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upgrade sophos xg 430 rev 1 with SFOS 17.5.14 MR-14-1 to SFOS 18.0.3 MR-3 failed

hakim BOUALEM 
We have a sophos xg 430 rev 1 appliance with version SFOS 17.5.14 MR-14-1 the appliance offers me to update the appliance but 
when it is applied the appliance reboots and remains with the same version (SFOS 17.5.14 MR-14-1).

I searched in log and I did not find anything.

Knowing that this update is applicable according to
 docs.sophos.com/.../rn_UpgradeInformation.html

Thinks


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  • 0

    Hello Hakim,

    Thank you for contacting the Sophos Community!

    Are you running this on HA?

    Do you find any error under:

    # /log/migration.log

    regards,

     
    Emmanuel (EmmoSophos)
    Technical Team Lead, Global Community Support
    Sophos Support Videos | Product Documentation  |  @SophosSupport  | Sign up for SMS Alerts
    If a post solves your question use the 'Verify Answer' link.
  • 0

    hello,

    thank you for your reply
there is no error in /log/migration.log 
    regards,
  • 0 in reply to hakim BOUALEM 
    when the update is applied I see these errors on my screen using the console cable
    and at the end the appliance restart with the old firmware SFOS 17.5.14 MR-14-1


    Starting 18_0_3_457.
    FIRMWARE LOADER (press <enter> to display list of images)
    MD5 of /tmp/v18installer/18_0_3_457=3ef9908d9eb7af756bc43bd2660f928c
    MD5 of /tmp/v18SFLoader/SFLoader=7c9573e74d0ffc20a454ee8d5ecb4336
    Taking backup of v17 Bootloader... v17 Bootloader backup Done
    Setting Disk signatures for v18 for single disk... Setting Disk signatures for v18 Done
    Appliance is switching/upgrading to v18 again
    Trying to read Boot partition offset from NVRAM...
    Boot partition offset not present in NVRAM, Creating required partitions and resizing signature partition.
    Checking signature partition and correcting errors if any...



    MA
    [   13.168510] ata3.00: cmd c8/00:08:00:c4:d3/00:00:00:00:00/e0 tag 27 dma 4096 in
    [   13.168510]          res 51/40:08:00:c4:d3/00:00:00:00:00/e0 Emask 0x9 (media error)
    [   13.213679] ata3.00: status: { DRDY ERR }
    [   13.225744] ata3.00: error: { UNC }
    [   13.262767] ata3.00: exception Emask 0x0 SAct 0x0 SErr 0x0 action 0x0
    [   13.282116] ata3.00: irq_stat 0x40000001
    [   13.293915] ata3.00: failed command: READ DMA
    [   13.307021] ata3.00: cmd c8/00:08:00:c4:d3/00:00:00:00:00/e0 tag 14 dma 4096 in
    [   13.307021]          res 51/40:08:00:c4:d3/00:00:00:00:00/e0 Emask 0x9 (media error)
    [   13.352182] ata3.00: status: { DRDY ERR }
    [   13.364242] ata3.00: error: { UNC }
    [   13.402760] ata3.00: exception Emask 0x0 SAct 0x0 SErr 0x0 action 0x0
    [   13.422102] ata3.00: irq_stat 0x40000001
    [   13.433901] ata3.00: failed command: READ DMA
    [   13.447005] ata3.00: cmd c8/00:08:00:c4:d3/00:00:00:00:00/e0 tag 5 dma 4096 in
  • 0 in reply to hakim BOUALEM

    Hello Hakim,

    Thank you for the logs.

    I think you would need to RMA the device, please open a ticket with Support. 

    When doing this please submit the log you showed me and the output of these commands:

    # grep "ata1" syslog.log.0 | grep -e "error\|fail" | head

    # grep "Command line: auto BOOT_IMAGE" syslog.log.0 | tail -n5

    # hdparm -i /dev/sda

    I think you might be affected by NC-61506

    Please share with me the Case ID once you open it!

    Regards,

     
    Emmanuel (EmmoSophos)
    Technical Team Lead, Global Community Support
    Sophos Support Videos | Product Documentation  |  @SophosSupport  | Sign up for SMS Alerts
    If a post solves your question use the 'Verify Answer' link.
  • 0 in reply to emmosophos

    This is interesting, I've had two XG's that have failed to update to v18 but from earlier versions of v17. They both, however, updated to 17.5.14 without a problem (which was the solution offered from Sophos Support). They are remote so it's not possible to see the console output - what's NC-61506?

    Regards

  • 0 in reply to carbon15

    Hello Carbon15,

    Yes, the issue is not from 17 to 17 upgrades at least for this, but from 17.5 to 18. 

    That is a known issue tracker. 

    Regards,

     
    Emmanuel (EmmoSophos)
    Technical Team Lead, Global Community Support
    Sophos Support Videos | Product Documentation  |  @SophosSupport  | Sign up for SMS Alerts
    If a post solves your question use the 'Verify Answer' link.
  • 0 in reply to emmosophos

    Hello all,

    just a note I did the same operation with an XG 430 rev 2 and it worked well, so i think that there
    is a problem with the sectors of the hard drive of the appliance
    I will open a support request and I will share the proposed solution.

    Thinks

  • 0 in reply to emmosophos

    Is there a better description of NC-61506 and what's the remediation for that issue? if there is such a problem when we might have it with two XG's, Sophos Support didn't mention this when I raised the upgrade problem with them either, just go to MR14 as it was "more stable".

  • 0 in reply to carbon15

    Hello carbon15,

    If you were upgrading from 17 to 17 then the issue might be different, if you were upgrading from v17 to v18, then probably the issue is related to NC-61506. 

    Regards,

     
    Emmanuel (EmmoSophos)
    Technical Team Lead, Global Community Support
    Sophos Support Videos | Product Documentation  |  @SophosSupport  | Sign up for SMS Alerts
    If a post solves your question use the 'Verify Answer' link.
  • 0 in reply to emmosophos

    I'll try one more time - Is there a better description of NC-61506 and what's the remediation for that issue? I'd like to know if we might have this issue and how it is fixed. These two XG's faliing to update to v18 were raised in a call and this bug wasn't mentioned.

    Regards

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