XG210 crashed today

Jumping in here, an XG 105 (rev2) at a customer of mine began having similar issues on 8-16-18 at around 9:40am Pacific Time. The customer called me and told me their internet access was down. I couldn't access it. Had them hard reboot it. Happened twice that day and once the next day. Can't stand it. I'm on an older 16.05.8 firmware for legacy VPN reasons... but thought I would throw my notes in here just in case it helps. I don't know if my issue is the same, but I have not had a single outage for the past 8 months since I installed this unit, and now this.

Opened a support case 8300357, we looked at logs and at system performance charts. My RAM and CPU usage literally dropped to 0 from about 8-16 at midnight until about 8-16 at 10 am after the unit had been shut off and on. So nothing was logged at all the entire morning for performance. One time I was able to get into the GUI, and CPU was hovering around 99% for unknown reasons.

Support did a tail command and could see failing antivirus updates. At the moment I have no resolution. Did a memtest, disk check etc. 

I've restored to a backup as of 8-1-18 but I'm not hopeful as I think the pattern updates remain even after a (config) restoration from backup.

Bummer!!

I was blaming 17.1 but you are not on that (you should be - much better than 16)

My logs were similar - all cruising then max CPU and lock up. No network, SSH etc and the logs show nothing at all.

The XG just stopped.

I have a replacement unit now so fingers crossed it remains up.

Bummer!!

I was blaming 17.1 but you are not on that (you should be - much better than 16)

My logs were similar - all cruising then max CPU and lock up. No network, SSH etc and the logs show nothing at all.

The XG just stopped.

I have a replacement unit now so fingers crossed it remains up.

You had mentioned there were no hardware errors found, so I wonder if there is just no way to fix a bad pattern installation without sending a new unit? New unit sounds nice but, Support told me last night that if the crashing/freezing is in fact being caused by a pattern update, that a simple config restore won't be enough and that the only way to fix it is a full firmware wipe which is surprising to me. Does any one know if it's in fact not possible to just revert back a bad pattern update?? Or even know which one caused it?

I had no pattern updates stuck.

Sophos support couldn't find any reason at all why my XG would crash. Nothing stuck, nothing logged etc - just ceased to function.

This is why they decided it might be a bad disc and replaced the XG

Its been up for less than a week now and I also updated it to 17.1.2 MR2 - fingers crossed as mine crashed about every 10 days

Our RMA replacement also has stayed working but we only went for 17.0.8 and I see 17.1 is no longer offered as an upgrade from within the GUI...  Perhaps the support team have found the issue?

I put my RMA right onto 17.1.2 MR2 as it was just out.

No issues so far and another thing I noticed was I was getting Performance warnings for Load average on my original one where as the RMA doesn't get the spikes I was getting.

So maybe I did have a bad disc and when it was being accessed caused a higher load time.

Still hoping it remains up.

I downloaded 17.1 and 17.1.2 directly from MySophos and not via the GUI