XG115 Freezing on SFOS 18.0.4 MR-4

Hi Guys,

I'm a new comer here and seeing as I cannot access the support portal at the moment (Down for maintenance) I figured I'd just ask around. since we moved over to firmware SFOS 18.0.4 MR-4 our xg115 keeps hanging and I'm not really sure where to begin to diagnose this. I'm new to Sophos products so please help a bro out? I've had loads of experience with with SonicWall products in the past so I'd say I'm fairly well versed in the world of firewalls and managed to setup this xg115 fairly easy. Does anyone know where I can start to troubleshoot this?

Thanking you in advance.

Adrian

Atomix IT Support Team

  • How old is the XG115?

    I had an XG125 that was a couple of years old and started having some lockup issues, turned out that the fans were wearing and running slow, so the unit was overheating.

    Regards

    Gavin

    Regards,

    Gavin Daniels. DipIT(Networking)

     

     
  • Hi Gav,

    I figured that would be the first place to look but the unit alas is cold to the touch and in the diagnostics you can see a sharp drop off to 0% cpu and ram as the stops functioning and whats even more strange is that only started happening after a FW update (Listed version in subject). The unit is only about 2 years old now.

    Tx

  • Hey,

    just because case is cold doesn’t mean cpu isn’t cooking. Not sure if the 115 has a cou fan. Never used anything smaller than 125. 

    if you leave it for a while 10+ minutes, does it start working again?  
    I had a 310 which would all of a sudden stop passing packets. Web interface timeout, but about 4 minutes and it went fine again. Think it was 18.0.1 firmware. Downgrade and no issues. Is now on 18.0.4 and fine. 

    There is a console command for disabling hardware acceleration. Maybe try that. 

    regards

    Regards,

    Gavin Daniels. DipIT(Networking)

     

     
  • Even though the support portal is down, you can still start a case by calling in.  If you go to support.sophos.com, go to the "for critical cases" area on the right, select your country, and call in.  Given the weird issues you are seeing, I'd start a support case on this.

    CTO, Convergent Information Security Solutions, LLC

    https://www.convergesecurity.com

    Advice given as posted on this forum does not construe a support relationship or other relationship with Convergent Information Security Solutions, LLC or its subsidiaries.  Use the advice given at your own risk.

  • You need to figure out, what the appliance is actually doing.

    Kernel Panic and reboot or actually stuck in a boot loop or only a module is dying.

    XGs have a Display port or Console port. So plugging in a monitor or a console port and "wait" until this occur. Check what is going on. 

    __________________________________________________________________________________________________________________

  • Hello Adrian,

    Thank you for contacting the Sophos Community!

    Once you have the Case ID you can upload the following logs:

    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.

    Also the output of this command:  grep 'NMI\|backtrace' /log/syslog.log and check if there is any coredump under /var/cores
    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

    Also, try connecting a Console Cable in case the issue happens again you will get more precise information.


    Regards,


     
    Emmanuel (EmmoSophos)
    Community Support Engineer | Sophos Technical Support
    Sophos Support VideosProduct Documentation  |  @SophosSupport  | Sign up for SMS Alerts
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