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Backup Restore is not applied on an XGS 3300

I have an XGS 3300, SW 19.5.3 with a problem, so I backed up the settings and am trying to restore it on another XGS 3300, SW 19.5.4.

Apparently the restoration happens without problems, it goes from 1 to 100% without errors, then the equipment restarts, but nothing has changed in the settings.

I've already tried with three different backup files, but the result is the same.

Any idea ?



Edited TAGs
[edited by: Erick Jan at 2:22 AM (GMT -7) on 20 May 2024]
Parents
  • 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.

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  • 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.

Children
  • 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,


     
    Emmanuel (EmmoSophos)
    Technical Team Lead, Global Community Support
    Sophos Support VideosProduct Documentation  |  @SophosSupport  | Sign up for SMS Alerts
    If a post solves your question use the 'Verify Answer' link.
  • 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,


     
    Emmanuel (EmmoSophos)
    Technical Team Lead, Global Community Support
    Sophos Support VideosProduct Documentation  |  @SophosSupport  | Sign up for SMS Alerts
    If a post solves your question use the 'Verify Answer' link.
  • 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.

  • Hello Ivanildo,

    Thank you for the update.

    Regards,


     
    Emmanuel (EmmoSophos)
    Technical Team Lead, Global Community Support
    Sophos Support VideosProduct Documentation  |  @SophosSupport  | Sign up for SMS Alerts
    If a post solves your question use the 'Verify Answer' link.
  • I carried out several tests last night and this morning, these were the steps.

    1. I tried the restore process again, with a backup file from last week, it didn't work;

    2. I re-imaged the equipment, with firmware 19.5.3, which until now is the same version as the backup files on the other equipment that is in production, it didn't work;

    3. I manually uploaded the firmware version 20.0 to the equipment and booted it, I retrieved a backup from another XGS 3300 located in another location, with this firmware version (20.0), it worked perfectly, it was at the same time connected to the equipment via cable console and noticed that the equipment did not restart, but restored the backup.

    4. So I booted the device again with firmware 19.5.3, tried to recover backup files from January, it didn't work. I noticed that, unlike the restoration that worked, in this one, as soon as I ordered the restoration, the equipment restarted, I was connected via the console port, via putty, to observe, but the restoration process remains on the web console counting the percentage, until it reaches at 100%, which is when the equipment has finished restarting, but nothing has been restored. I tried 2 more times with different files and the behavior was the same.

    5. Once again I did the re image, tried to restore a backup from 01/05, without success, so I collected the logs (postgress, applog, system, csc and up2date) and sent them to support for analysis.

    I believe the problem is with the source equipment, something must be corrupt, preventing the backup file from being exported correctly. I tried to export the settings in XML format, but it doesn't work either, I click and nothing happens, the XML is not generated.