XG115w failure

Hi folks,

rather than continue the posts in the v18.5.2 thread because the issue is my hardware not the software.

The XG115W was getting slower and slower and showing ups more connection errors. A suggestions was made to re-image it which I did a number of times using v28.5.1 mr-1 ISO

1/. the install collated but the screen was sitting at the new configuration screen, on Safari on FF part of the Sophos XG logo.

2/. reset  HDMI no longer works

3/. reset again, still no HDMI and status light goes red.

4/. reset again and complete a blind install.

6/. tried to connect using the USB console only to find the W10 does not have a driver for its USB modem.

7/. found I could logon using edge and complete the installation.

8/. the machine is basically dead, if you are very patient you can perform configuration and updates.

Next trick is log and request an RMA.

Ian



Edited TAGs
[edited by: emmosophos at 7:10 PM (GMT -8) on 12 Jan 2022]
Parents
  • 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

    Xeon 1225v5 6gb ram, SSID, 4 NICs 20w - v19 EAP

    XG115W - v18.5.2

    If a post solves your question please use the 'Verify Answer' button.

  • 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!

    Mit freundlichem Gruß, Regards from Germany,

    Philipp Rusch

    New Vision GmbH, Germany
    Sophos Silver-Partner

    If a post solves your question please use the 'Verify Answer' button.

  • 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

    Xeon 1225v5 6gb ram, SSID, 4 NICs 20w - v19 EAP

    XG115W - v18.5.2

    If a post solves your question please use the 'Verify Answer' button.

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

    Ian

    Xeon 1225v5 6gb ram, SSID, 4 NICs 20w - v19 EAP

    XG115W - v18.5.2

    If a post solves your question please use the 'Verify Answer' button.

Reply Children
  • 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

    Xeon 1225v5 6gb ram, SSID, 4 NICs 20w - v19 EAP

    XG115W - v18.5.2

    If a post solves your question please use the 'Verify Answer' button.