[BUG] XG v16/17 PPPOE doesn't endlessly tries to reconnect

Hello All,

If you are experiencing issues related to this, please raise a support case mentioning the tracking ID NC-62029 and also PM me with your support case number for further investigation and follow up.

As a temporary workaround you can perform the following:

• Set a specific time when the PPPoE link reconnects (May work for certain situations)
• Manually save the PPPoE configuration or connect manually from the UI

Regards,

Hi there

I have logged 2 cases today for this issue. Although I have 3 units that have experienced the problem, one of the units is not under maintenance.

One unit is an XG230 Running 17.5.MR9. This unit presently has an uptime of 159 Days. It was a hardware upgrade from an XG125 in March 2020 and was running fine until 2 weeks ago and has experienced the problem 4 times in 2 weeks.

The other unit is an XG210. Running 17.5.MR8. This unit has an uptime presently of 211 Days, has not been upgraded initially due to scheduling issues with the customer, but recently due to known issues with firmware which will impact their operations. Today is the first occurrence of the issue there. This site is a dedicated fiber link, no other issues, just the PPPOE dropping at 4:50am and no attempts for a reconnect.

Given the details on these 2 units, this has to be an induced bug from either the SQL Injection fix or the HTTP/S Bookmarks retirement. I also continually see Alert messages about these fixes being applied, this is now several months after the fix was released. The alerts have been viewed, but are still listed as under 5 minutes ago. 

With ISP's moving to using PPPOE on dedicated links like Fixed Wifi and Fiber rather then fixed IP, this issue needs serious investigation now

Hello Gavin,

Thank you for contacting the Sophos Community.

I have followed up with both engineers and replied to your PM.

Regards,

hi emmosophos 

We haven't hear nobody's back on the pppoe issue !!!

Another 2 clients impacted last sunday, i will consider to send the bill to sophos to cover the extra hours overpaid of my technicians, only because sophos is not able to maintain or reconnect a pppoe link, which a simple 20€ modem can !!!!

this is not acceptable (again), and the time needed to troubleshoot this major issue is not more acceptable.

Hi,

have you started a support case for each of your affected customers?
ian

hi rfcat_vk 

no, i can't spend my time to open ticket for a system issue, for dozens of XG, that does not seems to be seriously handled by sophos, 

i opened one ticket, with an ideal case because the pppoe link could stay disconnected for investigations. and i have no news since days.

hi rfcat_vk 

no, i can't spend my time to open ticket for a system issue, for dozens of XG, that does not seems to be seriously handled by sophos, 

i opened one ticket, with an ideal case because the pppoe link could stay disconnected for investigations. and i have no news since days.

Hello Guillaume,

Thank you for the follow-up.

I just see that the L2 engineer is asking you to provide a new Support Access ID, it looks like there is a patch available for this now. Basically he would need to escalate it to get the patch apply it.

Regards,

Thanks emmosophos 

i just answer now to his request, and i am very glad that a patch seems to be ready for testing !

i will follow up asap.

Regarding 18.0.2, i can only warn you that it is totally bloated. We tried it between two of our sites and we had to downgrade them to 17.5mr14 as we have many vpn and the disconnection of one of them cutted down all the NAT/DNAT sessions.

Hello Guillaume,

Thank you for the follow-up.

I will also be following the case, and please update the thread after the patch has been applied.

Regards,

emmosophos 

Hi, no news of sophos support since 2 days.... seems than this problem is definitly not handled seriously.

Ridiculous.

If you love bad jokes open a case for this issue: they told me it’s under investigation but it might finally be classified as a normal behavior.

three of my units suffered this issue once this week and another one almost everyday.

Sophos I love you!

Hello Guillaume,

Thank you for the follow-up.

You should be receiving an update today from the engineer, as your case has been escalate to get the patch applied.

Regards,

hi emmosophos 

i am still waiting for an engineed to apply the patch since 3 business days...

i have currently run a test : i deleted the bridge interface on the xdsl modem and after about 2 hours, the status is disconnected on the pppoe interface of the XG.

Fortunatetly, it's not used anymore, so it's an ideal case for test purposes please do something !!!!!!!!!!!!!!!!

Hello Guillaume,

I checked the Case 03028671, it seems it was escalated on 21, and you were reached out today, and you have been asked for a time to reboot the firewall rule as after the patch is applied the device needs to be rebooted, it looks you have already arranged this downtime with the GES engineer. 

Let us know after the device has been updated.

Regards,

Hi emmosophos 

One of our XG running  v17.5MR14 has been patched yesterday by support and now we are going to reproduce a lost of xdsl on the modem and wait to see if the XG stay in "connecting"... indefinitly !

Hello Guillaume,

Thank you for the follow-up.

Please let us know the result.

Regards,