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XGS2300 (SFOS 18.5.0 GA-Build264)

Giorgos Vavourakis

We have sophos hardware firewall [XGS2300 (SFOS 18.5.0 GA-Build264)] and afrter firmware upgrade we get this message: 

" Can’t detect the network processing unit or the related ports. The firewall started in fail-safe mode and is inoperable."

I tried to reinstall firmware OS using this HW-19.5.3_MR-3-652.iso but i get message:

"Error: NPU was not found on PCI BUS"

Is there any way to resolve this?



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  • 0

    Hello there,

    Thank you for contacting the Sophos Community.

    If you follow the steps below what is the output of the last command?

    Access Sophos Firewall via SSH or console cable.
    Select Device Console and press Enter.
    Run the command show failure-reason and press Enter.
    If affected, you should see the following message:
    failsafe> show failure-reason

    Open a Case with support with the output of the last command, as most likely your device needs to be RMA.

    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.
Reply
  • 0

    Hello there,

    Thank you for contacting the Sophos Community.

    If you follow the steps below what is the output of the last command?

    Access Sophos Firewall via SSH or console cable.
    Select Device Console and press Enter.
    Run the command show failure-reason and press Enter.
    If affected, you should see the following message:
    failsafe> show failure-reason

    Open a Case with support with the output of the last command, as most likely your device needs to be RMA.

    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.
Children
  • 0 in reply to emmosophos

    Hello, 

    Thanks for the reply, 

    I access Sophos Firewall via console cable and selected "4. Device Console" and run the command show failure-reason but I got the messge:

    " % Error: Unknown Parameter 'failure-reason' "

    Then I selected "5. Device Management" and then "3. Advanced Shell" and run the command "showfw npu_failure_reason"

    And I got the following message:

    XGS2300_RL01_SFOS 18.5.0 GA-Build264# showfw npu_failure_reason
    showfw: read in diskinfo fresh install failed
    : Success
    read device: Can't read disk signature
    XGS2300_RL01_SFOS 18.5.0 GA-Build264#

    Is this ok to open a case for RMA?

     

  • 0 in reply to Giorgos Vavourakis

    Hi Giorgos Vavourakis,

    Thank you for reaching out to Sophos Community.

    I would recommend creating a case ID for Sophos Support first to further check this. Also, kindly share the case ID here. 

    Erick Jan
    Community Support Engineer | Sophos Technical Support
    Sophos Support Videos | Product Documentation  |  @SophosSupport  | Sign up for SMS Alerts
    If a post solves your question use the 'Verify Answer' link.

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