Firewall XG-115w not reachable per LAN, WAN and WLAN

Question

Dear Forum, 
 i have a very big Problem with the Firewall XG-115W, SFOS 18.0.4 MR-4. 
 After a view hours, the firewall is not reachable through LAN, WAN and WLAN. The Firewall is not answering to ping, the WLAN Network is not shown in the WLAN Network List of my Computer. 
 The Lamps on the Network Connection is light continuously. The blue activity lamp of the Firewall is permanently off in this Situation. 
 Just a hard reset, power off an on, will function. 
 Sophos Support just sends my a new Firewall via RMA. But both Firewalls have the same problem. 
 I just set the Firewall to factory default and install my backup. I have changed the power Supply. 
 I have checked the Log-Files, but I found nothing to localize the Problem. 
 What else I can do? Have andybody any Idea? 
 Please excuse my English 
 Christian

emmosophos · Answer

Hello Christian, 
 Thank you for contacting the Sophos Community. 
 Could you share the Case ID you open with support? 
 Since this is the second time it is happening, you would need to open a new case, when opening the new case please share the following: 
 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. 
 To run this commands you need to access the Advanced Shell of the XG using Putty and pressing 5 > 3 
 
 less applog.log | grep "Tainted" grep "NMI" syslog.log grep "pkt_vma_close+0xc" -B20 syslog.log | grep -E "stuck|spin_lock" | wc -l grep "pkt_vma_close+0xa" -B20 syslog.log | grep -E "stuck|spin_lock" | tail -12 
 
 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 
 
 Additionally to this, you&rsquo;ll need a direct console/serial connection to the device. 
 Note: Be sure that the computer in question does not go into Standby or Hibernate while logging. 
 Using PuTTY, go to 'Session' - 'Logging.' Here, select "All session output', and set the file name to a folder and name for later retrieval. Configure the Serial connection to use the proper COM port on your PC and a Speed of 38400. Start the session, and log in to ensure it is all proper. Once logged in, you can leave it there or log out and leave the session at the password prompt. Either way, leave the session active and allow it to capture the output from the next reboot. Once that reboot occurs, you can end the Serial connection and provide the logs to support further investigation. 
 Also, can you share the S/N Prefix of your current XG device, only the first letter, and first 5 numbers. 
 Regards,

Firewall XG-115w not reachable per LAN, WAN and WLAN

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