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XG330 with Firmware Version SFOS 18.0.3 MR-3 rebooting randomly with intervals of a couple of houres

Hi Everyone,

Our XG330 with Firmware Version SFOS 18.0.3 MR-3 rebooting randomly with intervals of a couple of hours. I have raised the request with the Sophos team and provided all the necessary logs to them and now they said they will investigate it provide an update by the 20th Nov which almost a week away. We are facing this issue for the past three days and our entire production is down.

we are getting below error. Is anyone aware of the temporary workaround then please advise? I have already checked firewall-acceleration is disabled.

BUG: unable to handle kernel paging request at fffffffffffffff8

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emmosophos over 3 years ago +1

Hello Ranjeet, Thank you for contacting the Sophos Community! If you have a case open with Support could you please share the Case ID with me, so I can follow-up, if you haven't please open one and…

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0 emmosophos over 3 years ago

Hello Ranjeet,

Thank you for contacting the Sophos Community!

If you have a case open with Support could you please share the Case ID with me, so I can follow-up, if you haven't please open one and share the Case ID with me.

Can you please submit the following files:

csc.log, applog.log, syslog.log, msync.log and networkd.log
If possible, memory and CPU graph and all this detail with exact date and time when issue observed.

If you have any log under /var/cores, please submit the output of the command.

Also the output of this command: grep 'NMI\|backtrace' /log/syslog.log

Additionally please run the following command, to disable Firewall-Acceleration and monitor if the issue happens again.

console> system firewall-acceleration disable

To see if the Firewall Acceleration is enabled, please run

console> system firewall-acceleration show

Regards,

Emmanuel (EmmoSophos)

Technical Team Lead, Global Community Support
Sophos Support Videos | Product Documentation | @SophosSupport | Sign up for SMS Alerts
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0 Ranjeet_Singh over 3 years ago in reply to emmosophos

Sophos case id: 03329471

Development reference number: NC-64917

firewall-acceleration is already disabled

I already shared all the necessary logs with the support team hope you can find it from the case number.

Request you to please ask the development team to expedite it because our entire production is down for the last 5-6 days.
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0 Ajay Sharma1 over 3 years ago in reply to Ranjeet_Singh

I can understand your pain mate... we are in the same boat.
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0 Ranjeet_Singh over 3 years ago in reply to Ajay Sharma1

Sophos should at least provide some workaround until they release the patch.
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0 emmosophos over 3 years ago in reply to Ranjeet_Singh

Hell Ranjeet,

Thank you for the Case ID, I can see also the assigned GES engineer has asked DEV for an update on your case.

Regards,

Emmanuel (EmmoSophos)

Technical Team Lead, Global Community Support
Sophos Support Videos | Product Documentation | @SophosSupport | Sign up for SMS Alerts
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0 Ranjeet_Singh over 3 years ago in reply to emmosophos

Hi Emmanuel,

Can you please update me about the progress because I have heard from GES last Friday and since then not heard anything. Also, is the DEV team already working to deploy the necessary patches to resolve the issue, and if yes then what are the timelines for the same.

Request you to please try to expedite the process at your end because as I told you earlier our entire production is almost down for 7-8 days now.
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0 Ranjeet_Singh over 3 years ago in reply to emmosophos

Hi Emmanuel,

Can you please update me about the progress because I have heard from GES last Friday and since then not heard anything. Also, is the DEV team already working to deploy the necessary patches to resolve the issue, and if yes then what are the timelines for the same.

Request you to please try to expedite the process at your end because as I told you earlier our entire production is almost down for 7-8 days now.
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0 Ranjeet_Singh over 3 years ago in reply to Ranjeet_Singh

Hi Emmanuel,

Can you please provide some update here? I am not sure if you understand the severity of the case or not but our entire production is down due to this bug.
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0 Ranjeet_Singh over 3 years ago in reply to Ranjeet_Singh

Team,

Your deadline was 20th Nov, but I haven't received any update or solution to date. I think this is ridiculous. I was not aware that Sophos doesn't care about their customers; even the entire production is down.

Kindly provide the update ASAP.
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0 Ajay Sharma1 over 3 years ago in reply to Ranjeet_Singh

Hey Ranjeet,

Any update or breakthrough at your end?
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