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AP10 after Update to 9.407-3 broken

ex-cạthedra

Hello,

 

the sophos-software quality seams a little bit buggy. After update to 9.407-3  a AP10 is broken and inactive. 2 AP30 are still alive.

The recovery tool from Sophos Ltd also not working. Error: "could not change network interface settings"

It seams the AP10 is broken

 

best regards



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  • Hi Michel,

    Always restore the backup from previous version after upgrading firmware. Sometimes the update pokes minor configs from the previous version. Any luck with that?

    If that doesn't help,  post the wireless.log for AP10.

    Thanks

    Sachin Gurung
    Team Lead | Sophos Technical Support
    Knowledge Base  |  @SophosSupport  |  Video tutorials
    Remember to like a post.  If a post (on a question thread) solves your question use the 'This helped me' link.

  • in reply to sachingurung

    Hi,

    >Always restore the backup from previous version after upgrading firmware.

    You kidding me :-) I never heard about this. Is this a inofficial advice or offical? :-)

    The AP10 NIC seams dead. No link LED and it gets also no IP from the DHCP Server.

    The Logs:

    RED15w:1 AP5:1 AP30:axg9400_wifi-745ce15-4d51006 AP100C:axg9400_wifi-cb61259-4d51006 AP100X:axg9400_wifi-cb61259-4d51006 AP50:axg9400_wifi-745ce15-4d51006 AP55:axg9400_wifi-cb61259-4d51006 AP15:axg9400_wifi-cb61259-4d51006 AP100:axg9400_wifi-cb61259-4d51006
    2016:10:05-03:05:32 mail-2 awed[7902]: [MASTER] start processing configuration change
    2016:10:05-03:05:34 mail-2 awed[7902]: [MASTER] AP A4000xxxxxxxxxx: Local metadata updated
    2016:10:05-03:05:34 mail-2 awed[7902]: [MASTER] AP A4000xxxxxxxxxx: Configuration change detected
    2016:10:05-03:05:34 mail-2 awed[7902]: [MASTER] AP A4000xxxxxxxxxx: Local metadata updated
    2016:10:05-03:05:34 mail-2 awed[7902]: [MASTER] AP A4000xxxxxxxxxx: Configuration change detected
    2016:10:05-03:05:34 mail-2 awed[7902]: [MASTER] AP A4000xxxxxxxxxx: Local metadata updated
    2016:10:05-03:05:34 mail-2 awed[7902]: [MASTER] AP A4000xxxxxxxxxx: Configuration change detected
    2016:10:05-03:05:34 mail-2 awed[7902]: [MASTER] end processing configuration change
    2016:10:05-03:05:36 mail-2 awed[7902]: [MASTER] new connection from 192.168.130.143:55389
    2016:10:05-03:05:36 mail-2 awed[7902]: [MASTER] new connection from 192.168.130.110:38793
    2016:10:05-03:05:36 mail-2 awed[8391]: [A4000xxxxxxxxx] AP10 from 192.168.130.110:38793 identified as A4000xxxxxxxxx
    2016:10:05-03:05:36 mail-2 awed[8389]: [A400xxxxxxxxx] AP30 from 192.168.130.143:55389 identified as A400xxxxxxxxx
    2016:10:05-03:05:36 mail-2 awed[8391]: [A4000xxxxxxxxx] (Re-)loaded identity and/or configuration
    2016:10:05-03:05:36 mail-2 awed[8389]: [A400xxxxxxxxx] (Re-)loaded identity and/or configuration
    2016:10:05-03:05:38 mail-2 awed[7902]: [MASTER] new connection from 192.168.130.144:49061
    2016:10:05-03:05:38 mail-2 awed[8404]: [A4000xxxxxxxxx] AP30 from 192.168.130.144:49061 identified as A4000xxxxxxxxx
    2016:10:05-03:05:38 mail-2 awed[8404]: [A4000xxxxxxxxx] (Re-)loaded identity and/or configuration
    2016:10:05-03:05:40 mail-2 awed[8391]: [A4000xxxxxxxxx] sent firmware /etc/wireless/firmware/AP10.uimage to device, releasing connection.
    2016:10:05-03:05:41 mail-2 awed[8404]: [A4000xxxxxxxxx] sent firmware /etc/wireless/firmware/AP30.uimage to device, releasing connection.
    2016:10:05-03:05:50 mail-2 awed[7902]: [MASTER] new connection from 192.168.130.143:55390
    2016:10:05-03:05:50 mail-2 awed[8389]: [A400xxxxxxxxx] ll_read: short read or connection error: Connection reset by peer
    2016:10:05-03:05:50 mail-2 awed[8389]: [A400xxxxxxxxx] disconnected. Close socket and kill process.
    2016:10:05-03:05:51 mail-2 awed[8560]: [A400xxxxxxxxx] AP30 from 192.168.130.143:55390 identified as A400xxxxxxxxx
    2016:10:05-03:05:51 mail-2 awed[8560]: [A400xxxxxxxxx] (Re-)loaded identity and/or configuration
    2016:10:05-03:05:54 mail-2 awed[8560]: [A400xxxxxxxxx] sent firmware /etc/wireless/firmware/AP30.uimage to device, releasing connection.
    2016:10:05-03:06:14 192.168.130.110 hostapd: wlan1: STA 7c:2f:80:6d:64:d6 WPA: group key handshake completed (RSN)
    2016:10:05-03:07:17 mail-2 awed[7902]: [MASTER] new connection from 192.168.130.144:44877
    2016:10:05-03:07:17 mail-2 awed[8748]: [A4000xxxxxxxxx] AP30 from 192.168.130.144:44877 identified as A4000xxxxxxxxx
    2016:10:05-03:07:17 mail-2 awed[8748]: [A4000xxxxxxxxx] (Re-)loaded identity and/or configuration
    2016:10:05-03:07:32 mail-2 awed[7902]: [MASTER] new connection from 192.168.130.143:34330
    2016:10:05-03:07:32 mail-2 awed[8761]: [A400xxxxxxxxx] AP30 from 192.168.130.143:34330 identified as A400xxxxxxxxx
    2016:10:05-03:07:32 mail-2 awed[8761]: [A400xxxxxxxxx] (Re-)loaded identity and/or configuration
    2016:10:05-03:07:51 mail-2 awed[7902]: [MASTER] start processing configuration change
    2016:10:05-03:07:52 mail-2 awed[7902]: [MASTER] end processing configuration change
    2016:10:05-03:15:50 192.168.130.143 aweclient[716]: aweclient.c (2452) Exit from main loop.
    2016:10:05-03:15:50 192.168.130.143 aweclient[716]: aweclient.c (2466) Error in getting new configuration. Reconnecting (1)
    2016:10:05-03:15:50 192.168.130.143 aweclient[716]: aweclient.c (277) Failed to connect to 0.0.0.0.
    2016:10:05-03:15:50 192.168.130.143 aweclient[716]: facility_awed.c (196) Read error on socket: 146
    2016:10:05-03:15:50 192.168.130.143 aweclient[716]: aweclient.c (277) Failed to connect to 1.2.3.4.
    2016:10:05-03:15:50 192.168.130.143 aweclient[716]: aweclient.c (2356) Wait for 15 seconds before retry to connect.
    2016:10:05-03:15:52 192.168.130.144 aweclient[716]: aweclient.c (2452) Exit from main loop.
    2016:10:05-03:15:52 192.168.130.144 aweclient[716]: aweclient.c (2466) Error in getting new configuration. Reconnecting (1)
    2016:10:05-03:15:52 192.168.130.144 aweclient[716]: aweclient.c (277) Failed to connect to 0.0.0.0.
    2016:10:05-03:15:52 192.168.130.144 aweclient[716]: facility_awed.c (196) Read error on socket: 146
    2016:10:05-03:15:52 192.168.130.144 aweclient[716]: aweclient.c (277) Failed to connect to 1.2.3.4.
    2016:10:05-03:15:52 192.168.130.144 aweclient[716]: aweclient.c (2356) Wait for 15 seconds before retry to connect.
    2016:10:05-03:15:53 mail-2 awed[7902]: [MASTER] start processing configuration change
    2016:10:05-03:15:54 mail-2 awed[7902]: [MASTER] end processing configuration change

     

    Meanwhile I got the Info over a RMA of the AP10.

    best regards

    Michael

  • in reply to ex-cạthedra

    Hi Michael,

    Consider it as an unofficial one [;)] I have came across some posts where backup restore did the trick. So I follow this practice and suggest a restore.

    2016:10:05-03:05:50 mail-2 awed[8389]: [A400xxxxxxxxx] ll_read: short read or connection error: Connection reset by peer
    2016:10:05-03:05:50 mail-2 awed[8389]: [A400xxxxxxxxx] disconnected. Close socket and kill process.

    Is that logs for AP10?  And are you getting the AP10 RMA?

    Thanks

    Sachin Gurung
    Team Lead | Sophos Technical Support
    Knowledge Base  |  @SophosSupport  |  Video tutorials
    Remember to like a post.  If a post (on a question thread) solves your question use the 'This helped me' link.

  • in reply to sachingurung

    I see here appears my "clearname" - I guess I changed this in the past. I have to correct this for futher communications or I delete my account - one moment please. This Board Software is a bit horrible.

  • in reply to ex-cạthedra
    Hi - back here with new name and new Sophos-WLAN-problems I got a new AP10 from a RMA case. Now the AP10 is since 30min "inactive" and will not got online. To logs says: 2016:10:10-14:22:18 mail-1 awed[8286]: [MASTER] new connection from 192.168.130.110:3656 2016:10:10-14:22:18 mail-1 awed[32656]: [A400x] AP10 from 192.168.130.110:3656 identified as A400x 2016:10:10-14:22:18 mail-1 awed[32656]: [A400x] (Re-)loaded identity and/or configuration 2016:10:10-14:22:19 mail-1 awed[32656]: [A400x] ll_read: short read or connection error: 2016:10:10-14:22:19 mail-1 awed[32656]: [A400x] disconnected. Close socket and kill process. What ist now broken? Does the AP10 do a Firmwareupdate a longer time? It seams AP10 runs on Android :-) If I ping the AP10 then ping ist working 15 sec, then he ist offline 30 sec then 15sec ping is working again. I fixed the MAC-Adresse in our Windows DHCP because of monitoring. And yes - please make configure a fixed IP via Web-Interface.
Reply
  • in reply to ex-cạthedra
    Hi - back here with new name and new Sophos-WLAN-problems I got a new AP10 from a RMA case. Now the AP10 is since 30min "inactive" and will not got online. To logs says: 2016:10:10-14:22:18 mail-1 awed[8286]: [MASTER] new connection from 192.168.130.110:3656 2016:10:10-14:22:18 mail-1 awed[32656]: [A400x] AP10 from 192.168.130.110:3656 identified as A400x 2016:10:10-14:22:18 mail-1 awed[32656]: [A400x] (Re-)loaded identity and/or configuration 2016:10:10-14:22:19 mail-1 awed[32656]: [A400x] ll_read: short read or connection error: 2016:10:10-14:22:19 mail-1 awed[32656]: [A400x] disconnected. Close socket and kill process. What ist now broken? Does the AP10 do a Firmwareupdate a longer time? It seams AP10 runs on Android :-) If I ping the AP10 then ping ist working 15 sec, then he ist offline 30 sec then 15sec ping is working again. I fixed the MAC-Adresse in our Windows DHCP because of monitoring. And yes - please make configure a fixed IP via Web-Interface.
Children
  • in reply to ex-cạthedra

    You might need to open a ticket with Sophos Support.  Please share their solution.

    Cheers - Bob

     
    Sophos UTM Community Moderator
    Sophos Certified Architect - UTM
    Sophos Certified Engineer - XG
    Gold Solution Partner since 2005
    MediaSoft, Inc. USA
  • in reply to BAlfson
    The Sophos Support would not help us - because our support-level. I contacted our reseller - after some time they said the lates FW Updates was a piece of s.... and they open a ticket by sophos ltd. I guess he said the FW-level on the AP was wrong and he installed the UTM on a virtual machine so the AP gets the right Firmware.... this will cost us some money and time. AP ist working now. If I could easy change the sophos UTMs I would think about to use other products - but dont know - if they also have problems with software quality.
  • in reply to ex-cạthedra

    In general, it takes a day or so to get Sophos Support involved, so I always suggest getting a ticket started on something that's a surprise - one can always close the ticket as some as Support has contacted you.  In general, your reseller, if talented, is the right one to get a ticket open for you.

    Cheers - Bob

     
    Sophos UTM Community Moderator
    Sophos Certified Architect - UTM
    Sophos Certified Engineer - XG
    Gold Solution Partner since 2005
    MediaSoft, Inc. USA
  • in reply to BAlfson
    I tried to open a case to Sophos via mysophos Portal. They (Sophos Technical Support (germany) ) refused to open a case - because we are not a premium-customer. Thank you. But I successfully opened a first case (they send a second AP10) Then our Distributor want to play a little with the AP10. They play, AP10 seams to work. But now we have (the configuration was not changed) on 30% of WLAN devices disconnections on that AP10: awelogger[1795]: id="4105" severity="info" sys="System" sub="WiFi" name="STA WPA failure" ssid="xxx" ssid_id="WLAN3.0" bssid="xxx" sta="xxx" reason_code="2" blablabla The Distributor sends a invoice of 275€! For that price I could buy an AP55 and burning this rotten AP10. The distributor says the Sophos Firmware was mad an makes the AP10 broken. Does the Sophos Ltd buy this invoice because of their rotten Firmware? Now I will burn the AP10 and bought the AP15 and pray to london, that the AP15 will work.
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