Huawei 3372 LTE stick not working in SFOS 20.0.2 MR-2-Build378

Hi All,

We confirm we are seeing this issue too, its taken us a little to narrow it down and confirm our suspicions. 

We have been using Huawei E3772 sticks configured to present as 12D1:1506 or 12D1:14FE for many years across our fleet of XG (various Gen's) and XGS (Gen 1) units.

We recently started to upgrade some customers through the V20 MR's and some to 20.0.2 and in that process, we believed we lost access to the dongles on upgrade so paused our rollout.

We had a XGS108 arrive today, and it confirmed our suspicions straight out of the box.

XGS108 arrived with SFOS 20.0.1 MR-1-Build342
We connected our stick and it worked
Upgraded to 20.0.2 MR-2-Build378 and it failed.
We also upgraded to SFOS 21, and it is still failed.

We now have this confirmed this on an XGS87, XGS116 and XGS108.

We have an order open with out disti for 50 XGS, but have it on hold until this issues resolved.  Our experience with the SOPHOS modules have been disappointing for both reception and SOPHOS support (our mobile carriers not listed as supported, so they just close the cases!), so we don’t particularly want to transition to the 5G modules as our dongles have been very reliable to date.

I haven’t yet logged it with support, but will do so on Monday.

Hi All,

We confirm we are seeing this issue too, its taken us a little to narrow it down and confirm our suspicions. 

We have been using Huawei E3772 sticks configured to present as 12D1:1506 or 12D1:14FE for many years across our fleet of XG (various Gen's) and XGS (Gen 1) units.

We recently started to upgrade some customers through the V20 MR's and some to 20.0.2 and in that process, we believed we lost access to the dongles on upgrade so paused our rollout.

We had a XGS108 arrive today, and it confirmed our suspicions straight out of the box.

XGS108 arrived with SFOS 20.0.1 MR-1-Build342
We connected our stick and it worked
Upgraded to 20.0.2 MR-2-Build378 and it failed.
We also upgraded to SFOS 21, and it is still failed.

We now have this confirmed this on an XGS87, XGS116 and XGS108.

We have an order open with out disti for 50 XGS, but have it on hold until this issues resolved.  Our experience with the SOPHOS modules have been disappointing for both reception and SOPHOS support (our mobile carriers not listed as supported, so they just close the cases!), so we don’t particularly want to transition to the 5G modules as our dongles have been very reliable to date.

I haven’t yet logged it with support, but will do so on Monday.

Hello Andrew,

We regret to hear about your experience and thank you for your patience towards this. Once you have opened a support case, kindly share the caseID so we can track progress on our end. Also brought your concern within our team.

Again, many thanks for your time and patience and thank you for choosing Sophos. 

Regards,

Hello there,

Adding to what Raphael has mentioned when opening the case, please mention NC-142427, as it looks like you’re being affected by this.

DEV would need to confirm if you’re affected by NC-142427, but if that is the case, DEV is currently testing a fix.

Regards,

Case Number: 01993009

I've also logged the issue (case# NC-142427) as its affecting half a dozen or so customers running XGS125 and XG126.

Below is an excerpt from the reply received from Sophos support today.

"The issues with ... not working with SFOS 20.0.2 is still being investigated by our DEV team and on the process of testing a fix.

To get the latest updates for this issue, you may reach out to Sophos Support by referring to the case or checking the updates in the Sophos Community(this post specifically)
 

• Will the issue be fixed in the next release of SFOS?
  • For now, we cannot confirm if the issue will be fixed in the next release of SFOS. To check if any issues are resolved on a specific SFOS version, you can refer to the Sophos Release Notes page (Sophos release notes)"

With the impact to customers in either a) knocking out their internet connection failover, or b) running out-of-date firmware to retain it, you'd think Sophos will get it resolved next release.

Maybe be even create a hot fix outside of a planned MR update.

Ian

Our case was escalated to the GES 2 days ago, expecting an update today.

Update just in: The issue of WWAN not working after upgrading to v20.0 MR-2 is being discussed with the development team with the reference number below. It seems like a known issue based on the logs and development team is already working on it.
 

Your issue has been escalated to our development team with the above reference number. Issues are prioritised based on severity and customer impact. We will discuss your case with development and provide preliminary analysis and next steps by Nov 13, 2024.

We've just had a patch applied to one of our devices with success, so it looks like there might be a fix on the way for this.  I haven't asked yet how it will be mass deployed...

That's great! Good news. Hopefully, it will be available soon.

"Current plans are to include this fix as part of 21.0MR1 and release the fix by Q1 2025."