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Firewall Connection Lost in Sophos Central

Ahmed Fahmy1

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
  • +1

    Hello Community,

    The issue is marked as Fix as of 8:00am PT, 5:00pm CEST.

    Regards,

     
    Emmanuel (EmmoSophos)
    Technical Team Lead, Global Community Support
    Sophos Support Videos | Product Documentation  |  @SophosSupport  | Sign up for SMS Alerts
    If a post solves your question use the 'Verify Answer' link.
  • 0 in reply to emmosophos

    Currently - All systems normal - Advisory KBA

    Thanks & Regards,
    _______________________________________________________________

    Vivek Jagad | Team Lead, Global Support & Services 

    Log a Support Case | Sophos Service Guide
    Best Practices – Support Case


    Sophos Community | Product Documentation | Sophos Techvids | SMS
    If a post solves your question please use the 'Verify Answer' button.

  • 0 in reply to LuCar Toni

    Engineering team is actively investigating. If anyone has experienced the issue from 10:45-12:00 UTC today related to the  Firewall not communicating to Central please post a reply to this thread or send me a DM. 

    Thank you kindly.

    Karlos
    Community Support Engineer | Sophos Technical Support
    Knowledge Base  |  @SophosSupport  | Sign up for SMS Alerts
    If a post solves your question use the 'This helped me' link.
  • 0 in reply to Karlos

    Hi Karlos, our customers did today:

    Let me know if you need support access ids - I'll update our case as well.

  • 0 in reply to Ale1007

    if you're in CEST, it does not apply to 10:45-12:00 UTC

  • 0 in reply to Karlos

    This should be in specific time-range (Log in CEST):

    Multiple 502 Bad Gateway and 504 Gateway TIme-Out Messages in /log/centralmanagement.log around this time.
    Does this help?

    2022-10-24 09:24:48Z INFO central-connect[9413]:232 main:: -  Poll for SSO Sessions failed.
2022-10-24 09:24:48Z ERROR Tools.pm[9413]:97 SFOS::Common::Central::Tools::report_status - EPOLLSSOFAIL: no sophisticated error message supplied
2022-10-24 09:25:22Z INFO central-connect[9644]:221 main:: - Polling for SSO to PIC-URI [https://utm-cloudstation-eu-central-1.prod.hydra.sophos.com]/sophos/api/v1/firewalls/C01001XXXXXXX/sshTunnel  Timezone: Europe/Berlin
2022-10-24 09:26:26Z WARN API.pm[9644]:119 SFOS::Common::Central::API::send_request - HTTP/1.1 504 Gateway Time-out
Connection: close
Date: Mon, 24 Oct 2022 09:26:26 GMT
Server: awselb/2.0
Content-Length: 132
Content-Type: text/html
Client-Date: Mon, 24 Oct 2022 09:26:26 GMT
Client-Peer: 3.124.132.150:443
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>

2022-10-24 09:26:26Z INFO central-connect[9644]:232 main:: -  Poll for SSO Sessions failed.
2022-10-24 09:26:26Z ERROR Tools.pm[9644]:97 SFOS::Common::Central::Tools::report_status - EPOLLSSOFAIL: no sophisticated error message supplied
2022-10-24 09:27:00Z INFO central-connect[10188]:221 main:: - Polling for SSO to PIC-URI [https://utm-cloudstation-eu-central-1.prod.hydra.sophos.com]/sophos/api/v1/firewalls/C01001XXXXXXX/sshTunnel  Timezone: Europe/Berlin
2022-10-24 09:27:01Z WARN API.pm[10188]:119 SFOS::Common::Central::API::send_request - HTTP/1.1 502 Bad Gateway
Connection: close
Date: Mon, 24 Oct 2022 09:27:01 GMT
Server: awselb/2.0
Content-Length: 122
Content-Type: text/html
Client-Date: Mon, 24 Oct 2022 09:27:01 GMT
Client-Peer: 3.124.132.150:443
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>

2022-10-24 09:27:01Z INFO central-connect[10188]:232 main:: -  Poll for SSO Sessions failed.
2022-10-24 09:27:01Z ERROR Tools.pm[10188]:97 SFOS::Common::Central::Tools::report_status - EPOLLSSOFAIL: no sophisticated error message supplied
2022-10-24 09:27:36Z INFO central-connect[10422]:221 main:: - Polling for SSO to PIC-URI [https://utm-cloudstation-eu-central-1.prod.hydra.sophos.com]/sophos/api/v1/firewalls/C01001XXXXXXX/sshTunnel  Timezone: Europe/Berlin

    It's only test-lab, but if it helps getting this fixed, Access ID: c5d276b0-16f0-3120-9be8-b18e5708b7c8@eu2.apu.sophos.com

  • 0 in reply to soph-f

    Thank you , much appreciated! Will forward this to Engineering.

    Karlos
    Community Support Engineer | Sophos Technical Support
    Knowledge Base  |  @SophosSupport  | Sign up for SMS Alerts
    If a post solves your question use the 'This helped me' link.
  • 0 in reply to Karlos

    Hi,
    same issue again for about 30 minutes!

    BR Gerd

  • 0 in reply to malo

    The issue is currently ongoing. We appreciate your patience as our team actively works to get this resolved. 

    KBA for more details: https://support.sophos.com/support/s/article/KB-000044605?language=en_US

    Best,

    Karlos
    Community Support Engineer | Sophos Technical Support
    Knowledge Base  |  @SophosSupport  | Sign up for SMS Alerts
    If a post solves your question use the 'This helped me' link.
  • 0 in reply to Karlos

    still ongoing. anyway all is nice and green here.

    normal operation.

    CEST

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