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intermittent firewall connection

Hi,

We recently deployed a brand new Sophos XG115W with the latest firmware SFOS 18.0.3 MR-3 but for some reason everyday the customer has to reboot the firewall and connection will be restored. I checked the events and nothing shows up except the attached screen capture

Sophos support really slow in responding and not a good impact for a new sophos admin like me. This is the first time our team decides to use Sophos for Customers.

Thanks

Jeff



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  • Do you have a Display at hand, which the customer can plug in before rebooting the appliance? 

    So we can better understand, why the appliance hangs. 

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  • No, the thing is prior to rebooting the device, it still has power/lights on it. FYI, it happened again this morning and they had to reboot to restore the connection. What's frustrating is, this community responds faster than the support/tickets. 

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