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Sophos XG 106 stops working

GernotMeyer

Hi all,

we have a Sophos XG 106 that now stops working twice.

No web interface, no proxy function. but system is up.

After power off power on the systems it starts working again.

The syslog shows as last entry:

Apr 10 10:00:04 (none) user.err kernel: [2769916.321151] 215:appfiltermap_adt_parser:policy 7 max app order 2 max eac apporder 0
Apr 10 10:00:04 (none) user.err kernel: [2769916.321160] 711:appdev_write:count 2004
Apr 10 10:00:04 (none) user.err kernel: [2769916.321165] 758:appdev_release:dev open 3
Apr 10 10:00:04 (none) user.err kernel: [2769916.321167] 771:appdev_release:counter 7 size 128
Apr 10 10:00:04 (none) user.err kernel: [2769916.321169] 774:appdev_release:dev open 0

Thanks for hints

Gernot



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  • FormerMember
    0 FormerMember

    Hi ,

    Thanks for reaching out to the Community! 

    I would suggest you open a support case at support.sophos.com for further investigation. 

    Set up a console logging, capture the next event, and provide the console logs and csc logs in debugging on your support case. 

    Console Logging

    ===============

               Note: Though the article explicitly mentioned XG, it’s the same details for UTM

               Note: Be sure that the computer in question does not go into Standby or Hibernate while logging

    • Using PuTTY, go to 'Session' - 'Logging'
    • Here, select "All session output', and set the file name to a folder and name for later retrieval.
    • Configure the Serial connection to use the proper COM port on your PC and a Speed of 38400.
    • Start the session, and log in to ensure it is all proper.
    • Once logged in, you can leave it there or log out and leave the session at the password prompt. Either way, leave the session active and allow it to capture the output from the next restart.
    • Once that restart occurs, you can end the Serial connection and upload the PuTTY log file on your support case. 

    Run the following command to put the csc service in debug: 

    • csc custom debug 

    Thanks,

Reply
  • FormerMember
    0 FormerMember

    Hi ,

    Thanks for reaching out to the Community! 

    I would suggest you open a support case at support.sophos.com for further investigation. 

    Set up a console logging, capture the next event, and provide the console logs and csc logs in debugging on your support case. 

    Console Logging

    ===============

               Note: Though the article explicitly mentioned XG, it’s the same details for UTM

               Note: Be sure that the computer in question does not go into Standby or Hibernate while logging

    • Using PuTTY, go to 'Session' - 'Logging'
    • Here, select "All session output', and set the file name to a folder and name for later retrieval.
    • Configure the Serial connection to use the proper COM port on your PC and a Speed of 38400.
    • Start the session, and log in to ensure it is all proper.
    • Once logged in, you can leave it there or log out and leave the session at the password prompt. Either way, leave the session active and allow it to capture the output from the next restart.
    • Once that restart occurs, you can end the Serial connection and upload the PuTTY log file on your support case. 

    Run the following command to put the csc service in debug: 

    • csc custom debug 

    Thanks,

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