XG115w failure

Hi,

this might seem like a dumb question, but to those of you who have used support, how long does it take to get an initial response asking for details of the issue?

Ian

Hello,

sometimes this took three days with my support tickets, before I got a reaction.

And then, most of the times you get the famous: "Can you elaborate further on your issue?", although I ALWAYS include every detail in my first support requests.

The worst experience was a failed power supply for a small SG105 appliance last quarter: it took more than 2 weeks to get the right spare part send out to our customer although everything was under support contract. To help out in the meantime, I ordered a new power supply from our distributor and gave it to the customer when this arrived the next day.

Good luck!

Might be a temperature fault. I started it up to try and connect a console, that failed no console connectors (serial modem things).

With basic configuration of two rules,  screen updates are quick. I tried for a firmware upgrade none available, I tried a restore, can't do that mr-2 does not restore to mr-1.

So, i will leave it online for the moment and try the HDMI interface later today.

Ian

I have a support case number, now waiting for the magic.

Ian

So frustrating. Support contacted me today and I went through the questions and provided answers.

The frustrating part is, I spent part of Sunday working on the XG115W, factory default reset which for some reason allowed the hardware reset to work. The result was the HDMI is working, configured the basic setup and registered. Downloaded and installed the update to mr-2 and performed a backup. 

Access is now working for one device with reasonable speed and minimal 'unable to associate errors', more testing tomorrow when the box is user free,

Ian

By the way Ian, just to keep the expectations. 

Your Home Appliance is likely be much more powerful compared to a XG115 due the tech used in both appliances. A Home appliance will likely have a much newer CPU (4 Cores) compared to a Sophos desktop Appliance of the old generation. The XGS116 is a newer tech and has a NPU builtin. 

Hi LuCar,

I am aware of that difference thank you. According to the bios on the xg115w it has a 4 core cpu running 1.6 to 1.8. 
I am trying to migrate to the xg115w to replace my home unit, but it is failing with only one user. The reset of the bios reset to default configuration  appears to overcome the single user issue, so I have to assume something was corrupted during one of the software upgrades.

I started this thread so that I did not clog the v18.5.2 mr-2 experience thread.l

ian

Hi,

I have been working with support, though the online sessions did not work because of the issue under investigation, Support had to use the support connection to investigate and I have not had any feedback as to the results of there investigation.

I suspect there is something else wrong with the XG115W because it made over 22000 DNS queries without any users attached before I changed its internet access.

Ian

While waiting for support to provide an update, reset the XG115W to factory defaults again.

This time I started with a simple set of firewall rules, 2 IP4 with NAT and one IPv6 with NAT. Still no joy with the IPv6 traffic.

I found the issue is caused by a design deficiency in the Sophos XG

1/. IPv6 requires a NAT

2/. The NAT when added is by default disabled.

3/. A number of IPv6 networks don't get automatically created as do the IP4 networks.

Enabled the IPv6 NAT, cleaned up there DNS again and bingo the XG115W passes IPv6 traffic, but still fails IPv6 internet testing.

So at this stage it is working even if a bit slow.

Ian