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XG330 with Firmware Version SFOS 18.0.3 MR-3 rebooting randomly with intervals of a couple of houres

Hi Everyone,

Our XG330 with Firmware Version SFOS 18.0.3 MR-3 rebooting randomly with intervals of a couple of hours. I have raised the request with the Sophos team and provided all the necessary logs to them and now they said they will investigate it provide an update by the 20th Nov which almost a week away. We are facing this issue for the past three days and our entire production is down.

we are getting below error. Is anyone aware of the temporary workaround then please advise? I have already checked firewall-acceleration is disabled.

BUG: unable to handle kernel paging request at fffffffffffffff8



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  • Hello Ranjeet,

    Thank you for contacting the Sophos Community!

    If you have a case open with Support could you please share the Case ID with me, so I can follow-up, if you haven't please open one and share the Case ID with me.

    Can you please submit the following files:

    csc.log, applog.log, syslog.log, msync.log and networkd.log
    If possible, memory and CPU graph and all this detail with exact date and time when issue observed.

    If you have any log under /var/cores, please submit the output of the command.

    Also the output of this command:  grep 'NMI\|backtrace' /log/syslog.log

    Additionally please run the following command, to disable Firewall-Acceleration and monitor if the issue happens again.

    console> system firewall-acceleration disable

    To see if the Firewall Acceleration is enabled, please run

    console> system firewall-acceleration show

    Regards,


     
    Emmanuel (EmmoSophos)
    Technical Team Lead, Global Community Support
    Sophos Support VideosProduct Documentation  |  @SophosSupport  | Sign up for SMS Alerts
    If a post solves your question use the 'Verify Answer' link.
  • Sophos case id: 03329471

    Development reference number: NC-64917

    firewall-acceleration is already disabled

    I already shared all the necessary logs with the support team hope you can find it from the case number.

    Request you to please ask the development team to expedite it because our entire production is down for the last 5-6 days.

  • I can understand your pain mate... we are in the same boat.

  • Sophos should at least provide some workaround until they release the patch.

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