_upload.html - all blank

Network Status:
• Device is online with 2 ISPs connected
• Can access web interface locally via LAN IP
• Cannot reach device from WatchGuard Cloud
• Firewall policies seem correct (Firebox-to-External allowed)

Questions:
1. What's the correct CLI syntax to add a feature key on Fireware 12.11.4?
2. Why would the Subscriptions page go blank after initial load?
3. Is there an alternative method to import the license (XML file upload, config file edit, etc.)?
4. Could the expired license be blocking certain management functions?

Any help would be greatly appreciated! This device is in production and I need to get the license renewed ASAP.

Thanks in advance!

Comments

  • Bruce_BriggsBruce_Briggs

    When using WSM did you use the status/read password?
    If not then you must - you can't use the update password in WSM.
    Try using WSM again, using the correct password.

    No clue on the Web UI issue. It might be related to low free memory which would be resolved by a reboot.

  • kimmo.pohjoisahokimmo.pohjoisaho

    you need to first activate the renewal license in the WatchGuard Support portal.
    https://myproducts.watchguard.com/activate.

    Check:
    https://www.watchguard.com/help/docs/help-center/en-US/Content/en-US/my_products/activate_Firebox.html

  • JMADJMAD

    Thank you for you reply guys,

    After appliyng the new license I'm getting this.

    Any advice?

  • kimmo.pohjoisahokimmo.pohjoisaho

    could be a that the renewal license is wrong, license is for a different Firebox model…
    or you try to activate the renewal license to a wrong WG account, where your Firebox is not registered.

    Please check that what your Firebox model is.
    In WG Support Center portal open My WatchGuard / Manage Products / Network Security – View Products
    Is your Firebox T25 device T25-W (wireless model) or T25?
    What does your renewal license say, is it for the same model?

  • james.carsonjames.carson Moderator, WatchGuard Representative

    I'd suggest contacting our customer care team (either via phone or via the support center link at the top right of this page.)
    They can look into what's happening and provide a reason it's not working -- or if it's an error, get it fixed.

    -James Carson
    WatchGuard Customer Support

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