Unable to update to V18 MR4

RE: Unable to update to V18 MR4

Florian SM — Wed, 10 Feb 2021 14:29:19 GMT

So, it appears that you can still successfully establish HA with interactive mode. All steps from breaking HA to fixed HA:

Upgrade from 18.0.3 -> 18.0.4

Due to problems with 18.0.4, HA was disabled (Problem is that one LAG has only the second of the two configured interfaces connected, and does not come up reliably when the firewall is booted, I'll have to create a case for that soon)

Try reestablishing HA with QuickHA, which failed for unknown reasons.

System Services -> HA page hangs

Factory reset AUX node

Patch from NC-66978 was installed on both nodes

System Services -> HA page working again, but Quick HA still fails.

Session with Sophos Support, all it took was HA with interactive mode

RE: Unable to update to V18 MR4

Patrick McMahon2 — Sun, 31 Jan 2021 09:15:21 GMT

I always had to factory default and then run HA manually not using quickHA mode.

RE: Unable to update to V18 MR4

Florian SM — Thu, 28 Jan 2021 14:58:13 GMT

Has anybody had success rebuilding HA? We had the patches from NC-66978 installed, and we are able to access the "System Services -> HA page" again. We were able to stop the still running previous failed HA initiate on the primary and auxiliary. We then tried to initiate HA again on both, but it failed immediately. We couldn't reboot the primary, yet, as we need a service window for that due to missing HA... Maybe a reboot is necessary.

RE: Unable to update to V18 MR4

Reynaldo Lopez — Tue, 26 Jan 2021 20:23:40 GMT

Hi Patrick,

I have the same problem with MR4, but I don't have available MR5. Do you know when is it going to be available?

RE: Unable to update to V18 MR4

Patrick McMahon1 — Wed, 06 Jan 2021 23:57:07 GMT

Support has confirmed a bug in MR4.

Hello Patrick,

Thanks for the reply!

I have confirmed this internally and this bug has already been reported to our DEV team with bug ID NC-66978.

The current target fix for this issue is on the next release MR5.

Let us know if you have any additional inquiries regarding this or this case can be closed for now.

Regards,

Niño Rowel Olid
Sophos Technical Support

RE: Unable to update to V18 MR4

Florian SM — Tue, 05 Jan 2021 11:50:36 GMT

FWIW, same issue at a customer. My Case is 03502772

RE: Unable to update to V18 MR4

Patrick McMahon1 — Mon, 04 Jan 2021 08:48:38 GMT

Oh that only worked after factory defaulting each unit and re-doing the config. I backed it up before setting up HA this time, so when I tested quickha again, I could restore the "working" config.

RE: Unable to update to V18 MR4

Argo — Mon, 04 Jan 2021 08:45:53 GMT

Hi Patrick,

glad you found a work around nothing on my boxes worked I had to default each image and rebuild from scratch.

I would love to know what you find out from the support ticket.

RE: Unable to update to V18 MR4

Patrick McMahon1 — Mon, 04 Jan 2021 08:34:05 GMT

I had this exact same issue.

Was on the phone to support for hours and they couldn't fix it.

QuickHA seems to break in MR4.

I updated both my appliances to MR4 and then did a vanilla quickHA, then I get exactly as you did, the UI froze on the HA screen, with hastatustext.

The passive side seems to do nothing, but it doesn't freeze.

Restoring a config from backup has the same issue, in fact you can see the ha isn't setup in the restore but the UI is stuck on "stop HA discovery" or what ever it says if you click it nothing happens.

Setting up via interactive mode was my work around (after reconfiguring my whole device).

I have a support ticket open for this.

RE: Unable to update to V18 MR4

LuCar Toni — Fri, 18 Dec 2020 17:31:28 GMT

I assume, the Bug causes the appliance in total to break which will lead to a invalid state after all.

If you install two completely new appliances with images, it should work.

If you reuse the old images, which already had this issue, it will break all the time. Its a matter of database defect, which causes this issue.

RE: Unable to update to V18 MR4

Argo — Fri, 18 Dec 2020 17:13:50 GMT

LuCar Toni, I do believe that the configuration of the QuickHA is borked, I tried to connect the primary to the auxiliary;

1. The primary was all Configured and ready to go.

2. the passive router I did nothing to, I reset it to factory defaults, I was then given the option to configure using QuickHA on the initial screens on initial config.

this just would not work, and I tried a number of times today, it seems that I have to go into interactive mode.

RE: Unable to update to V18 MR4

Argo — Fri, 18 Dec 2020 15:47:20 GMT

thanks LuCar Toni it's good to know, if you need them I still have the failed vmware images.

RE: Unable to update to V18 MR4

LuCar Toni — Fri, 18 Dec 2020 15:28:31 GMT

We could reproduce this issue and it seems to be related to a invalid QuickHA Mode attempt and stopping / interrupting this process will freeze the HA Page. For references: NC-66978: HA page stuck after enabling Quick HA

RE: Unable to update to V18 MR4

Argo — Fri, 18 Dec 2020 15:12:03 GMT

I can confirm that I started the QuickHA mode, but this action broke the whole HA feature, and this gets backed up with the config, and when restoring the config also does not allow me to stop/disable to HA configuration.

please note I have only three rules, and not much else as it is a home version.

as I am now unable to disable HA mode from the GUI or CLI, I will have to rebuild from scratch and not from backup config file.

RE: Unable to update to V18 MR4

LuCar Toni — Thu, 17 Dec 2020 16:28:57 GMT

BTW: Can you confirm, you started the QuickHA Mode and stopped the discovery and this break the HA page?

RE: Unable to update to V18 MR4

LuCar Toni — Thu, 17 Dec 2020 11:39:22 GMT

You rebuild from scratch - Did you reimagethe appliance (use a new VM) or did you factory reset the appliance?

Can you give us details about the exact steps you ran into this problem?