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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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Jeff Co over 3 years ago in reply to LuCar Toni +1 suggested

Ok Sophos support called me yesterday (finally!) and only to find out that this model XG115W has a known issue and the 2nd support was more knowledgeable of this product. He said that the previous tech…

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0 LuCar Toni over 3 years ago

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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0 Jeff Co over 3 years ago in reply to LuCar Toni

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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0 LuCar Toni over 3 years ago in reply to Jeff Co

You should get a display to this device. Because the power LED etc could be on but the appliance could hang in a Boot loop or something like that.

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0 Jeff Co over 3 years ago in reply to LuCar Toni

Quick question, does the Sophos XG firewall reboots after an AV definition upgrade? I checked the last 5 days of event logs and all shows the same pattern of after an AV definition upgrade, then the logs stops there
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0 emmosophos over 3 years ago in reply to Jeff Co

Hello Jef,

No, it doesn't reboot!

Regards,

Emmanuel (EmmoSophos)

Technical Team Lead, Global Community Support
Sophos Support Videos | Product Documentation | @SophosSupport | Sign up for SMS Alerts
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0 emmosophos over 3 years ago in reply to Jeff Co

Hello Jef,

No, it doesn't reboot!

Regards,

Emmanuel (EmmoSophos)

Technical Team Lead, Global Community Support
Sophos Support Videos | Product Documentation | @SophosSupport | Sign up for SMS Alerts
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