Backup Restore is not applied on an XGS 3300

Hi,

Thank you for reaching out to Sophos Community.

I recommend checking the CSC.log/applog to further investigate, which might assist us in determining the issue. If no logs are found, kindly reach out to Sophos Support to create a case.

For reference, kindly see Log File Details.

On addition with what Erick Jan said, please share the migration.log too, and for better assistance also request you to log a service request, so that we can help expedite the resolution...

There are many events recorded at CSC.log and Migration.log, I will not know how to interpret.

I will open a support ticket with Sophos.

Thank you for the tips.

Sophos support asked to perform a reimage on the new device with version 19.5.3, which is the same version as the device where I made the backup.

But there are no conditions, the equipment is a little far away, I'm working remotely, it's new equipment, it arrived last week.

Hi,

Thank you for the update; kindly share the case ID so we can monitor the following case. Thank you. 

Ok, follow - 07361178

So far, no solution from Sophos. Just the recommendation to perform a re-image, but I refuse to believe that this is the solution, after all the equipment is new, just taken out of the box.

The fact is: I tested the recovery of 4 backup files, from different dates, none of them worked, the equipment apparently carries out the entire procedure, without error, but after the reboot, nothing changed, the equipment continues with the initial settings.

Hello there,

Thank you for the feedback.

Have you checked the information in the following logs:

Postgress, applog, system, csc and up2date?

Have you tried restoring it on v20, rather than v19.4?

Regards,

I believe you might have deleted your last comment.

I also wanted to let you know that we have contacted a LATAM manager internally, who will contact you about your support concerns.

Not sure if, with your timeline, you could wait for Support to get the logs, as we want to bring this case to GES/DEV so that they can investigate; if your client is still willing to wait, please enable Support Access in your Firewall and share the Access ID, along with the time/date of the last time you try to install the backup. 

Regards,

The person responsible for LATAM support called me a little while ago.

Tonight I will pick up the XGS 3300 equipment from the client and take it to my laboratory, there I will carry out all the suggested steps and report it to support.