This discussion has been locked.

You can no longer post new replies to this discussion. If you have a question you can start a new discussion

Issue with my SOPHOS 310 Firewall (Sudden restart)

Hi to all Sophos Support,

I would like to ask your help regaridng the issue with my Sophos Firewall. Just today around 3:05-3:11AM (UTC+08:00) (philippine time). I don't know what caused the problem. Upon checking all the logs in the Sophos Firewall GUI I cannot see any cause of the suddent restart. I tried to access using WinSCP and copied all contents of the /logs folder. Can anyone assist me in the right direction on what to do to trace the problem? Wat logs I need to check. Below are some sample screenshots from dashboard.

Please advise. Thanks in advance for all the support.

rodneyaltam

This thread was automatically locked due to age.

Top Replies

Vishal_R over 2 years ago +1 suggested

Hi Rodney Altamera : Thank you for reaching out to the Sophos community team. You may check the syslog.log around reboot time to see if there is any suspected error or logs appearing or not. If syslog…

Parents

0 Vishal_R over 2 years ago

Hi Rodney Altamera: Thank you for reaching out to the Sophos community team. You may check the syslog.log around reboot time to see if there is any suspected error or logs appearing or not. If syslog.log did not contain any logs around reboot time which gives any problematic indication then your XG may require connectivity on the serial console to capture the next auto-reboot instance logs. It may possible it is auto rebooted due to Kernal Oops or Kerna Panic.I would also advise to Open Support case to have an investigation on this.

support.sophos.com/.../KB-000041492

Regards,

Vishal Ranpariya
Technical Account Manager | Sophos Technical Support
Sophos Support Videos | Knowledge Base | @SophosSupport | Sign up for SMS Alerts |
If a post solves your question use the 'This helped me' link.
Cancel
Vote Up +1 Vote Down

Cancel

Reply

0 Vishal_R over 2 years ago

Hi Rodney Altamera: Thank you for reaching out to the Sophos community team. You may check the syslog.log around reboot time to see if there is any suspected error or logs appearing or not. If syslog.log did not contain any logs around reboot time which gives any problematic indication then your XG may require connectivity on the serial console to capture the next auto-reboot instance logs. It may possible it is auto rebooted due to Kernal Oops or Kerna Panic.I would also advise to Open Support case to have an investigation on this.

support.sophos.com/.../KB-000041492

Regards,

Vishal Ranpariya
Technical Account Manager | Sophos Technical Support
Sophos Support Videos | Knowledge Base | @SophosSupport | Sign up for SMS Alerts |
If a post solves your question use the 'This helped me' link.
Cancel
Vote Up +1 Vote Down

Cancel

Children

0 Rodney Altamera over 2 years ago in reply to Vishal_R

HI Vishal here is what I got from the syslogs of Sophos Firewall. What does this mean?
Cancel
Vote Up 0 Vote Down

Cancel
0 Vishal_R over 2 years ago in reply to Rodney Altamera

Hi Rodney Altamera : Thanks for sharing the syslog.log around reboot time, here before reboot no Kernal Oops or call trace, so keeping the device connected with the serial console will help more to capture logs for the next instance, and also support ticket will help here, so support engineer may start some service in debug if needed.

Regards,

Vishal Ranpariya
Technical Account Manager | Sophos Technical Support
Sophos Support Videos | Knowledge Base | @SophosSupport | Sign up for SMS Alerts |
If a post solves your question use the 'This helped me' link.
Cancel
Vote Up 0 Vote Down

Cancel
0 Rodney Altamera over 2 years ago in reply to Vishal_R

Hi Vishal_R,

Noted. I already sent the syslogs to sophos support. I am still waiting for their feedback.

Thanks

rodney
Cancel
Vote Up 0 Vote Down

Cancel
0 Rodney Altamera over 2 years ago in reply to Rodney Altamera

Hi Vishal_R,

I sent a reply to the email of Sophos Support for their questions. I also attached syslogs. But until now I didn't get any response?

Thanks

rodney
Cancel
Vote Up 0 Vote Down

Cancel
0 Vishal_R over 2 years ago in reply to Rodney Altamera

Hi Rodney Altamera Please DM me with the case ID, will do the needful to have update/progress.

Regards,

Vishal Ranpariya
Technical Account Manager | Sophos Technical Support
Sophos Support Videos | Knowledge Base | @SophosSupport | Sign up for SMS Alerts |
If a post solves your question use the 'This helped me' link.
Cancel
Vote Up 0 Vote Down

Cancel
0 Rodney Altamera over 2 years ago in reply to Vishal_R

Hi Vishal_R,

No worries, I already got the response from Sophos support.

Thanks for the assist.
Cancel
Vote Up +1 Vote Down

Cancel
0 LuCar Toni over 2 years ago in reply to Rodney Altamera

You could eventually try MR2, if this resolves your issue.

__________________________________________________________________________________________________________________
Cancel
Vote Up 0 Vote Down

Cancel
0 Rodney Altamera over 2 years ago in reply to LuCar Toni

Hi LuCar Toni,

Just checked my Sophos XG310 no firmware update yet for MR2. I'll wait once this is released. Thanks for the update.
Cancel
Vote Up 0 Vote Down

Cancel