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Firewall Connection Lost in Sophos Central

Dears

I facing problem to manage my firewall from Sophos central as error below

The firewall is not responding to the login request as fast as expected. Please wait a while and try again, or check that the firewall is not experiencing any internet connectivity issues.

Note : Wan Link is up & internet is good 



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  • same here, same time. utm-cloudstation-eu-central-1.prod.hydra.sophos.com

    Sophos Central at normal operation? Scheduled maintenance on 15th but nothing else?

  • Getting a bunch of disconnect mail again.

    So I have a tcp dump of that "normal" operation. Who want's to check it?

    XG430_WP02_SFOS 18.5.4 MR-4-Build418# tail -f /log/centralmanagement.log
    <html>
    <head><title>504 Gateway Time-out</title></head>
    <body>
    <center><h1>504 Gateway Time-out</h1></center>
    </body>
    </html>
    
    2022-10-17 09:12:36Z INFO central-connect[24614]:232 main:: -  Poll for SSO Sess                                                                                                                                                             ions failed.
    2022-10-17 09:12:36Z ERROR Tools.pm[24614]:97 SFOS::Common::Central::Tools::repo                                                                                                                                                             rt_status - EPOLLSSOFAIL: no sophisticated error message supplied
    2022-10-17 09:13:07Z INFO central-connect[26731]:221 main:: - Polling for SSO to                                                                                                                                                              PIC-URI [https://utm-cloudstation-eu-central-1.prod.hydra.sophos.com]/sophos/ap                                                                                                                                                             i/v1/firewalls/C420xxxxx0F/sshTunnel  Timezone: Europe/Berlin
    2022-10-17 09:13:58Z INFO central-connect[26731]:271 main:: -  got response of poll for SSO. Status: disconnected backupExpected:
    2022-10-17 09:14:29Z INFO central-connect[31807]:221 main:: - Polling for SSO to PIC-URI [https://utm-cloudstation-eu-central-1.prod.hydra.sophos.com]/sophos/api/v1/firewalls/C420xxxxx0F/sshTunnel  Timezone: Europe/Berlin
    2022-10-17 09:14:29Z WARN API.pm[31807]:119 SFOS::Common::Central::API::send_request - HTTP/1.1 502 Bad Gateway
    Connection: close
    Date: Mon, 17 Oct 2022 09:14:29 GMT
    Server: awselb/2.0
    Content-Length: 122
    Content-Type: text/html
    Client-Date: Mon, 17 Oct 2022 09:14:29 GMT
    Client-Peer: 18.193.156.207:443
    Client-Response-Num: 1
    Client-SSL-Cert-Issuer: /C=US/O=Amazon/OU=Server CA 1B/CN=Amazon
    Client-SSL-Cert-Subject: /CN=utm-cloudstation-eu-central-1.prod.hydra.sophos.com
    Client-SSL-Cipher: ECDHE-RSA-AES128-SHA256
    Client-SSL-Socket-Class: IO::Socket::SSL
    Title: 502 Bad Gateway
    
    <html>
    <head><title>502 Bad Gateway</title></head>
    <body>
    <center><h1>502 Bad Gateway</h1></center>
    </body>
    </html>
    
    2022-10-17 09:14:29Z INFO central-connect[31807]:232 main:: -  Poll for SSO Sessions failed.
    2022-10-17 09:14:29Z ERROR Tools.pm[31807]:97 SFOS::Common::Central::Tools::report_status - EPOLLSSOFAIL: no sophisticated error message supplied
    2022-10-17 09:15:00Z INFO central-connect[875]:221 main:: - Polling for SSO to PIC-URI [https://utm-cloudstation-eu-central-1.prod.hydra.sophos.com]/sophos/api/v1/firewalls/C420xxxxx0F/sshTunnel  Timezone: Europe/Berlin
    2022-10-17 09:15:10Z WARN API.pm[875]:119 SFOS::Common::Central::API::send_request - HTTP/1.1 504 Gateway Time-out
    Connection: close
    Date: Mon, 17 Oct 2022 09:15:10 GMT
    Server: awselb/2.0
    Content-Length: 132
    Content-Type: text/html
    Client-Date: Mon, 17 Oct 2022 09:15:10 GMT
    Client-Peer: 18.197.79.233:443
    Client-Response-Num: 1
    Client-SSL-Cert-Issuer: /C=US/O=Amazon/OU=Server CA 1B/CN=Amazon
    Client-SSL-Cert-Subject: /CN=utm-cloudstation-eu-central-1.prod.hydra.sophos.com
    Client-SSL-Cipher: ECDHE-RSA-AES128-SHA256
    Client-SSL-Socket-Class: IO::Socket::SSL
    Title: 504 Gateway Time-out
    
    <html>
    <head><title>504 Gateway Time-out</title></head>
    <body>
    <center><h1>504 Gateway Time-out</h1></center>
    </body>
    </html>
    
    2022-10-17 09:15:10Z INFO central-connect[875]:232 main:: -  Poll for SSO Sessions failed.
    2022-10-17 09:15:10Z ERROR Tools.pm[875]:97 SFOS::Common::Central::Tools::report_status - EPOLLSSOFAIL: no sophisticated error message supplied
    2022-10-17 09:15:41Z INFO central-connect[3006]:221 main:: - Polling for SSO to PIC-URI [https://utm-cloudstation-eu-central-1.prod.hydra.sophos.com]/sophos/api/v1/firewalls/C420xxxxx0F/sshTunnel  Timezone: Europe/Berlin
    2022-10-17 09:15:48Z INFO central-connect[3006]:271 main:: -  got response of poll for SSO. Status: disconnected backupExpected:
    2022-10-17 09:16:19Z INFO central-connect[5109]:221 main:: - Polling for SSO to PIC-URI [https://utm-cloudstation-eu-central-1.prod.hydra.sophos.com]/sophos/api/v1/firewalls/C420xxxxx0F/sshTunnel  Timezone: Europe/Berlin
    2022-10-17 09:16:22Z INFO central-connect[5109]:271 main:: -  got response of poll for SSO. Status: disconnected backupExpected:
    2022-10-17 09:16:53Z INFO central-connect[6876]:221 main:: - Polling for SSO to PIC-URI [https://utm-cloudstation-eu-central-1.prod.hydra.sophos.com]/sophos/api/v1/firewalls/C420xxxxx0F/sshTunnel  Timezone: Europe/Berlin
    2022-10-17 09:16:53Z INFO central-connect[6876]:271 main:: -  got response of poll for SSO. Status: disconnected backupExpected:
    

  • I have raised a ticket with support, since the issues are persistent and Status Page is not reporting any down services.

  • are you in central europe region or other? can you share your case#?

  • We have the same issues (central europe region)

  • We have the same issues with several Customers Accounts (central europe region)

  • Sophos hello?

    Any update on that issue? No further comments here, no KB article on support page. Silence.

    Will it happen daily now?

    todays issues have the same timestamp than the ones yesterday.

    Today 2022-10-18:

    Yesterday 2022-10-17:

  • Hi, support is investigating this issue right now, I will keep you updated.

  • please send your case number. linking support cases speeds things up.

  • There are still investigation ongoing. Do you have a Case ID for us? 

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