GMS/Analyzer: Firewall showing Unknown Model in GMS/Analyzer

03/26/2020 1170 14183

DESCRIPTION:

Firewall Model shows as Unknown in GMS/Analyzer
 

CAUSE:

The issue is actually with the firewall itself and not GMS.
GMS will determine the model according to the product code associated with the device (you can confirm the Product Code on the System>Status page of the firewall itself).
When a new device is purchased a base product code is assigned to the unit.
During initial registration of the unit, the product code should update according to the specific features bundled with the device.
Occasionally, this update fails and the following steps will be needed to update the product code successfully.

**The product code listed under Monitor->System Status page of the firewall should not end in 00.  If updated correctly during registration, the model code will be modified to look similar to the following (this will vary greatly per model):

RESOLUTION:

**Be sure to verify the Product Code listed under Monitor--> System Status page of the firewall itself before and after the following steps. 

This value should be updated after performing the following.

Step 1: Access the diag page of the firewall (this is done by logging into the firewall and altering the URL to https://IPAddress/diag.html).

Step 2: Use the Reset Licenses and Security Services Info button under Security Services Settings.

Step 3: Reboot the SonicWall after licenses have been reset.

Step 4: Login to the unit and re-register with mysonicwall.com.

Step 5: Synchronize Unit with GMS/Analyzer

Analyzer:

a. Navigate to the Firewall tab of Analyzer.
b. Navigate to the Genera--l>Status page of the firewall.
c. Use the Synchronize Settings With Appliance, And License Information With MySonicWall.com option

GMS:

a. Navigate to the Firewall tab of GMS
b. Navigate to the Manage -->System-->Tools page of the affected firewall.
c. Use the Synchronize Now option to schedule sync task