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ERROR TO OPEN HOTSPOT PAGE ON USER PORTAL

Antonio Ferreira1

Hello experts, in my Sophos UTM v. 9.705-3, I have had definied hotspot configuration and added some users in Wireless Protection -> Hotspot -> Administrative Users, so they can manage vouchers. However today when ALL of these users where open Users Portal, the option "Hotspot" just does not open to generate vouchers. I got to UTM -> Wireless Protection -> Hotspot -> Live Log and got the following error:

2021:05:11-08:32:32 fwa01-2 hotspotd[9282]: Failed to connect to database: could not connect to server: Connection refused

Already restarted Hotspot service but the error persists.

Some help please.



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  • FormerMember
    0 FormerMember

    Hi ,

    Thank you for reaching out to the Community! 

    Have you noticed any database errors in system logs? or core dumps on your firewall? 

    Provide the output of the following commands: 

    ps aux | grep postgres

    cd /var/storage/cores

    ls -larth

    Thanks,

  • 0 in reply to FormerMember

    Hi H_Patel and thank you for the reply, bellow the output of the commands that you ask:

    ps aux | grep postgres

    <M> fwa01:/home/login # ps aux | grep postgres
    postgres 4286 0.0 0.1 14520 9492 ? Ss May06 0:15 /usr/local/bin/repctl
    root 7820 0.0 0.0 5672 748 pts/0 S+ 07:48 0:00 grep postgres
    <M> fwa01:/home/login #

    <M> fwa01:/home/login # cd /var/storage/cores
    <M> fwa01:/var/storage/cores # ls -larth
    total 2.3G
    drwxr-xr-x 14 root root 4.0K Aug 18 2015 ..
    -rw-r--r-- 1 root root 55M Oct 29 2017 confd.plx.9088
    -rw-r--r-- 1 root root 4.1M Oct 23 2018 net.13279
    -rw-r--r-- 1 root root 4.1M Oct 23 2018 net.14431
    -rw-r--r-- 1 root root 89M Oct 23 2018 confd.plx.23446
    -rw-r--r-- 1 root root 1.1G May 29 2019 httpproxy.EpollWorker_26.6289
    -rw-r--r-- 1 root root 3.5M Jul 3 2019 httpd.1486
    -rw-r--r-- 1 root root 3.5M Jul 3 2019 httpd.2309
    -rw-r--r-- 1 root root 3.5M Jul 4 2019 httpd.26455
    -rw-r--r-- 1 root root 3.5M Jul 4 2019 httpd.26749
    -rw-r--r-- 1 root root 3.5M Jul 5 2019 httpd.14807
    -rw-r--r-- 1 root root 129M Dec 6 2019 named.5505
    -rw-r--r-- 1 root root 78M Jan 23 2020 urid.5841
    -rw-r--r-- 1 root root 625M Jan 23 2020 httpproxy.MemdCli.6096
    -rw-r--r-- 1 root root 263M Nov 6 2020 mdw.plx.4549
    -rw-r--r-- 1 root root 2.5M May 6 08:54 argos.7157
    -rw-r--r-- 1 root root 2.5M May 6 08:55 argos.7358
    -rw-r--r-- 1 root root 2.5M May 6 08:55 argos.7396
    -rw-r--r-- 1 root root 2.5M May 6 08:56 argos.7428
    -rw-r--r-- 1 root root 2.5M May 6 08:56 argos.7457
    drwx------ 2 root root 4.0K May 6 08:56 .
    <M> fwa01:/var/storage/cores #

    I'll apreciate any help.

  • FormerMember
    0 FormerMember in reply to Antonio Ferreira1

    Hi ,

    Thanks for the reply. It seems the issue is related to the database. The command "ps aux | grep postgres" should print more detailed information related to the other services as well as the hotspot. 

    Try to restart the firewall, and if that doesn't resolve the issue, please open a support case for further investigation at support.sophos.com. 

    Thanks,

  • 0 in reply to FormerMember

    thanks, I had needed to open a support case in Sophos to handle this problem. Still awayting for response.

  • FormerMember
    0 FormerMember in reply to Antonio Ferreira1

    Hi ,

    Would it be possible for you to share the support case number with me via a personal message? 

    Thanks,

  • 0 in reply to FormerMember

    Hi, I received a response from Sohpos related to my case, they say to me to do a system rebuilding. So, it seams to me that the problem is related to the firmware update.

  • 0 in reply to FormerMember

    Good day, the problem was solved! The only thing that I did was upgraded UTM Firmware version to the new one (v. 9.705-7). So that say to me that the old version was deployed with problem. Hello Sophos don't do that! Please pay attention to your tests when deploying new firmware version.

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