HA flop on manual firmware upgrade to 19.5

In case of Standalone - Faulty - Could you please use the device USB cable (mini USB) and check the status of the second appliance? 

support.sophos.com/.../KB-000035769

In case of Standalone - Faulty - Could you please use the device USB cable (mini USB) and check the status of the second appliance? 

support.sophos.com/.../KB-000035769

Hello David,

Would it be possible to share access ID of the appliance?

We tried to recreate similar issue in local environment. We need to cross check few findings from the logs in your setup to narrow down suspected area further.

Regards,

Sanket Shah

The firewalls turns off the ha module when i was upgrading to 19.5... i've installed the update individually then redo the HA.

I've opened a support case and Sophos following it... now i got 3 cluster that went on this state after upgrading it to 19.5...

Hello David,

Would it be possible to share support case id?

Also, as requested earlier, please share appliance access id so that development team can have a look at the appliance more closely and see if something can be find out from the logs.

Are all 3 clusters using XGS136 model or different?

Regards,

Sanket Shah

Hi, sophos support is investigating the issue

Sure, I will let Support team to coordinate with you.

Regards,

Sanket Shah

David, 

Can you please let us know the support case ID? 

Hi case is 05958593... they tell me to reimage the applicance (Node2)... but i have like 3 customers that has this problems on ha... while working well... one firewall goes off and seems to reboot duplicated with the same network settings as the first one so the ip overlaps

Would you be able to share the support access ID to 1 of the clusters that's experiencing the issue? Engineering can take a look, perhaps we can find a different solution.  

5343792f-bdb9-336d-8826-398fb1569dac@eu2.apu.sophos.com

Hi David, 

We're not able to log into this access ID, has it expired already? If so, can you please re-enable it again?