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Could not connect to the internet or even could not connect to the wifi

Administrator User484

Recently, there are a few reports from users that they could not access the internet even though the devices connected to wifi.

Some are even failed to connect to the wifi.

Both of the cases waiting for a few minutes or restarting the devices, things might go back to normal. But I wonder why this happens ?

The latest one, happened around 15 minutes ago, I checked the admin console, the Services icon goes yellow but nothing showed.

I checked also the terminal of running processes, I don't see anything special.

I wonder what should I check next time when things happened ?

There are also some high CPU alerts quite periodically on the morning 4am and "firewall goes down" notification from time to time.



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Parents Reply Children
  • 0 in reply to emmosophos

    For failing to connect to the internet, it seems to be affecting the wired connection users also.

    I checked syslog.log and awed.log, but I don't know which one is the problem... I saw the awed.log keeps printing the same JSON parsing error, I guess it's not normal ?

    Fullscreen awed.log Download 
    2021-09-29 10:35:24 3 CSC::API::exec_opcode
2021-09-29 10:35:24 4 WP_connected_clients::updateActiveAweLocalChannels
2021-09-29 10:36:11 DIE --------------------------------------------------------
2021-09-29 10:36:11 JSON error at line 1, byte 1/50: Unexpected character 'a' parsing initial state: expecting whitespace: '\n', '\r', '\t', ' ' or start of string: '"' or digit: '0-9' or minus: '-' or st
art of an array or object: '{', '[' or start of literal: 't', 'f', 'n' at /lib32/perl/site_perl/5.20.1/JSON/Parse.pm line 69.
2021-09-29 10:36:11 1 (eval)
2021-09-29 10:36:11 2 JSON::Parse::valid_json
2021-09-29 10:36:11 3 CSC::API::exec_opcode
2021-09-29 10:36:11 4 WP_connected_clients::updateActiveAweLocalChannels
2021-09-29 10:36:51 DIE --------------------------------------------------------
2021-09-29 10:36:51 JSON error at line 1, byte 1/50: Unexpected character 'a' parsing initial state: expecting whitespace: '\n', '\r', '\t', ' ' or start of string: '"' or digit: '0-9' or minus: '-' or st
art of an array or object: '{', '[' or start of literal: 't', 'f', 'n' at /lib32/perl/site_perl/5.20.1/JSON/Parse.pm line 69.
2021-09-29 10:36:51 1 (eval)
2021-09-29 10:36:51 2 JSON::Parse::valid_json
2021-09-29 10:36:51 3 CSC::API::exec_opcode
2021-09-29 10:36:51 4 WP_connected_clients::updateActiveAweLocalChannels
2021-09-29 10:37:36 DIE --------------------------------------------------------
2021-09-29 10:37:36 JSON error at line 1, byte 1/50: Unexpected character 'a' parsing initial state: expecting whitespace: '\n', '\r', '\t', ' ' or start of string: '"' or digit: '0-9' or minus: '-' or st
art of an array or object: '{', '[' or start of literal: 't', 'f', 'n' at /lib32/perl/site_perl/5.20.1/JSON/Parse.pm line 69.
2021-09-29 10:37:36 1 (eval)
2021-09-29 10:37:36 2 JSON::Parse::valid_json
2021-09-29 10:37:36 3 CSC::API::exec_opcode
2021-09-29 10:37:36 4 WP_connected_clients::updateActiveAweLocalChannels
2021-09-29 10:38:18 DIE --------------------------------------------------------
2021-09-29 10:38:18 JSON error at line 1, byte 1/50: Unexpected character 'a' parsing initial state: expecting whitespace: '\n', '\r', '\t', ' ' or start of string: '"' or digit: '0-9' or minus: '-' or st
art of an array or object: '{', '[' or start of literal: 't', 'f', 'n' at /lib32/perl/site_perl/5.20.1/JSON/Parse.pm line 69.
2021-09-29 10:38:18 1 (eval)
2021-09-29 10:38:18 2 JSON::Parse::valid_json
2021-09-29 10:38:18 3 CSC::API::exec_opcode
2021-09-29 10:38:18 4 WP_connected_clients::updateActiveAweLocalChannels
2021-09-29 10:39:01 DIE --------------------------------------------------------
2021-09-29 10:39:01 JSON error at line 1, byte 1/50: Unexpected character 'a' parsing initial state: expecting whitespace: '\n', '\r', '\t', ' ' or start of string: '"' or digit: '0-9' or minus: '-' or st
art of an array or object: '{', '[' or start of literal: 't', 'f', 'n' at /lib32/perl/site_perl/5.20.1/JSON/Parse.pm line 69.
2021-09-29 10:39:01 1 (eval)
2021-09-29 10:39:01 2 JSON::Parse::valid_json
2021-09-29 10:39:01 3 CSC::API::exec_opcode
2021-09-29 10:39:01 4 WP_connected_clients::updateActiveAweLocalChannels
2021-09-29 10:39:44 DIE --------------------------------------------------------
2021-09-29 10:39:44 JSON error at line 1, byte 1/50: Unexpected character 'a' parsing initial state: expecting whitespace: '\n', '\r', '\t', ' ' or start of string: '"' or digit: '0-9' or minus: '-' or st
art of an array or object: '{', '[' or start of literal: 't', 'f', 'n' at /lib32/perl/site_perl/5.20.1/JSON/Parse.pm line 69.
2021-09-29 10:39:44 1 (eval)
2021-09-29 10:39:44 2 JSON::Parse::valid_json
2021-09-29 10:39:44 3 CSC::API::exec_opcode
2021-09-29 10:39:44 4 WP_connected_clients::updateActiveAweLocalChannels

    Fullscreen syslog.log Download 
    Sep 29 10:30:19 localhost hostapd: Sophos: STA 92:18:88:2f:07:e4 IEEE 802.1X: authorizing port
Sep 29 10:30:19 localhost hostapd: Sophos: STA 92:18:88:2f:07:e4 RADIUS: starting accounting session C282C0934D8D13E4
Sep 29 10:30:19 localhost hostapd: Sophos: STA 92:18:88:2f:07:e4 WPA: pairwise key handshake completed (RSN)
Sep 29 10:30:39 localhost hostapd: Sophos: STA f4:0f:24:3b:7c:b2 IEEE 802.11: authentication OK (open system)
Sep 29 10:30:39 localhost hostapd: Sophos: STA f4:0f:24:3b:7c:b2 MLME: MLME-AUTHENTICATE.indication(f4:0f:24:3b:7c:b2, OPEN_SYSTEM)
Sep 29 10:30:39 localhost hostapd: Sophos: STA f4:0f:24:3b:7c:b2 MLME: MLME-DELETEKEYS.request(f4:0f:24:3b:7c:b2)
Sep 29 10:30:39 localhost hostapd: Sophos: STA f4:0f:24:3b:7c:b2 IEEE 802.11: authenticated
Sep 29 10:30:43 localhost hostapd: Sophos: STA f4:0f:24:3b:7c:b2 IEEE 802.11: authentication OK (open system)
Sep 29 10:30:43 localhost hostapd: Sophos: STA f4:0f:24:3b:7c:b2 MLME: MLME-AUTHENTICATE.indication(f4:0f:24:3b:7c:b2, OPEN_SYSTEM)
Sep 29 10:30:43 localhost hostapd: Sophos: STA f4:0f:24:3b:7c:b2 MLME: MLME-DELETEKEYS.request(f4:0f:24:3b:7c:b2)
Sep 29 10:30:43 localhost hostapd: Sophos: STA f4:0f:24:3b:7c:b2 IEEE 802.11: association OK (aid 13)
Sep 29 10:30:43 localhost hostapd: Sophos: STA f4:0f:24:3b:7c:b2 IEEE 802.11: authenticated
Sep 29 10:30:43 localhost hostapd: Sophos: STA f4:0f:24:3b:7c:b2 IEEE 802.11: associated (aid 13)
Sep 29 10:30:43 localhost hostapd: Sophos: STA f4:0f:24:3b:7c:b2 MLME: MLME-ASSOCIATE.indication(f4:0f:24:3b:7c:b2)
Sep 29 10:30:43 localhost hostapd: Sophos: STA f4:0f:24:3b:7c:b2 MLME: MLME-DELETEKEYS.request(f4:0f:24:3b:7c:b2)
Sep 29 10:30:43 localhost hostapd: Sophos: STA f4:0f:24:3b:7c:b2 IEEE 802.11: binding station to interface 'Sophos'
Sep 29 10:30:43 localhost hostapd: Sophos: STA f4:0f:24:3b:7c:b2 WPA: event 1 notification
Sep 29 10:30:43 localhost hostapd: Sophos: STA f4:0f:24:3b:7c:b2 WPA: start authentication
Sep 29 10:30:43 localhost hostapd: Sophos: STA f4:0f:24:3b:7c:b2 IEEE 802.1X: unauthorizing port
Sep 29 10:30:43 localhost hostapd: Sophos: STA f4:0f:24:3b:7c:b2 WPA: sending 1/4 msg of 4-Way Handshake
Sep 29 10:30:43 localhost hostapd: Sophos: STA f4:0f:24:3b:7c:b2 WPA: received EAPOL-Key frame (2/4 Pairwise)
Sep 29 10:30:43 localhost hostapd: Sophos: STA f4:0f:24:3b:7c:b2 WPA: sending 3/4 msg of 4-Way Handshake
Sep 29 10:30:43 localhost hostapd: Sophos: STA f4:0f:24:3b:7c:b2 WPA: received EAPOL-Key frame (4/4 Pairwise)
Sep 29 10:30:43 localhost hostapd: Sophos: STA f4:0f:24:3b:7c:b2 IEEE 802.1X: authorizing port
Sep 29 10:30:43 localhost hostapd: Sophos: STA f4:0f:24:3b:7c:b2 RADIUS: starting accounting session AD88D596DD1C6761
Sep 29 10:30:43 localhost hostapd: Sophos: STA f4:0f:24:3b:7c:b2 WPA: pairwise key handshake completed (RSN)
Sep 29 10:31:33 localhost kernel: [5501295.794864] 1028:appdev_vma_close:size 2031616
Sep 29 10:31:33 localhost kernel: [5501295.799315] 758:appdev_release:dev open 1
Sep 29 10:31:33 localhost kernel: [5501295.799319] 771:appdev_release:counter 7 size 128
Sep 29 10:31:33 localhost kernel: [5501295.799321] 774:appdev_release:dev open 0
Sep 29 10:38:21 localhost kernel: [5501704.665165] Relate Conntrack: NO Master Conntrak for tuple: 192.168.2.18:53476 -> 106.10.236.72:443
Sep 29 10:38:21 localhost kernel: [5501704.731493] Relate Conntrack: NO Master Conntrak for tuple: 192.168.2.18:53477 -> 23.42.214.33:443
Sep 29 10:38:22 localhost kernel: [5501705.679785] Relate Conntrack: NO Master Conntrak for tuple: 192.168.2.18:53476 -> 106.10.236.72:443
Sep 29 10:38:22 localhost kernel: [5501705.743760] Relate Conntrack: NO Master Conntrak for tuple: 192.168.2.18:53477 -> 23.42.214.33:443
Sep 29 10:38:24 localhost kernel: [5501707.695758] Relate Conntrack: NO Master Conntrak for tuple: 192.168.2.18:53476 -> 106.10.236.72:443
Sep 29 10:38:24 localhost kernel: [5501707.759759] Relate Conntrack: NO Master Conntrak for tuple: 192.168.2.18:53477 -> 23.42.214.33:443
Sep 29 10:38:28 localhost kernel: [5501711.759754] Relate Conntrack: NO Master Conntrak for tuple: 192.168.2.18:53476 -> 106.10.236.72:443
Sep 29 10:38:29 localhost kernel: [5501712.015766] Relate Conntrack: NO Master Conntrak for tuple: 192.168.2.18:53477 -> 23.42.214.33:443
Sep 29 10:40:52 localhost hostapd: Sophos: STA dc:a6:32:d3:71:b7 IEEE 802.11: disassociated due to inactivity
Sep 29 10:40:52 localhost hostapd: Sophos: STA dc:a6:32:d3:71:b7 MLME: MLME-DISASSOCIATE.indication(dc:a6:32:d3:71:b7, 4)
Sep 29 10:40:52 localhost hostapd: Sophos: STA dc:a6:32:d3:71:b7 MLME: MLME-DELETEKEYS.request(dc:a6:32:d3:71:b7)
Sep 29 10:40:53 localhost hostapd: Sophos: STA dc:a6:32:d3:71:b7 IEEE 802.11: deauthenticated due to inactivity (timer DEAUTH/REMOVE)
Sep 29 10:40:53 localhost hostapd: Sophos: STA dc:a6:32:d3:71:b7 MLME: MLME-DEAUTHENTICATE.indication(dc:a6:32:d3:71:b7, 2)
Sep 29 10:40:53 localhost hostapd: Sophos: STA dc:a6:32:d3:71:b7 MLME: MLME-DELETEKEYS.request(dc:a6:32:d3:71:b7)

    Fullscreen syslog2.log Download 
    Sep 29 10:00:16 localhost kernel: [5499418.047247] 771:appdev_release:counter 7 size 128
Sep 29 10:00:16 localhost kernel: [5499418.047248] 774:appdev_release:dev open 0
Sep 29 10:00:16 localhost kernel: [5499418.050985] 729:appdev_open:dev open 0 1f
Sep 29 10:00:16 localhost kernel: [5499418.050990] 750:appdev_open:dev open 3
Sep 29 10:00:16 localhost kernel: [5499418.051122] 703:appdev_write:ptr U 6,ACCEPT,1:DENY:13-43-44-45-47-49-50-60-62-63-77-80-84-107-119-130-151-153-176-201-203-216-227-229-230-242-244-247-248-252-253-254
-255-256-261-270-278-284-299-304-305-310-373-387-493-543-557-657-676-692-802-803-808-816-2023-2158-2170-2188-2189-2192-2197-2216-2217-2219-2238-2248-2351-2353-2358-2359-2360-2361-2363-2364-2365-2366-2367-
2368-2369-2370-2371-2372-2373-2374-2376-2377-2419-2420-2421-2422-2423-2428-2429-2438-2443-2468-2469-2470-2535-2536-2547-2569-2576-2597-2711-2718-2749-2786-2787-2788-2791-2794-2795-2829-2831-2849-2854-2855
-2856-2857-2858-2859-2860-2868-2869-2870-2876-2877-2883-2890-2891-2892-2897-2899-2900-2902-2903-2904-2908-2909-2916-2919-2922-2923-2924-2927-2933-2936-2937-2938-2954-2955-2956-2957-2958-2959-2960-2962-296
3-2964-3125-3126-3127-3128-3166-3167-3178-3228-3229-3272-3310-3311-3312-3321-3322-3346-3392-3434-3442-3545
Sep 29 10:00:16 localhost kernel: [5499418.051132] 75:appfiltermap_adt_parser: buff U 6,ACCEPT,1:DENY:13-43-44-45-47-49-50-60-62-63-77-80-84-107-119-130-151-153-176-201-203-216-227-229-230-242-244-247-248
-252-253-254-255-256-261-270-278-284-299-304-305-310-373-387-493-543-557-657-676-692-802-803-808-816-2023-2158-2170-2188-2189-2192-2197-2216-2217-2219-2238-2248-2351-2353-2358-2359-2360-2361-2363-2364-236
5-2366-2367-2368-2369-2370-2371-2372-2373-2374-2376-2377-2419-2420-2421-2422-2423-2428-2429-2438-2443-2468-2469-2470-2535-2536-2547-2569-2576-2597-2711-2718-2749-2786-2787-2788-2791-2794-2795-2829-2831-28
49-2854-2855-2856-2857-2858-2859-2860-2868-2869-2870-2876-2877-2883-2890-2891-2892-2897-2899-2900-2902-2903-2904-2908-2909-2916-2919-2922-2923-2924-2927-2933-2936-2937-2938-2954-2955-2956-2957-2958-2959-2
960-2962-2963-2964-3125-3126-3127-3128-3166-3167-3178-3228-3229-3272-3310-3311-3312-3321-3322-3346-3392-3434-3442-3545
Sep 29 10:00:16 localhost kernel: [5499418.051160] 215:appfiltermap_adt_parser:policy 6 max app order 1 max eac apporder 0
Sep 29 10:00:16 localhost kernel: [5499418.051171] 711:appdev_write:count 850
Sep 29 10:00:16 localhost kernel: [5499418.051177] 758:appdev_release:dev open 3
Sep 29 10:00:16 localhost kernel: [5499418.051180] 771:appdev_release:counter 7 size 128
Sep 29 10:00:16 localhost kernel: [5499418.051181] 774:appdev_release:dev open 0
Sep 29 10:00:16 localhost kernel: [5499418.062261] 729:appdev_open:dev open 0 1f
Sep 29 10:00:16 localhost kernel: [5499418.062265] 750:appdev_open:dev open 3
Sep 29 10:00:16 localhost kernel: [5499418.062335] 703:appdev_write:ptr U 7,ACCEPT,1:DENY:13-43-44-45-47-49-50-60-62-63-77-80-84-107-119-130-151-153-176-201-203-216-227-229-230-242-244-247-248-252-253-254
-255-256-261-270-278-284-299-304-305-310-373-387-493-543-557-657-676-692-802-803-808-816-2023-2158-2170-2188-2189-2192-2197-2216-2217-2219-2238-2248-2351-2353-2358-2359-2360-2361-2363-2364-2365-2366-2367-
2368-2369-2370-2371-2372-2373-2374-2376-2377-2419-2420-2421-2422-2423-2428-2429-2438-2443-2468-2469-2470-2535-2536-2547-2569-2576-2597-2711-2718-2749-2786-2787-2788-2791-2794-2795-2829-2831-2849-2854-2855
-2856-2857-2858-2859-2860-2868-2869-2870-2876-2877-2883-2890-2891-2892-2897-2899-2900-2902-2903-2904-2908-2909-2916-2919-2922-2923-2924-2927-2933-2936-2937-2938-2954-2955-2956-2957-2958-2959-2960-2962-296
3-2964-3125-3126-3127-3128-3166-3167-3178-3228-3229-3272-3310-3311-3312-3321-3322-3346-3392-3434-3442-3545,2:DENY:3-5-10-11-12-21-26-27-31-32-34-37-40-51-54-59-64-66-71-76-79-85-86-93-117-120-121-122-127-
128-129-13
Sep 29 10:00:16 localhost kernel: [5499418.062345] 75:appfiltermap_adt_parser: buff U 7,ACCEPT,1:DENY:13-43-44-45-47-49-50-60-62-63-77-80-84-107-119-130-151-153-176-201-203-216-227-229-230-242-244-247-248
-252-253-254-255-256-261-270-278-284-299-304-305-310-373-387-493-543-557-657-676-692-802-803-808-816-2023-2158-2170-2188-2189-2192-2197-2216-2217-2219-2238-2248-2351-2353-2358-2359-2360-2361-2363-2364-236
5-2366-2367-2368-2369-2370-2371-2372-2373-2374-2376-2377-2419-2420-2421-2422-2423-2428-2429-2438-2443-2468-2469-2470-2535-2536-2547-2569-2576-2597-2711-2718-2749-2786-2787-2788-2791-2794-2795-2829-2831-28
49-2854-2855-2856-2857-2858-2859-2860-2868-2869-2870-2876-2877-2883-2890-2891-2892-2897-2899-2900-2902-2903-2904-2908-2909-2916-2919-2922-2923-2924-2927-2933-2936-2937-2938-2954-2955-2956-2957-2958-2959-2
960-2962-2963-2964-3125-3126-3127-3128-3166-3167-3178-3228-3229-3272-3310-3311-3312-3321-3322-3346-3392-3434-3442-3545,2:DENY:3-5-10-11-12-21-26-27-31-32-34-37-40-51-54-59-64-66-71-76-79-85-86-93-117-120-
121-122-12
Sep 29 10:00:16 localhost kernel: [5499418.062401] 215:appfiltermap_adt_parser:policy 7 max app order 2 max eac apporder 0
Sep 29 10:00:16 localhost kernel: [5499418.062410] 711:appdev_write:count 1986
Sep 29 10:00:16 localhost kernel: [5499418.062417] 758:appdev_release:dev open 3
Sep 29 10:00:16 localhost kernel: [5499418.062419] 771:appdev_release:counter 7 size 128
Sep 29 10:00:16 localhost kernel: [5499418.062421] 774:appdev_release:dev open 0
Sep 29 10:11:39 localhost nsgsig-verify: /sdisk/u2d/downloads/atp_threatdata_1.00_1.0.0379.tar.gz.gpg: not an NSGSIG file
Sep 29 10:11:40 localhost hostapd: Sophos: STA f0:1d:bc:94:5e:32 IEEE 802.11: authentication OK (open system)
Sep 29 10:11:40 localhost hostapd: Sophos: STA f0:1d:bc:94:5e:32 MLME: MLME-AUTHENTICATE.indication(f0:1d:bc:94:5e:32, OPEN_SYSTEM)
Sep 29 10:11:40 localhost hostapd: Sophos: STA f0:1d:bc:94:5e:32 MLME: MLME-DELETEKEYS.request(f0:1d:bc:94:5e:32)
Sep 29 10:11:40 localhost hostapd: Sophos: STA f0:1d:bc:94:5e:32 IEEE 802.11: authenticated
Sep 29 10:11:40 localhost hostapd: Sophos: STA f0:1d:bc:94:5e:32 IEEE 802.11: association OK (aid 5)
Sep 29 10:11:40 localhost hostapd: Sophos: STA f0:1d:bc:94:5e:32 IEEE 802.11: associated (aid 5)
Sep 29 10:11:40 localhost hostapd: Sophos: STA f0:1d:bc:94:5e:32 MLME: MLME-ASSOCIATE.indication(f0:1d:bc:94:5e:32)

  • 0 in reply to Administrator User484

    Hello there,

    Thank you for the logs.

    The error in the awed.log seems to be normal. 

    Since this is affecting also wired users, I would recommend you disable Firewall Acceleration and see if that helps the issue.

    You would need to SSH into the XG and the press 5>4 to be in the Console then run the following command:

    console> system firewall-acceleration disable

    Regards,

     
    Emmanuel (EmmoSophos)
    Technical Team Lead, Global Community Support
    Sophos Support Videos | Product Documentation  |  @SophosSupport  | Sign up for SMS Alerts
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