Best way to raise firmware bugs

There are couple of ways to approach this. 

https://secure2.sophos.com/de-de/support/open-a-support-case.aspx

I would always recommend to open a Case in English, to have a easy transition between Regions. Sophos uses follow the sun. 

You could also give FloSupport or the other guys a short message with your Case ID. 

Or maybe try to reach somebody in Twitter etc.

Sales Escalations are possible, via your Partner or Sophos Sales Contact.

Or open a Thread here and maybe it is just an configuration issue? 

Thanks,

I have a case open since Tuesday (No WiFi with MR8 and MS Surface Pro 6).
First i had opened a Critical Case in Germany, later i translated to english.
After 1 day of no Response i called Sophos and they told me that they lowered the case to high).
Thats all they did so far.

What do you mean, they follow the sun?
There was no response for the last 6 days from international support.

I downgraded to MR-7 today. On monday i will check the problem again. I think i need to escalate with sales germany.

Most cases in the past where delayed and only with some escalation i was able get "some basic" support from Sophos.

The most annoying Bug i have with (MR-5,6 and 7) started in  March/April and has not been solved yet.
Once in a while the XG loses most of the Internet traffic and is not usefull for the Clients (Internet, Skype, VPN Traffic lost).

Sophos was not able to debug this. Later i was told, that XG is not able to handle more than one ISP Connection (it´s a design flaw, Period!).

Only Jon (from Sophos tried hard and keeped contact with), no other support Team from Sophos...

I wish i had not migrated from UTM to XG...

Jürgen

XG can handle more than one ISP. I cannot quite understand this statement. 

If the connection to the internet gets lost but everything in your lan to srv work fine, most likely something is broken in the ISP communication. 

But that are just guesses. I have no insight of your issues. 

Follow the sun means, that a case can be handled every hour of the day, 24/7. Basically this is possible, in case you have an issue on the weekend at night, somebody can pick up the case and work on it, because its day time in his region. https://en.wikipedia.org/wiki/Follow-the-sun

You should get in touch with somebody in the community like Keyur or FloSupport - They can actually review your cases. 

Hi juergenb52 

Sorry for the inconvenience caused!

Please PM us your case ID. I will check and arrange assistance at earliest.

Thanks Keyur,

The WiFi Problem is fixed (AES Problem or AP15 with MS Surface).

Next the XG crash today, production was down this morning.

Sophos Germany was not able to get an engineer for the ‚already escalated case‘.

So i did a reset of the XG myself, there are no logs that show the problem at all.

Not even a ring dump helps here...

Hi juergenb52 

Is it possible for you to connect the XG device on the serial console connectivity? - https://community.sophos.com/kb/en-us/130693

Please also provide below details.

1. How many users are live and communicate through XG in production hours?

2. How many VPN users are connected or IPsec tunnels you have?

3. How many servers are published?

4. Did you observe any High CPU usage?

Hi,

yes i can connect with a serial console to the device. SSH is also possible, but not from external (if error occurs).

1. During production hours about 15-20 users. Yesterday XG fails (maybe at 6:00AM, at 7:30 1-2 Users where active and the FW had this failure .

2. 0 VPN Users, 1 static VPN Tunnel, 5 Users with IPSec Tunnels from Desktop PC, through XG to Customer Fortinet FW.

3. 3 maybe 5 Server (mostly web servers)

4. No, i had this only once during a Denial of Service Attack.

With a simple Disconnect/Reconnect of eth5 all is fixed. But XG is not using eth5 for production.

But XG is not designed to use more than one ext. interface (can‘t bind services to eth*)

Hi juergenb52 

We need to have serial console access to capture logs in case of XG failure.

Did you opened a separate support case or working with the same case ID?

I had about 3-4 cases the last 8 month, most of the time they close the case.

In case of failure i could provide serial access with a second PC and a standalone internet connection.

But sophos is not able to get an support engineer on the phone in this situation.

And i can‘t keep my developers offline for long time.

Some urgent cases i had in the past have not been worked on for x time (x=8h , 3 days, 6days).

Support in Germany works like this...

.. Thanks for your call, blabla, i only take note of the case, ... you will be called back ..., i can‘t help, ... we don‘t give configuration help ...

No i can‘t help you with that, ... i don‘t know about feature X,Y, ...