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SG 430 (Home Licence) Crashing/Freezing

Hi,

I have a second hand SG 430, running with a home licence. Firmware version = 9.711-5. It has been running for over a year with no issues.

However, since the beginning of May, it has crashed/frozen 3 times. (see attached picture of hardware usage - 3rd time was today). When it freezes, WebAdmin is unavailable, internet access is unavailable, VPN is unavailable, etc. Even the joystick control on the front of the SG 430 doesn't do anything. Only way to fix is to power off at the wall and then power back on.

There seems to be no regularity to the crashes. I have checked the SMART status of the hard disk, which appears to have passed.

I'm wondering how to troubleshoot this issue? Is it likely to be a hardware or software issue? I'm thinking of completely re-installing UTM software, and then restoring configuration from Back-Up. Any advice would be greatly appreciated.

Many thanks

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Top Replies

Handel078 over 2 years ago in reply to Vivek Jagad +1

Thanks - have set up. Will report back with details once it crashes again....!

Parents

0 Vivek Jagad over 2 years ago

Hello Handel078,

Thank you for reaching out to community, check the disk usage with via command line interface:
> df -kh
> and check the postgres status with the help of the command: ps -aux | grep postgres
> additionally, check the /var/logsystem.log , /var/log/kernel.log and /var/log/fallback.log

Thanks & Regards,
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0 Handel078 over 2 years ago in reply to Vivek Jagad

Hi Vivek,

Thank you for helping. It crashed again overnight. Before rebooting, the red LED light on the hard-drive indicator on the front of the box was not on or flashing, and there was no response to any commands executed directly on the console (USB keyboard and VGA screen). However, the joystick did scroll through the menus on the little LCD screen. When I selected the reboot command, it said "rebooting now..." however nothing actually occurred.

I hard rebooted via power socket, and tried your suggestions. Here are the outputs. (I'm not an expert in deciphering the logs, so any help interpreting them would be much appreciated).

Many thanks,

1. Disk Usage:

utm:/root # df -kh
Filesystem                        Size  Used Avail Use% Mounted on
/dev/sda6                         5.2G  3.2G  1.8G  65% /
udev                              7.8G   96K  7.8G   1% /dev
tmpfs                             7.8G  112K  7.8G   1% /dev/shm
/dev/sda1                         331M   16M  295M   5% /boot
/dev/sda5                          84G  2.7G   77G   4% /var/storage
/dev/sda7                         110G  2.4G  101G   3% /var/log
/dev/sda8                         4.6G  9.5M  4.3G   1% /tmp
/dev                              7.8G   96K  7.8G   1% /var/storage/chroot-clientlessvpn/dev
tmpfs                             7.8G     0  7.8G   0% /var/sec/chroot-httpd/dev/shm
/dev                              7.8G   96K  7.8G   1% /var/sec/chroot-openvpn/dev
/dev                              7.8G   96K  7.8G   1% /var/sec/chroot-ppp/dev
/dev                              7.8G   96K  7.8G   1% /var/sec/chroot-pppoe/dev
/dev                              7.8G   96K  7.8G   1% /var/sec/chroot-pptp/dev
/dev                              7.8G   96K  7.8G   1% /var/sec/chroot-pptpc/dev
/dev                              7.8G   96K  7.8G   1% /var/sec/chroot-restd/dev
tmpfs                             7.8G     0  7.8G   0% /var/storage/chroot-reverseproxy/dev/shm
/var/storage/chroot-smtp/spool     84G  2.7G   77G   4% /var/sec/chroot-httpd/var/spx/spool
/var/storage/chroot-smtp/spx       84G  2.7G   77G   4% /var/sec/chroot-httpd/var/spx/public/images/spx
tmpfs                             7.8G  157M  7.7G   2% /var/storage/chroot-http/tmp
/var/sec/chroot-afc/var/run/navl  5.2G  3.2G  1.8G  65% /var/storage/chroot-http/var/run/navl
tmpfs                             7.8G   60K  7.8G   1% /var/storage/chroot-smtp/tmp/ram
/etc/nwd.d/route                  5.2G  3.2G  1.8G  65% /var/sec/chroot-ipsec/etc/nwd.d/route

2. Postgres

utm:/root Warning: bad ps syntax, perhaps postgres  4274  0.0  0.4 2210548 81504 ? postgres  4285  0.0  0.1 2211732 17276 ? postgres  4286  0.0  0.0 2211576 14148 ? postgres  4287  0.0  0.0 2211576 4900 ? postgres  4288  0.0  0.0 2212688 2400 ? postgres  4289  0.0  0.0  26932   620 ? postgres  4290  0.0  0.0  27212  1104 ? postgres  5280  0.0  0.0 2217832 12632 ? postgres  5806  0.0  0.0 2214312 5184 ? postgres  5807  0.0  0.0 2214312 5120 ? postgres  5844  0.0  0.1 2218788 19472 ? postgres  5845  0.0  0.0 2214976 4916 ? postgres  5856  0.0  0.0 2215072 5912 ? postgres  5901  0.0  0.0 2215072 5848 ? postgres  6045  0.0  0.0 2215064 6264 ? postgres  6076  0.0  0.0 2214968 5624 ? postgres  7165  0.0  0.0 2214852 5148 ? postgres  7181  0.0  0.0 2214988 5956 ? postgres  8319  0.0  0.0 2215132 6960 ? root      8490  0.0  0.0   5672   748 pts/0

# ps -aux | grep postgres a bogus '-'? See http://procps.sf.net/faq.html S 10:45 0:00 /usr/pgsql92-64/bin/postgres -D /var/storage/pgsql92/data Ss 10:45 0:00 postgres: checkpointer process Ss 10:45 0:00 postgres: writer process Ss 10:45 0:00 postgres: wal writer process Ss 10:45 0:00 postgres: autovacuum launcher process Ss 10:45 0:00 postgres: archiver process Ss 10:45 0:00 postgres: stats collector process Ss 10:45 0:00 postgres: reporting reporting [local] idle Ss 10:45 0:00 postgres: smtp smtp [local] idle Ss 10:45 0:00 postgres: smtp smtp [local] idle Ss 10:45 0:00 postgres: reporting reporting [local] idle Ss 10:45 0:00 postgres: reporting reporting [local] idle Ss 10:45 0:00 postgres: hotspot hotspot [local] idle Ss 10:45 0:00 postgres: hotspot hotspot [local] idle Ss 10:45 0:00 postgres: smtp smtp 127.0.0.1(44532) idle Ss 10:45 0:00 postgres: smtp smtp 127.0.0.1(44535) idle Ss 10:46 0:00 postgres: sandbox sandbox [local] idle Ss 10:46 0:00 postgres: sandbox sandbox [local] idle Ss 10:50 0:00 postgres: smtp smtp 127.0.0.1(44630) idle S+ 10:52 0:00 grep postgres

3. Logs around the crash time

A) system.log (one of my WAN interfaces is a 4G connection, in the 10.179.x.x range)

2022:05:24-04:34:44 utm dhclient: DHCPREQUEST for 10.179.255.180 on eth1 to 10.179.255.181 port 67
2022:05:24-04:34:44 utm dhclient: DHCPACK of 10.179.255.180 from 10.179.255.181
2022:05:24-04:34:44 utm dhclient: bound to 10.179.255.180 -- renewal in 32 seconds.
2022:05:24-04:34:56 utm dns-resolver[4969]: No change to REF_NetDnsSmtpGmail :: smtp.gmail.com
2022:05:24-04:35:01 utm /usr/sbin/cron[1040]: (root) CMD (   /usr/local/bin/reporter/system-reporter.pl)
2022:05:24-04:35:01 utm /usr/sbin/cron[1041]: (httpproxy) CMD (/var/chroot-http/usr/bin/virus_feedback_uploader)
2022:05:24-04:35:16 utm dhclient: DHCPREQUEST for 10.179.255.180 on eth1 to 10.179.255.181 port 67
2022:05:24-04:35:16 utm dhclient: DHCPACK of 10.179.255.180 from 10.179.255.181
2022:05:24-04:35:16 utm dhclient: bound to 10.179.255.180 -- renewal in 25 seconds.
2022:05:24-04:35:41 utm dhclient: DHCPREQUEST for 10.179.255.180 on eth1 to 10.179.255.181 port 67
2022:05:24-04:35:41 utm dhclient: DHCPACK of 10.179.255.180 from 10.179.255.181
2022:05:24-04:35:41 utm dhclient: bound to 10.179.255.180 -- renewal in 25 seconds.
2022:05:24-04:35:57 utm dns-resolver[4969]: No change to REF_NetDnsAppleNtp :: time.apple.com
2022:05:24-04:36:06 utm dhclient: DHCPREQUEST for 10.179.255.180 on eth1 to 10.179.255.181 port 67
2022:05:24-04:36:06 utm dhclient: DHCPACK of 10.179.255.180 from 10.179.255.181
2022:05:24-04:36:06 utm dhclient: bound to 10.179.255.180 -- renewal in 32 seconds.
2022:05:24-04:36:38 utm dhclient: DHCPREQUEST for 10.179.255.180 on eth1 to 10.179.255.181 port 67
2022:05:24-04:36:38 utm dhclient: DHCPACK of 10.179.255.180 from 10.179.255.181
2022:05:24-04:36:39 utm dhclient: bound to 10.179.255.180 -- renewal in 31 seconds.
2022:05:24-04:36:57 utm dns-resolver[4969]: Updating REF_NetDnsSmtpGmail :: smtp.gmail.com
2022:05:24-04:37:10 utm dhclient: DHCPREQUEST for 10.179.255.180 on eth1 to 10.179.255.181 port 67
2022:05:24-04:37:10 utm dhclient: DHCPACK of 10.179.255.180 from 10.179.255.181
2022:05:24-04:37:10 utm dhclient: bound to 10.179.255.180 -- renewal in 25 seconds.
2022:05:24-10:45:28 utm syslog-ng[5342]: syslog-ng starting up; version='3.4.7'
2022:05:24-10:45:29 utm ntpd[5083]: Listen normally on 12 tun0 10.242.2.1:123
2022:05:24-10:45:29 utm ntpd[5083]: new interface(s) found: waking up resolver
2022:05:24-10:45:33 utm dns-resolver[4982]: DNS server failed to contact!
2022:05:24-10:45:33 utm dns-resolver[4982]: DNS server failed to contact!
2022:05:24-10:45:43 utm dhclient: DHCPDISCOVER on eth1 to 255.255.255.255 port 67 interval 6
2022:05:24-10:45:44 utm dhclient: DHCPOFFER of 10.179.255.180 from 10.179.255.181
2022:05:24-10:45:44 utm dhclient: DHCPREQUEST for 10.179.255.180 on eth1 to 255.255.255.255 port 67
2022:05:24-10:45:44 utm dhclient: DHCPACK of 10.179.255.180 from 10.179.255.181
2022:05:24-10:45:44 utm dhclient: bound to 10.179.255.180 -- renewal in 27 seconds.

B) kernel.log only has data from after the reboot.

C) fallback.log

2022:05:24-04:30:57 utm [daemon:info] dhcp_updown[819]:  dhcp_updown: No IPv4 address change, exiting
2022:05:24-04:31:25 utm [daemon:info] dhcp_updown[841]:  eth1 - reason:RENEW
2022:05:24-04:31:25 utm [daemon:info] dhcp_updown[841]:  dhcp_updown: No IPv4 address change, exiting
2022:05:24-04:31:52 utm [daemon:info] dhcp_updown[857]:  eth1 - reason:RENEW
2022:05:24-04:31:52 utm [daemon:info] dhcp_updown[857]:  dhcp_updown: No IPv4 address change, exiting
2022:05:24-04:32:22 utm [daemon:info] dhcp_updown[921]:  eth1 - reason:RENEW
2022:05:24-04:32:22 utm [daemon:info] dhcp_updown[921]:  dhcp_updown: No IPv4 address change, exiting
2022:05:24-04:32:50 utm [daemon:info] dhcp_updown[937]:  eth1 - reason:RENEW
2022:05:24-04:32:50 utm [daemon:info] dhcp_updown[937]:  dhcp_updown: No IPv4 address change, exiting
2022:05:24-04:33:19 utm [daemon:info] dhcp_updown[951]:  eth1 - reason:RENEW
2022:05:24-04:33:19 utm [daemon:info] dhcp_updown[951]:  dhcp_updown: No IPv4 address change, exiting
2022:05:24-04:33:48 utm [daemon:info] dhcp_updown[968]:  eth1 - reason:RENEW
2022:05:24-04:33:48 utm [daemon:info] dhcp_updown[968]:  dhcp_updown: No IPv4 address change, exiting
2022:05:24-04:34:18 utm [daemon:info] dhcp_updown[987]:  eth1 - reason:RENEW
2022:05:24-04:34:18 utm [daemon:info] dhcp_updown[987]:  dhcp_updown: No IPv4 address change, exiting
2022:05:24-04:34:44 utm [daemon:info] dhcp_updown[1004]:  eth1 - reason:RENEW
2022:05:24-04:34:44 utm [daemon:info] dhcp_updown[1004]:  dhcp_updown: No IPv4 address change, exiting
2022:05:24-04:35:16 utm [daemon:info] dhcp_updown[1115]:  eth1 - reason:RENEW
2022:05:24-04:35:16 utm [daemon:info] dhcp_updown[1115]:  dhcp_updown: No IPv4 address change, exiting
2022:05:24-04:35:41 utm [daemon:info] dhcp_updown[1131]:  eth1 - reason:RENEW
2022:05:24-04:35:41 utm [daemon:info] dhcp_updown[1131]:  dhcp_updown: No IPv4 address change, exiting
2022:05:24-04:36:06 utm [daemon:info] dhcp_updown[1158]:  eth1 - reason:RENEW
2022:05:24-04:36:06 utm [daemon:info] dhcp_updown[1158]:  dhcp_updown: No IPv4 address change, exiting
2022:05:24-04:36:39 utm [daemon:info] dhcp_updown[1178]:  eth1 - reason:RENEW
2022:05:24-04:36:39 utm [daemon:info] dhcp_updown[1178]:  dhcp_updown: No IPv4 address change, exiting
2022:05:24-04:37:10 utm [daemon:info] dhcp_updown[1208]:  eth1 - reason:RENEW
2022:05:24-04:37:10 utm [daemon:info] dhcp_updown[1208]:  dhcp_updown: No IPv4 address change, exiting
2022:05:24-10:45:34 utm [daemon:info] irqd[3749]:  received SIGTERM
2022:05:24-10:45:34 utm [daemon:info] irqd[6302]:  getting interface notifications
2022:05:24-10:45:34 utm [daemon:info] irqd[6302]:  lo loopback <loopback,up,running,lowerup> group 0 
2022:05:24-10:45:34 utm [daemon:info] irqd[6302]:  RPS enabled, XPS enabled
2022:05:24-10:45:34 utm [daemon:info] irqd[6302]:  lo: detected 1 queue(s), 'network' cpuset
2022:05:24-10:45:34 utm [daemon:info] irqd[6302]:  lo:0: affinity irq=0x3 rps/xps=0x3
2022:05:24-10:45:34 utm [daemon:info] irqd[6302]:  lo: up

0 Vivek Jagad over 2 years ago in reply to Handel078

Any will be fine, either you do it with ssh or serial cable...

Thanks & Regards,
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Vivek Jagad | Team Lead, Technical Support, Global Customer Experience

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0 Handel078 over 2 years ago in reply to Vivek Jagad

Thanks - have set up. Will report back with details once it crashes again....!
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0 Handel078 over 2 years ago in reply to Vivek Jagad

Okay, so it has crashed again. at around 16:26. Having rebooted, I've been back to look at the atop log. This has only saved output until 16:15 and seems to show normal activity. (See image 1).

(Image 1)

However, I was also running atop "live" on a putty session which seemed to show (although at the wrong time!!!??) syslog-ng at 100% CPU. See (images 2 & 3)

(Image 2)

(Image 3)

Does this help in diagnosing the problem? Many thanks
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0 Vivek Jagad over 2 years ago in reply to Handel078

Thank you for the update, could you please provide us an output of:
# version

Thanks & Regards,
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0 Handel078 over 2 years ago in reply to Vivek Jagad

Current software version...: 9.711005

Hardware type..............: 430r1

Serial number..............: XXXXXXXXXXXXXXXX

Installation image.........: 9.705-3.1

Installation type..........: ssi

Installed pattern version..: 208791

Downloaded pattern version.: 208791

Up2Dates applied...........: 7 (see below)

   sys-9.705-9.705-3.7.1.tgz (May 25 2021)

   sys-9.705-9.706-7.9.2.tgz (Jun 25 2021)

   sys-9.706-9.707-9.5.1.tgz (Jul 31 2021)

   sys-9.707-9.708-5.6.1.tgz (Feb 24 11:30)

   sys-9.708-9.709-6.3.1.tgz (Feb 26 20:23)

   sys-9.709-9.710-3.1.1.tgz (Apr 22 16:34)

   sys-9.710-9.711-1.5.1.tgz (May 10 04:00)

Up2Dates available.........: 0

Factory resets.............: 0

Timewarps detected.........: 4
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0 Vivek Jagad over 2 years ago in reply to Handel078

Also check if there are coredumps for this freeze instance occurred so far:
># ls -ll /var/storage/cores

Thanks & Regards,
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0 Handel078 over 2 years ago in reply to Vivek Jagad

This is the output from that...

utm:/root # ls -ll /var/storage/cores

total 44268

-rw-r--r-- 1 root root 45330432 Jun 25 2021 confd.plx.18185
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0 Vivek Jagad over 2 years ago in reply to Handel078

There are no coredumps either. What are the modules/ services you are using on the current home edition ?

Thanks & Regards,
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0 Handel078 over 2 years ago in reply to Vivek Jagad

Currently using: (as per current system config on dashboard)

Firewall, Intrusion Prevention, Web Filtering, Application Control, Remote Access, AntiVirus & AntiSpyware.
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0 Vivek Jagad over 2 years ago in reply to Handel078

Check for any hardware errors: cat /var/log/*.log | grep I/O

we can also try re-building the database or re-image the appliance: https://support.sophos.com/support/s/article/KB-000034331?language=en_US

Thanks & Regards,
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0 Vivek Jagad over 2 years ago in reply to Handel078

Check for any hardware errors: cat /var/log/*.log | grep I/O

we can also try re-building the database or re-image the appliance: https://support.sophos.com/support/s/article/KB-000034331?language=en_US

Thanks & Regards,
_______________________________________________________________

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0 Handel078 over 2 years ago in reply to Vivek Jagad

Output from that is:

utm:/root # cat /var/log/*.log | grep I/O
2022:05:24-10:44:51 utm kernel: [    0.409016] 00:09: ttyS0 at I/O 0x3f8 (irq = 4, base_baud = 115200) is a 16550A
2022:05:24-10:44:51 utm kernel: [    0.429808] 00:0a: ttyS1 at I/O 0x2f8 (irq = 3, base_baud = 115200) is a 16550A
2022:05:24-16:32:55 utm kernel: [    0.409257] 00:09: ttyS0 at I/O 0x3f8 (irq = 4, base_baud = 115200) is a 16550A
2022:05:24-16:32:55 utm kernel: [    0.430051] 00:0a: ttyS1 at I/O 0x2f8 (irq = 3, base_baud = 115200) is a 16550A
2022:05:24-10:45:28 utm snort[4512]: Packet I/O Totals:
2022:05:24-10:45:28 utm snort[4511]: Packet I/O Totals:
2022:05:24-16:33:32 utm snort[4545]: Packet I/O Totals:
2022:05:24-16:33:32 utm snort[4546]: Packet I/O Totals:

0 Handel078 over 2 years ago in reply to Handel078

What to you think is best, re-building database or a whole re-image?
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0 Vivek Jagad over 2 years ago in reply to Handel078

With the re-build of the database you'll loose logging and reporting for today.
Where as with the re-image you'll loose the complete logging & reporting part [it's like formatting and installing it again]

*Note: In both the scenarios take a backup of the appliance.

Thanks & Regards,
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0 Handel078 over 2 years ago in reply to Vivek Jagad

I understand that - I have daily backups going back a while stored offline. How would you re-build the database? worth trying before completely re-imaging.
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0 Vivek Jagad over 2 years ago in reply to Handel078

You can PM [private message] me, will let you know the steps.

Thanks & Regards,
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Vivek Jagad | Team Lead, Technical Support, Global Customer Experience

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0 Handel078 over 2 years ago in reply to Vivek Jagad

Just to update - have rebuilt the database, which was successful. So far no crashes yet. However, sometimes it was days/weeks between crashes so we will have wait to see if this is a permanent solution...! Will update if it crashes again.
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0 Vivek Jagad over 2 years ago in reply to Handel078

Hello Handel078,

I am glad that the database re-build was a success, now continue to monitor the status and if does not occur again as often it was, guess then the issue has been resolved. Or else last option would be to re-image the appliance.

Thanks & Regards,
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0 Handel078 over 2 years ago in reply to Vivek Jagad

So SG430 has crashed - AGAIN!!! Going to go for the complete re-image, and then restore configuration from backup.
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0 Vivek Jagad over 2 years ago in reply to Handel078

Yup, that would be the next plan of action...

Thanks & Regards,
_______________________________________________________________

Vivek Jagad | Team Lead, Technical Support, Global Customer Experience

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0 Handel078 over 2 years ago in reply to Vivek Jagad

Okay so after complete re-image and restoration from backup, the SG430 is still crashing. So, back to square one...!

Might it be a hardware issue - if so what's the best way to troubleshoot this?
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