New Sophos Support Phone Numbers in Effect July 1st, 2023

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Not able to upload firmware and upgrade firmware on Sophos XG SFVH

Amaranath Savarimuthu

I had deployed the sophos xg SFOS 19.0.0 GA-Build317 on vmware and its working fine The problem is I am not able upload the firmware to upgrade / if click download firmware on GUI nothing happens. I can see the disk utilization not a issue. 

/resized-image/__size/446x446/__key/communityserver-discussions-components-files/126/pastedimage1679505641579v1.png

when click download, nothing happens, I am trying almost for one week and same result if I download and upload it manually. 

then the screen stays here. 

the firmware checksum is matching, tried from different browser, restarted sohpos. no luck.

any idea how to fix? 



Edited TAGs
[edited by: emmosophos at 4:26 PM (GMT -7) on 23 Mar 2023]
  • 0

    Hello  ,

    Thank you for reaching out to the community, On the CLI, select option 5. Device Management, then option 3. Advanced Shell. Then change to the log directory using the command cd /log. Can you share the migration.log >> cat migration.log !

    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

    Likely you are affected by a Problem with your disk.

    Check on advanced Shell df -h   if your /var/ partition is only 3.7G 

    __________________________________________________________________________________________________________________

  • 0 in reply to Vivek Jagad

    Fullscreen 5074.migration.log Download 
    SFVH_VM01_SFOS 19.0.2 MR-2-Build472# cat migration.log
2023-03-22 19:00:55.669 GMT starting old version corporate db
Starting conf database
338 2023-03-22 19:00:55.945 GMTLOG:  could not connect socket for statistics collector: Network is unreachable
338 2023-03-22 19:00:55.945 GMTLOG:  disabling statistics collector for lack of working socket
340 2023-03-22 19:00:55.946 GMTLOG:  database system was shut down at 2023-03-22 19:00:35 GMT
338 2023-03-22 19:00:55.946 GMTLOG:  database system is ready to accept connections
2023-03-22 19:00:57.866 GMT
2023-03-22 19:00:57.884 GMT : Database started after 0 seconds
DROP SCHEMA
UPDATE 3
Stopping database
338 2023-03-22 19:00:58.719 GMTLOG:  received fast shutdown request
338 2023-03-22 19:00:58.719 GMTLOG:  aborting any active transactions
341 2023-03-22 19:00:58.719 GMTLOG:  shutting down
341 2023-03-22 19:00:58.726 GMTLOG:  database system is shut down
2023-03-22 19:00:58.733 GMT : Database stopped after 0 seconds
/sdisk/oldpgconfdump.sql is created
Starting conf database
376 2023-03-22 19:00:59.591 GMTLOG:  could not connect socket for statistics collector: Network is unreachable
376 2023-03-22 19:00:59.591 GMTLOG:  disabling statistics collector for lack of working socket
378 2023-03-22 19:00:59.592 GMTLOG:  database system was shut down at 2023-01-06 23:17:07 GMT
376 2023-03-22 19:00:59.592 GMTLOG:  database system is ready to accept connections
2023-03-22 19:01:01.586 GMT
2023-03-22 19:01:01.586 GMT : Database started after 0 seconds
DROP SCHEMA config CASCADE
DROP SCHEMA
DROP SCHEMA public CASCADE
DROP SCHEMA
DROP PROCEDURAL LANGUAGE plpgsql
390 2023-03-22 19:01:01.964 GMTERROR:  cannot drop language plpgsql because extension plpgsql requires it
390 2023-03-22 19:01:01.964 GMTHINT:  You can drop extension plpgsql instead.
390 2023-03-22 19:01:01.964 GMTSTATEMENT:  DROP PROCEDURAL LANGUAGE plpgsql
ERROR:  cannot drop language plpgsql because extension plpgsql requires it
HINT:  You can drop extension plpgsql instead.
CREATE SCHEMA public
CREATE SCHEMA
psql:/sdisk/oldpgconfdump.sql:19198: WARNING:  column "senderemail" has type "unknown"
DETAIL:  Proceeding with relation creation anyway.
psql:/sdisk/oldpgconfdump.sql:19198: WARNING:  column "receipientemail" has type "unknown"
DETAIL:  Proceeding with relation creation anyway.
 setval
--------
    160
(1 row)

 setval
--------
      1
(1 row)

 setval
--------
      1
(1 row)

 setval
--------
      1
(1 row)

 setval
--------
      1
(1 row)

 setval
--------
      1
(1 row)

 setval
--------
     92
(1 row)

 setval
--------
      1
(1 row)

379 2023-03-22 19:01:02.801 GMTLOG:  checkpoints are occurring too frequently (3 seconds apart)
379 2023-03-22 19:01:02.801 GMTHINT:  Consider increasing the configuration parameter "checkpoint_segments".
Stopping database
376 2023-03-22 19:01:03.797 GMTLOG:  received fast shutdown request
376 2023-03-22 19:01:03.797 GMTLOG:  aborting any active transactions
379 2023-03-22 19:01:03.860 GMTLOG:  shutting down
379 2023-03-22 19:01:03.888 GMTLOG:  database system is shut down
2023-03-22 19:01:04.832 GMT : Database stopped after 1 seconds
old conf to new conf migrated with return value :: 0
2023-03-22 19:01:04.874 GMT starting migration log
Starting conf database
438 2023-03-22 19:01:04.909 GMTLOG:  could not connect socket for statistics collector: Network is unreachable
438 2023-03-22 19:01:04.909 GMTLOG:  disabling statistics collector for lack of working socket
440 2023-03-22 19:01:04.909 GMTLOG:  database system was shut down at 2023-03-22 19:01:03 GMT
438 2023-03-22 19:01:04.910 GMTLOG:  database system is ready to accept connections
2023-03-22 19:01:06.908 GMT
2023-03-22 19:01:06.910 GMT : Database started after 0 seconds
INSERT 0 0
INSERT 0 0
INSERT 0 0
INSERT 0 0
INSERT 0 0
INSERT 0 0
INSERT 0 0
INSERT 0 0
INSERT 0 0
INSERT 0 0
INSERT 0 0
INSERT 0 0
INSERT 0 0
UPDATE 1
INSERT 0 1
UPDATE 1
nvram_get failed with -16
Old version is 19.003 and currentversion is 19.007
Database is upgrading to dbv19.004
Check migration for version dbv19.004
Applying migration for version dbv19.004
 updatecustomcaptiveportalhtml
-------------------------------

(1 row)

Database is upgrading to dbv19.005
Check migration for version dbv19.005
Applying migration for version dbv19.005
Database is upgrading to dbv19.006
Check migration for version dbv19.006
Applying migration for version dbv19.006
Database is upgrading to dbv19.007
Check migration for version dbv19.007
Applying migration for version dbv19.007
 add_bulk_action_bulk_marker
-----------------------------

(1 row)

 updatecustomcaptiveportalhtml
-------------------------------

(1 row)

No of firewall rules with idp policy: 1
sh: Protection###L0014009665###0001-01-01###2999-12-31###Eval: unknown operand
UPDATE 1
1537 :send_data_to_listener: write error  'Network is unreachable'
Cleaned up nasm directories using mv/rm
 create_pguser
---------------

(1 row)

 create_default_snat_rule
--------------------------

(1 row)

UPDATE 1
nvram_get failed with -16
Wizard restore =  and initial setup value = 0
Stopping database
438 2023-03-22 19:01:09.364 GMTLOG:  received fast shutdown request
438 2023-03-22 19:01:09.364 GMTLOG:  aborting any active transactions
441 2023-03-22 19:01:09.364 GMTLOG:  shutting down
441 2023-03-22 19:01:09.404 GMTLOG:  database system is shut down
2023-03-22 19:01:09.410 GMT : Database stopped after 0 seconds
applymigration.sh exited with 0
Doing /conf/certificate/cacerts/
WARNING: Skipping expired Certificate E_Tugra_Certification_Authority.pem
WARNING: Skipping expired Certificate POSTarCA.pem
2023-03-22 19:01:11.648 GMT: Before mountconf unmount
SFVH_VM01_SFOS 19.0.2 MR-2-Build472#
SFVH_VM01_SFOS 19.0.2 MR-2-Build472#
SFVH_VM01_SFOS 19.0.2 MR-2-Build472# cat migration.log >> cat migration.log
SFVH_VM01_SFOS 19.0.2 MR-2-Build472# migration.log >> cat migration.log
/bin/sh: migration.log: not found
SFVH_VM01_SFOS 19.0.2 MR-2-Build472# clear
SFVH_VM01_SFOS 19.0.2 MR-2-Build472# cat migration.log
2023-03-22 19:00:55.669 GMT starting old version corporate db
Starting conf database
338 2023-03-22 19:00:55.945 GMTLOG:  could not connect socket for statistics collector: Network is unreachable
338 2023-03-22 19:00:55.945 GMTLOG:  disabling statistics collector for lack of working socket
340 2023-03-22 19:00:55.946 GMTLOG:  database system was shut down at 2023-03-22 19:00:35 GMT
338 2023-03-22 19:00:55.946 GMTLOG:  database system is ready to accept connections
2023-03-22 19:00:57.866 GMT
2023-03-22 19:00:57.884 GMT : Database started after 0 seconds
DROP SCHEMA
UPDATE 3
Stopping database
338 2023-03-22 19:00:58.719 GMTLOG:  received fast shutdown request
338 2023-03-22 19:00:58.719 GMTLOG:  aborting any active transactions
341 2023-03-22 19:00:58.719 GMTLOG:  shutting down
341 2023-03-22 19:00:58.726 GMTLOG:  database system is shut down
2023-03-22 19:00:58.733 GMT : Database stopped after 0 seconds
/sdisk/oldpgconfdump.sql is created
Starting conf database
376 2023-03-22 19:00:59.591 GMTLOG:  could not connect socket for statistics collector: Network is unreachable
376 2023-03-22 19:00:59.591 GMTLOG:  disabling statistics collector for lack of working socket
378 2023-03-22 19:00:59.592 GMTLOG:  database system was shut down at 2023-01-06 23:17:07 GMT
376 2023-03-22 19:00:59.592 GMTLOG:  database system is ready to accept connections
2023-03-22 19:01:01.586 GMT
2023-03-22 19:01:01.586 GMT : Database started after 0 seconds
DROP SCHEMA config CASCADE
DROP SCHEMA
DROP SCHEMA public CASCADE
DROP SCHEMA
DROP PROCEDURAL LANGUAGE plpgsql
390 2023-03-22 19:01:01.964 GMTERROR:  cannot drop language plpgsql because extension plpgsql requires it
390 2023-03-22 19:01:01.964 GMTHINT:  You can drop extension plpgsql instead.
390 2023-03-22 19:01:01.964 GMTSTATEMENT:  DROP PROCEDURAL LANGUAGE plpgsql
ERROR:  cannot drop language plpgsql because extension plpgsql requires it
HINT:  You can drop extension plpgsql instead.
CREATE SCHEMA public
CREATE SCHEMA
psql:/sdisk/oldpgconfdump.sql:19198: WARNING:  column "senderemail" has type "unknown"
DETAIL:  Proceeding with relation creation anyway.
psql:/sdisk/oldpgconfdump.sql:19198: WARNING:  column "receipientemail" has type "unknown"
DETAIL:  Proceeding with relation creation anyway.
 setval
--------
    160
(1 row)

 setval
--------
      1
(1 row)

 setval
--------
      1
(1 row)

 setval
--------
      1
(1 row)

 setval
--------
      1
(1 row)

 setval
--------
      1
(1 row)

 setval
--------
     92
(1 row)

 setval
--------
      1
(1 row)

379 2023-03-22 19:01:02.801 GMTLOG:  checkpoints are occurring too frequently (3 seconds apart)
379 2023-03-22 19:01:02.801 GMTHINT:  Consider increasing the configuration parameter "checkpoint_segments".
Stopping database
376 2023-03-22 19:01:03.797 GMTLOG:  received fast shutdown request
376 2023-03-22 19:01:03.797 GMTLOG:  aborting any active transactions
379 2023-03-22 19:01:03.860 GMTLOG:  shutting down
379 2023-03-22 19:01:03.888 GMTLOG:  database system is shut down
2023-03-22 19:01:04.832 GMT : Database stopped after 1 seconds
old conf to new conf migrated with return value :: 0
2023-03-22 19:01:04.874 GMT starting migration log
Starting conf database
438 2023-03-22 19:01:04.909 GMTLOG:  could not connect socket for statistics collector: Network is unreachable
438 2023-03-22 19:01:04.909 GMTLOG:  disabling statistics collector for lack of working socket
440 2023-03-22 19:01:04.909 GMTLOG:  database system was shut down at 2023-03-22 19:01:03 GMT
438 2023-03-22 19:01:04.910 GMTLOG:  database system is ready to accept connections
2023-03-22 19:01:06.908 GMT
2023-03-22 19:01:06.910 GMT : Database started after 0 seconds
INSERT 0 0
INSERT 0 0
INSERT 0 0
INSERT 0 0
INSERT 0 0
INSERT 0 0
INSERT 0 0
INSERT 0 0
INSERT 0 0
INSERT 0 0
INSERT 0 0
INSERT 0 0
INSERT 0 0
UPDATE 1
INSERT 0 1
UPDATE 1
nvram_get failed with -16
Old version is 19.003 and currentversion is 19.007
Database is upgrading to dbv19.004
Check migration for version dbv19.004
Applying migration for version dbv19.004
 updatecustomcaptiveportalhtml
-------------------------------

(1 row)

Database is upgrading to dbv19.005
Check migration for version dbv19.005
Applying migration for version dbv19.005
Database is upgrading to dbv19.006
Check migration for version dbv19.006
Applying migration for version dbv19.006
Database is upgrading to dbv19.007
Check migration for version dbv19.007
Applying migration for version dbv19.007
 add_bulk_action_bulk_marker
-----------------------------

(1 row)

 updatecustomcaptiveportalhtml
-------------------------------

(1 row)

No of firewall rules with idp policy: 1
sh: Protection###L0014009665###0001-01-01###2999-12-31###Eval: unknown operand
UPDATE 1
1537 :send_data_to_listener: write error  'Network is unreachable'
Cleaned up nasm directories using mv/rm
 create_pguser
---------------

(1 row)

 create_default_snat_rule
--------------------------

(1 row)

UPDATE 1
nvram_get failed with -16
Wizard restore =  and initial setup value = 0
Stopping database
438 2023-03-22 19:01:09.364 GMTLOG:  received fast shutdown request
438 2023-03-22 19:01:09.364 GMTLOG:  aborting any active transactions
441 2023-03-22 19:01:09.364 GMTLOG:  shutting down
441 2023-03-22 19:01:09.404 GMTLOG:  database system is shut down
2023-03-22 19:01:09.410 GMT : Database stopped after 0 seconds
applymigration.sh exited with 0
Doing /conf/certificate/cacerts/
WARNING: Skipping expired Certificate E_Tugra_Certification_Authority.pem
WARNING: Skipping expired Certificate POSTarCA.pem
2023-03-22 19:01:11.648 GMT: Before mountconf unmount
SFVH_VM01_SFOS 19.0.2 MR-2-Build472#

SFVH_VM01_SFOS 19.0.2 MR-2-Build472# pwd
/log
SFVH_VM01_SFOS 19.0.2 MR-2-Build472# df -hT
Filesystem           Type            Size      Used Available Use% Mounted on
none                 aufs          594.3M      1.3M    549.6M   0% /
none                 aufs            1.9G     20.0K      1.9G   0% /dev
none                 tmpfs           1.9G     33.6M      1.9G   2% /tmp
none                 tmpfs           1.9G     14.6M      1.9G   1% /dev/shm
/dev/boot            ext4          126.2M     32.9M     90.6M  27% /boot
/dev/mapper/mountconf
                     ext4          558.1M     69.7M    484.4M  13% /conf
/dev/content         ext4           11.8G    427.2M     11.4G   4% /content
/dev/var             ext4            3.7G      3.4G    294.3M  92% /var

  • 0 in reply to LuCar Toni

    yes, how to expend the disk on Sophos? I am using VMware ESXi. 


    SFVH_VM01_SFOS 19.0.2 MR-2-Build472# df -hT
    Filesystem Type Size Used Available Use% Mounted on
    none aufs 594.3M 1.3M 549.6M 0% /
    none aufs 1.9G 20.0K 1.9G 0% /dev
    none tmpfs 1.9G 33.6M 1.9G 2% /tmp
    none tmpfs 1.9G 14.6M 1.9G 1% /dev/shm
    /dev/boot ext4 126.2M 32.9M 90.6M 27% /boot
    /dev/mapper/mountconf
    ext4 558.1M 69.7M 484.4M 13% /conf
    /dev/content ext4 11.8G 427.2M 11.4G 4% /content
    /dev/var ext4 3.7G 3.4G 294.3M 92% /var

  • 0 in reply to Amaranath Savarimuthu

    Hi   Below is the old thread for reference: community.sophos.com/.../503607 You may check the solution or suggestion given there to fix the issue.

    If those steps are not possible to follow then Please log a support case and share the case ID here with us for reference and you may ask a support team to take the case further to apply a workaround. 

    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.

  • 0 in reply to Vishal_R

    I already gone through the thread, but I just want to check instead installing v19.0 MR1 we shall install latest version VI-19.5.1 MR-1? then restore from the backup? 

  • 0 in reply to Amaranath Savarimuthu

    Hi   Yes it is fine as in V19.5.x series firmware V19.5 GA onwards all subsequent firmware in the same series is covering up the fix for this issue.

    Reference : ://docs.sophos.com/releasenotes/index.html?productGroupID=nsg&productID=xg&versionID=19.5


    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.

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