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News about offical Power up behaviour SG330

seroal

Hi!

Because I don´t know if Sophos will inform their customers about this fact, I want to tell the community about my experience with SG330 Hardware and strange power up behaviour after a shutdown. I was wondering, that the hardware couldn´t be powered up directly after a shutdown. I found out, that this behaviour is reproducable. To power up the appliance again after a shutdown, you will need to turn the power switch to OFF for at least 25 sec. After that you will be able to power on the machine again, if you simply turn the switch OFF and ON shortly after each other then the machine will not power on.

Because this behaviour is not normal, I created a rma and received two new appliances. But the same problem here! So I told sophos to check their hardware and they finally told me, "yes it´s a reproducable behaviour and that this is the normal behaviour".....

I also tested power loss/power return and a restart, this both scenarios works fine, no problems.

I spent a lot of time with this bug and want to save some of your time...... It may be even apply to different hardware, but at this moment i can´t tell because this is the first time I recognized it....

BR

Sebastian



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  • I can confirm that this behavior is reproducable also on SG230 devices (and probably all others in 2xx + series), if you gracefully shutdown unit using GUI or SSH.
    I've first noticed that behavior at a customer site after firmware installation while the unit was still on the table, and before rack mounting.
  • in reply to vilic

    Same here with SG230, Firmware 9.404-5. I almost crapped my pants this early morning.

    Any news about a fix?

  • in reply to LeonardoCurcuruto

    Hi Leonardo,

    this is a hardware based "problem" and I don´t know, if Sophos did care about it, I would say no. I told them about the issue, and mentioned, that this is very unusual. They could also reproduce it. Here´s the official statement, that I got from the support team:

    "Tatsächlich hat sich herrausgestellt, dass dieses verhalten normal ist.Aufgrund der elektronischen Bauteile ist es anscheinend nicht möglich, diese Verzögerung abzuschalten."

    They say: "In fact, this is a normal behaviour. Because of the electronic components it SEEMS to be impossible to fix the delay between the power off and the power on"

    I asked them, if they will create a knowledgebase article or any information about that. I said, you will get tickets, because the users don´t know this behaviour, because it´s not normal and you don´t find anything about it in the documentation or somewhere else... But in many cases, they have a certain resistance against providing fundamental documentation to their products and learning from their faults.. Thats my opinion about that.

    Regards

    Sebastian

  • in reply to seroal

    Thank you very much for sharing your experience! It's a shame and not examplary at all how Sophos is dealing with such customer feedbacks! :(

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