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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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Parents
  • Hi guys, this issue is still happening. Is there any update?

  • 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)

Reply Children
  • 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? 

    __________________________________________________________________________________________________________________

  • Hi  The development team is investigating the issue and ID is NR-8455

    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.

  • Thanks for that update.

    just sent new logs and a dump to Sophos Support FTP.

    2022-10-18 12:19:24Z INFO central-connect[20545]: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
    2022-10-18 12:19:24Z INFO central-connect[20545]:271 main:: -  got response of poll for SSO. Status: connected backupExpected:
    2022-10-18 12:19:55Z INFO central-connect[21978]: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
    2022-10-18 12:19:55Z INFO central-connect[21978]:271 main:: -  got response of poll for SSO. Status: connected backupExpected:
    2022-10-18 12:20:25Z INFO central-connect[23376]: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
    2022-10-18 12:20:30Z INFO central-connect[23376]:271 main:: -  got response of poll for SSO. Status: connected backupExpected:
    2022-10-18 12:21:01Z INFO central-connect[24943]: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
    2022-10-18 12:21:01Z INFO central-connect[24943]:271 main:: -  got response of poll for SSO. Status: connected backupExpected:
    2022-10-18 12:21:31Z INFO central-connect[26263]: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
    2022-10-18 12:21:31Z INFO central-connect[26263]:271 main:: -  got response of poll for SSO. Status: connected backupExpected:
    2022-10-18 12:22:02Z INFO central-connect[30773]: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
    2022-10-18 12:22:02Z INFO central-connect[30773]:271 main:: -  got response of poll for SSO. Status: connected backupExpected:
    2022-10-18 12:22:32Z INFO central-connect[32629]: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
    2022-10-18 12:22:32Z INFO central-connect[32629]:271 main:: -  got response of poll for SSO. Status: connected backupExpected:
    2022-10-18 12:23:03Z INFO central-connect[1374]: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
    2022-10-18 12:23:03Z INFO central-connect[1374]:271 main:: -  got response of poll for SSO. Status: disconnected backupExpected:
    2022-10-18 12:23:04Z INFO central-connect[1433]: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
    2022-10-18 12:23:04Z INFO central-connect[1433]:271 main:: -  got response of poll for SSO. Status: disconnected backupExpected:
    2022-10-18 12:23:35Z INFO central-connect[3009]: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
    2022-10-18 12:23:35Z INFO central-connect[3009]:271 main:: -  got response of poll for SSO. Status: disconnected backupExpected:
    2022-10-18 12:24:06Z INFO central-connect[4461]: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
    2022-10-18 12:24:06Z INFO central-connect[4461]:271 main:: -  got response of poll for SSO. Status: disconnected backupExpected:
    2022-10-18 12:24:37Z INFO central-connect[5889]: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
    2022-10-18 12:24:41Z INFO central-connect[5889]:271 main:: -  got response of poll for SSO. Status: disconnected backupExpected:
    2022-10-18 12:25:13Z INFO central-connect[7571]: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
    2022-10-18 12:25:13Z INFO central-connect[7571]:271 main:: -  got response of poll for SSO. Status: disconnected backupExpected:
    2022-10-18 12:25:44Z INFO central-connect[8937]: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
    2022-10-18 12:25:44Z INFO central-connect[8937]:271 main:: -  got response of poll for SSO. Status: disconnected backupExpected:
    2022-10-18 12:26:14Z INFO central-connect[10387]: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
    2022-10-18 12:26:15Z INFO central-connect[10387]:271 main:: -  got response of poll for SSO. Status: disconnected backupExpected:
    2022-10-18 12:26:45Z INFO central-connect[11746]: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
    2022-10-18 12:26:45Z INFO central-connect[11746]:271 main:: -  got response of poll for SSO. Status: disconnected backupExpected:
    2022-10-18 12:27:16Z INFO central-connect[13274]: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
    2022-10-18 12:27:16Z INFO central-connect[13274]:271 main:: -  got response of poll for SSO. Status: disconnected backupExpected:
    2022-10-18 12:27:47Z INFO central-connect[14600]: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
    2022-10-18 12:27:47Z INFO central-connect[14600]:271 main:: -  got response of poll for SSO. Status: disconnected backupExpected:
    2022-10-18 12:28:17Z INFO central-connect[15870]: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
    2022-10-18 12:28:18Z INFO central-connect[15870]:271 main:: -  got response of poll for SSO. Status: disconnected backupExpected:
    2022-10-18 12:28:48Z INFO central-connect[17888]: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
    2022-10-18 12:28:48Z INFO central-connect[17888]:271 main:: -  got response of poll for SSO. Status: disconnected backupExpected:
    2022-10-18 12:29:19Z INFO central-connect[19254]: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
    2022-10-18 12:29:19Z INFO central-connect[19254]:271 main:: -  got response of poll for SSO. Status: disconnected backupExpected:
    2022-10-18 12:29:50Z INFO central-connect[20658]: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
    2022-10-18 12:29:50Z INFO central-connect[20658]:271 main:: -  got response of poll for SSO. Status: disconnected backupExpected:
    2022-10-18 12:30:20Z INFO central-connect[22365]: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
    2022-10-18 12:30:20Z INFO central-connect[22365]:271 main:: -  got response of poll for SSO. Status: disconnected backupExpected:
    2022-10-18 12:30:51Z INFO central-connect[23628]: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
    2022-10-18 12:30:51Z INFO central-connect[23628]:271 main:: -  got response of poll for SSO. Status: disconnected backupExpected:
    2022-10-18 12:31:22Z INFO central-connect[24991]: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
    2022-10-18 12:31:22Z INFO central-connect[24991]:271 main:: -  got response of poll for SSO. Status: disconnected backupExpected:
    2022-10-18 12:31:54Z INFO central-connect[26436]: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
    2022-10-18 12:31:54Z INFO central-connect[26436]:271 main:: -  got response of poll for SSO. Status: disconnected backupExpected:
    2022-10-18 12:32:25Z INFO central-connect[27961]: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
    2022-10-18 12:32:25Z INFO central-connect[27961]:271 main:: -  got response of poll for SSO. Status: disconnected backupExpected:
    2022-10-18 12:32:56Z INFO central-connect[28933]: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
    2022-10-18 12:33:01Z INFO central-connect[28933]:271 main:: -  got response of poll for SSO. Status: disconnected backupExpected:
    2022-10-18 12:33:32Z INFO central-connect[30542]: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
    2022-10-18 12:33:32Z INFO central-connect[30542]:271 main:: -  got response of poll for SSO. Status: disconnected backupExpected:
    2022-10-18 12:34:03Z INFO central-connect[31979]: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
    2022-10-18 12:34:03Z INFO central-connect[31979]:271 main:: -  got response of poll for SSO. Status: disconnected backupExpected:
    2022-10-18 12:34:34Z INFO central-connect[1010]: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
    2022-10-18 12:34:34Z INFO central-connect[1010]:271 main:: -  got response of poll for SSO. Status: disconnected backupExpected:
    2022-10-18 12:35:05Z INFO central-connect[2411]: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
    2022-10-18 12:35:05Z INFO central-connect[2411]:271 main:: -  got response of poll for SSO. Status: disconnected backupExpected:
    2022-10-18 12:35:36Z INFO central-connect[3863]: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
    2022-10-18 12:35:37Z INFO central-connect[3863]:271 main:: -  got response of poll for SSO. Status: disconnected backupExpected:
    2022-10-18 12:36:08Z INFO central-connect[5131]: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
    2022-10-18 12:36:08Z INFO central-connect[5131]:271 main:: -  got response of poll for SSO. Status: disconnected backupExpected:
    2022-10-18 12:36:39Z INFO central-connect[6537]: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
    2022-10-18 12:36:39Z INFO central-connect[6537]:271 main:: -  got response of poll for SSO. Status: disconnected backupExpected:
    2022-10-18 12:37:10Z INFO central-connect[10049]: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
    2022-10-18 12:37:10Z INFO central-connect[10049]:271 main:: -  got response of poll for SSO. Status: disconnected backupExpected:
    
    

  • Development has worked on a fix. They're asking us to monitor the issue, I will get back to them if the issue persists.