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RED 15w - UTM says it's down, but RED is actually up and working fine

jwalker55

At the main office, we have an SG 310 running UTM 9.402-7. I had no issue at all adding and configuring the RED 15w in standard/unified mode. Deployed it at the remote site with ease and have connectivity as expected. However, the UTM keeps showing that the RED is offline, when it's not. Power cycling the RED will get it back online for a few minutes then the UTM will report that it's offline again and it never comes back online until it's power cycled. During this time, however, the access point still shows online and all connectivity through the RED works as normal. Just seems like the UTM is mistakenly reporting it as offline.

Anyone else seen this?



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  • 0

    We have an SG 330 and a RED15w and have the same issue. Have been working with support but still no solution from support. Would be interested in knowing if you were ever able to solve this issue. 

  • 0

    I have a 15w connected with a SG105 , 9.403-4 doing the same thing.  State is up, link is down shortly after power cycle. No problem with connectivity.

  • 0

    Having the same issue. Has been going on for a few months now. Can see the in and out speeds of the connection but it always says the link is down. Worked with the internet provider to make sure nothing was blocking any ports as well. Have 4 other devices that are working perfect. It is just this one device and no matter what site i try to use it at.

  • 0 in reply to TalonAnimation

    Hi, Carolyn, Art and Talon - welcome to the UTM Community!

    These are unique complaints that we haven't heard before, so I suspect a bug, but I'd be tempted to ask Sophos to replace these units under warranty.

    Cheers - Bob

     
    Sophos UTM Community Moderator
    Sophos Certified Architect - UTM
    Sophos Certified Engineer - XG
    Gold Solution Partner since 2005
    MediaSoft, Inc. USA
  • 0

    I have this issue as well.  For me its only a problem if I have wireless protection turned on and I am bridging AP to Lan.  If you use the guest network crap that gets setup the first time you turn it on and its on a different interface then it seems to be fine.  I just wanted things to be simple so I got rid of all the guest network stuff and just attached it to the RED''s interface.  I mean it all works and the tunnel is up, but the link shows down even tho the tunnel is up.  if you power cycle it comes back  up for a minute and then goes down again.  I think it has something to do with the way the wireless and red work together.  It feels like a bug.  I can open a case if that will help get the issue resolved.

  • 0

    We already opened a case with Sophos and they replaced the unit but we still had the same issue so they said it was a bug and would have to escalate it. They sent us and RED15 and an access point in the meantime but we have a unique situation where we would have to figure out how to get a third power supply to where the device is located in order to power the access point which is why we went with the RED15W. It seems to be working fine but we have no way oh really monitoring it without it showing in the UTM. Hopefully they can find a fix for this quickly.

  • 0 in reply to BAlfson

    We have since had the RED 15w replaced with a RED 15 and AP15 mainly due to two additional problems attributed to the built-in wireless.

    In Standard/Split mode one cannot access the internet when using a wireless connection.

    The second problem was when using a Panasonic IP phone on a wired connection to the RED. The phone connects to a phone system module back at the main office. The RED connection resets periodically and drops the phone call if one is in progress. All three problems are non-existent with with the RED 15/AP15 in place.

  • 0 in reply to ArtAndreasen

    I am also have the same problem.  Has sophos got this figured out yet?  When can we expect a solution?

  • 0 in reply to DarinJahn

    We had the same problem with a RED15w and an SG210.  After 3 replacements I requested a RED15 and an AP15 instead of a 4th 15w - Sophos did it with no questions asked.  Have had zero problems after getting rid of the RED15w.  I don't think the 15w is ready for prime time, which is unfortunate, because the integrated unit is far easier to deploy remotely with non-technical people on the other end.  ;)

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