Sophos XG upgrade to v18 goes into failsafe mode

Hi,

try assigning it more ram, say 5 or 6gb.

Ian

Hi Ian,

I think that is spot on. As the VM is only assigned 4GB, Sophos is reading it as 3.9GB which is not enough for v18. That failure reason is misleading. Thanks.

WA

Hi Wimar,

you could even try 4.5gb if your VM is short of memory.

Ian

Hi Ian,

I thought this would work as Sophos support also suggested to increase the RAM. Unfortunately after increasing to 5GB of RAM, the issue still occurs. I have another VM for another client in a similar setup and the upgrade worked fine with 4GB of RAM. Please advise if you have any further suggestion. Thanks.

Wimar

Hi Wimer,

sounds like the XG can only see one NIC.

Ian

One thing I saw as a difference is that on the VM that I can't upgrade, after XG starts, I see the following (even on 6GB RAM). I have tried to format the auxiliary disk and issue persisted.

On the VM that has been upgraded, the disk is separated into primary and auxiliary.

With regards to the NIC, show network interfaces shows several ports including PortA and PortB

ifconfig shows the following

Hi Wilmar,

Do you have an additional disk you can add to the VM and then assign to the XG.

None of your NICs appear to be connected.

Ian

Re the NICs, any chance its disconnected due to the XG being on failsafe mode? When I rollback to v17.5, everything works fine.

I can add an additional disk, however how do I make XG use the new disk as the auxiliary disk? As for root cause, the only thing I can think of that's different with how the two VMs were setup would be the initial version installed. The VM that can't be upgraded may have started with XG 17.5 GA whereas the one that I was able to upgrade started with a later MR version.

Unfortunately I've deleted the installation files and have to request from support if I want to confirm or replicate the issue. I've tested using the software version and upgrade to v18 works fine with a single 100GB disk.

I'm considering if I'm better off upgrading to 17.5 MR10, do a backup, build a new VM then restore then upgrade. Its just such an overkill to go to v18. Alternatively I'll wait until upgrade to v18 is available in the GUI and see if the issue is resolved.

I've logged another ticket with Sophos support to see what they will advise.

Re the NICs, any chance its disconnected due to the XG being on failsafe mode? When I rollback to v17.5, everything works fine.

I can add an additional disk, however how do I make XG use the new disk as the auxiliary disk? As for root cause, the only thing I can think of that's different with how the two VMs were setup would be the initial version installed. The VM that can't be upgraded may have started with XG 17.5 GA whereas the one that I was able to upgrade started with a later MR version.

Unfortunately I've deleted the installation files and have to request from support if I want to confirm or replicate the issue. I've tested using the software version and upgrade to v18 works fine with a single 100GB disk.

I'm considering if I'm better off upgrading to 17.5 MR10, do a backup, build a new VM then restore then upgrade. Its just such an overkill to go to v18. Alternatively I'll wait until upgrade to v18 is available in the GUI and see if the issue is resolved.

I've logged another ticket with Sophos support to see what they will advise.

Upgrade to v17.5.10 and the v18 354 should show an un upgrade.

Is this a business or home system?

Ian

Its a business system. On my test environment XG (no license), it's only showing 17.5 MR 11 for upgrade.

Last week I setup a new XG 210 and I still had to do the upgrade to 18 manually. It started with 17.0.x I think and I used single click upgrade to go to 17.5 MR 10. It then only shows 17.5 MR 11 for upgrade.

Hi Wimar,

just means you will have to down load the .sig file from my sophos portal if you want to upgrade or check your trash file.

Ian

Yeah I've got copies of recent upgrade files so that's what i've done to do the upgrades. What do you mean by checking trash file?

To look for your old files, but you didn't need to.

Ian