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Best way to raise firmware bugs

juergenb52

I‘d like to know,

whats the best way to raise a firmware bug in new releases (like MR8).

i raised a critical bug, but Sophos is not responsing to the case.

What would be the next level to report?

Jürgen



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  • 0 in reply to Keyur

    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*)

  • 0 in reply to juergenb52

    Hi  

    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?

    Regards,

    Keyur
    Community Support Engineer | Sophos Support
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  • 0 in reply to Keyur

    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, ...

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