IPS service has stopped and will not restart.

Hi folks,

v19.0.1 MR-1 IPS service has stopped and will not restart, the error message is the process is taking too long.

There are no entries in the Logviewer -> system log indicating any issues.

Next step please.

Update :- after two attempts the GUI shows the service as restarting. There are no entries in log viewer -> IPS.

Ian

Memory has dropped from 80+% to 66%, CPU has increased

10am yesterday I restarted a 8 port switch to see if that would fix an IPv6 issue which it did, but the memory use dropped significantly. I also changed the maximum network packet size on one LAN interface which took all interfaces off line for a short time another bug.



Edited TAGs
[edited by: emmosophos at 5:42 PM (GMT -7) on 17 Aug 2022]
Parents
  • Can you please install Build 365 and report back, if the issue is resolved? 

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  • Hi Lucar Toni,

    I have installed the latest release and waited until all the firmware updates were completed except for the ips which failed. I powered down the XG and powered it on, tried restarting the ips service and it still shows failed. The ips firmware when last reviewed was still downloading.

    All the other firmware updated.

    ian

    XG115W - v19.0.1 mr-1 - Home

    1225v5 6gb ram, SSID, 4 NICs 20w - v19 EAP - on holiday.

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

  • I will try down grading the interface mtu and see if that fixes the issue.

    ian

    XG115W - v19.0.1 mr-1 - Home

    1225v5 6gb ram, SSID, 4 NICs 20w - v19 EAP - on holiday.

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

  • Can you send me the Support Access ID? 

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  • Hi,

    in a pm to you.

    ian

    XG115W - v19.0.1 mr-1 - Home

    1225v5 6gb ram, SSID, 4 NICs 20w - v19 EAP - on holiday.

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

  • Hi rfcat_vk, 

    We looked into your device, and IPS could not start because it could not allocate enough memory for buffers. The higher the MTU value, the more memory IPS requires. This explains why when you lowered the MTU value again, IPS recovered. 

    Is there a reason why you need to set a high MTU value? 

    Note: This is unrelated to the ATP update issue for IPS in the original MR1 release, and this is also not a new behaviour in v19.0 MR1. 

  • Hi Bobbylam,

    this was not an issue on my home licence XG which has 6gb of ram. The XG115W still shows spare ram when I increase the MTU settings. The IPS update fails after I change the MTU setting and works again after changing the MTU back to 1500.

    I changed the MTU because  number of the devices on that network do large data transfers and I was trying to improve performance and match the switch the devices are connected to. I built a NAS using 10Gb/s networks but the motherboard died so the networks reverted to 1gb/s.

    I will leave the MTU alone.

    Ian

    XG115W - v19.0.1 mr-1 - Home

    1225v5 6gb ram, SSID, 4 NICs 20w - v19 EAP - on holiday.

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

  • Hi Ian, 

    Yes the buffers in question are allocated by IPS on startup. When you change the MTU, we don't restart IPS to avoid any traffic disruption. However when the next IPS pattern update occurs, IPS process gets restarted as part of the update, which then tries & fails to allocate the required buffers. 

    Leaving MTU at 1500 should resolve this issue for you. 

  • Hi bobbylam,

    Thank you for the update, then there is most definitely a bug in the IPS process because it did not start when the XG was both restarted and powered off and on,

    .Ian

    XG115W - v19.0.1 mr-1 - Home

    1225v5 6gb ram, SSID, 4 NICs 20w - v19 EAP - on holiday.

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

  • That's correct. IPS process tries to allocate these buffers on startup, so if the MTU size was set to 9000 on system restart/bootup, IPS can fail to allocate enough memory thus fails to start. 

    You shouldn't have this problem if MTU is set to 1500 on system bootup. 

  • Maybe I am not making myself clear, there is a bug in the IPS software that does not allow the correct allocation of memory. The issue is temporarily fixed by using MTU 1500, but that is only a temporary fix.

    Ian

    XG115W - v19.0.1 mr-1 - Home

    1225v5 6gb ram, SSID, 4 NICs 20w - v19 EAP - on holiday.

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

Reply
  • Maybe I am not making myself clear, there is a bug in the IPS software that does not allow the correct allocation of memory. The issue is temporarily fixed by using MTU 1500, but that is only a temporary fix.

    Ian

    XG115W - v19.0.1 mr-1 - Home

    1225v5 6gb ram, SSID, 4 NICs 20w - v19 EAP - on holiday.

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

Children
  • This morning I tried a test. I changed the MTU to 1550, which immediately broke IPS.

    After a time when the IPS had not restarted, I changed the MTU back to 1500 that broke the XG which crashed and restarted with IPS running again.

    XG115W - v19.0.1 mr-1 - Home

    1225v5 6gb ram, SSID, 4 NICs 20w - v19 EAP - on holiday.

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