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XG Firewall Firmware Upgrade Failed: 17.5.15 MR-15 to 18.0.4 MR-4 / 18.0.5 MR-5

Mike_S

We are attempting to upgrade the firmware of Sophos XG310 unfortunately it is failing. Firmware v18.0.4 MR-4 is actually present in the backup partition but once we initiate the upgrade, the XG went back to its previous firmware version 17.5.15 MR-15.

We have attempted a few times with the same results.

  • Run upgrade from version 17.5.15 MR-15 to version 18.0.5 MR-5 is not successful
  • Tried to upgrade from version 17.5.15 MR-15 to version 18.0.4 MR-4 still not successful

2 methods we used to run the upgrade:

Definitely, upgrading from 17.5.15 MR-15 to 18.0.5 MR-5 should be supported quoted from this release notes. https://docs.sophos.com/releasenotes/index.html?productGroupID=nsg&productID=xg&versionID=18.0 

Any help/suggestions would be appreciated.

Regards,
Mike



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  • FormerMember
    0 FormerMember

    Hi ,

    Thanks for reaching out, and welcome to the Sophos Community! 

    Did the firewall restart after you upgrade it to v18.0.4 MR4? When you tried to update it from the GUI, did you get any error messages? 

    Would it be possible for you to share the screenshot from Backup & Firmware > Firmware? 

    When you try to update the firmware, collect the csc logs in debugging, migration, syslog, and applog. These log files would help identify the issue. 

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

    Note: Run the same command to remove the service from debugging. 

    Thanks,

  • 0 in reply to FormerMember

    Hi,

    can you share which directory in our XG firewall should I explore or open to get this logs?

  • FormerMember
    0 FormerMember in reply to Mike_S

    Hi ,

    You can find the log files in the /log directory.

    Click here to find advanced shell commands to check the log files.

  • 0

    There is a bug which sounds very much like you are experiencing, I've had it with two XG's (out of a large estate, it's quite rare but something you don't want).

    In the end we re-flashed the one with v18 and the other one is for someone that is unlikely to renew their license in a few months (so will fix itself I guess). Its reference is NC-61506, I'm afraid although it's been around for while there's no indication of a fix. We've not yet tried a v18 update to MR5.

  • 0

    Hi All,

    We opted to reimage the XG310 into using v18.0.4 MR-4. Then, we run firmware upgrade using WebAdmin, successfully upgrade from v18.0.4 MR-4 to v18.0.5 MR-5.

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