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)
    Community Support Engineer | Sophos Technical Support
    Sophos Support VideosProduct Documentation  |  @SophosSupport  | Sign up for SMS Alerts
    If a post solves your question use the 'Verify Answer' link.
  • Hello Emmanuel,

    We are also facing hte same issue, XG330 - Standalone, 3 year old device. was working fine till SFOS17.5.9. upgraded it to SFOS18.0.1 and firewall started rebooting intermittently every few hours. Raised case with Support, had device on console, upgraded to SFOS 18.0.3-MR3, done Disk Analysis , Memory Test still no luck.  We had a spare XG330 - we were planning to go for HA - with SFOS18, replaced it and in stand alone mode, it is also r4estarting.

    Firewall Accelration is disabled on both devices. had PSMON logged and support team didn't find anything. 

    I feel there is some bug in the SFOS that is making firewall restart especially XG330, We have XG 106 /115 and a 230 installed in our envirnment all those are working fine without any issue (fingers crossed).

    The case is still open with Support Team.

  • Hello Ajay,

    Thank you for reaching out!

    Could you please share the Case ID with me.

    Regards,


     
    Emmanuel (EmmoSophos)
    Community Support Engineer | Sophos Technical Support
    Sophos Support VideosProduct Documentation  |  @SophosSupport  | Sign up for SMS Alerts
    If a post solves your question use the 'Verify Answer' link.
  • Hello Emmanuel,

    Case ID: 03237950

  • Hello Ajay,

    Thank you for the Case ID.

    Seems like the L2 engineer has asked you to connect a Serial Cable to get some output, in case the device reboots again, if this happens.

    Regards,


     
    Emmanuel (EmmoSophos)
    Community Support Engineer | Sophos Technical Support
    Sophos Support VideosProduct Documentation  |  @SophosSupport  | Sign up for SMS Alerts
    If a post solves your question use the 'Verify Answer' link.
  • Yes he had asked me to connect Serial Cable, the device reboot again and I've submitted the serial logs awaiting response from the Engineer.

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