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

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’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,

Hello,

thanks for reply.

I tried to send you the requestet Information. The PuTTY Connection is no Problem. But i dont know how to export the requestet log Files. The Live Log i can see via PuTTY. But how i can export the whole log File.

The RMA Number called: 10146594RMA

Best Regards

Christian

Hello Christian,

Thank you for the follow-up.

However, do you have the Case ID you opened with Support?

As per the logs you need to ope a new case with Support so they can create an FTP server so you can upload the log files.

Also please share the 1st + Letter of your current Firewall S/N

Regards,

Hello Christian,

Thank you for the follow-up.

However, do you have the Case ID you opened with Support?

As per the logs you need to ope a new case with Support so they can create an FTP server so you can upload the log files.

Also please share the 1st + Letter of your current Firewall S/N

Regards,

Hello, 

the case ID is 03699974.

The S/N is C19201XXXXXX

Thanks

Christian

Hello Christian,

Thank you for the Case ID and S/N I edited the S/N for security reasons.

If you open a new case for this issue in the new device, please send me the Current Case ID.

Regards,