Firmware download

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Firmware download

L0 Member

I have device registred and lisenced also I can ping from the device

however I cannot run any:

request support check
request license fetch
request license info
request content upgrade check



Server error : Failed to check support info due to generic communication error. Please check network connectivity and try again.


L4 Transporter



Can you do this?

> ping host


Are you using the management interface to connect to the cloud? If not, will this traffic pass through any firewalls?

The error is mostly due to connectivity, make sure there is nothing blocking it.




Network Security Engineer

Hi @aaouane80 ,

If you can ping this means that you have DNS working and network connectivity - the most common issues causing such error.


By the way the correct command to update Firmware/Software list of availalbe versions is

> request system software check
# After that you can see the list
> request system software info


The ping is confirming network connectivity, but fetching updates could still be blocked if you have any firewall on the path. Is there any firewalls on the path between FW and internet? Any restrictions or SSL decryption applied for this traffic?


Note also that your firewall needs to have correct time set in order to correctly validate update server certificate.

  • 2 replies
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