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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

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,

Reply
  • 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,

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