XGS 3100 becoming unresponsive and requiring hard restart

Hello Admin O'Mara ,

Thank you for reaching out to the community, suspecting a known issue - NC-132941, to get this validated please log a service request, so that we can expedite the process of resolution. 

Thank you, I've logged a service request. Where can I see the details of NC-132941?

Hi Admin O'Mara could you please provide us the support case id ?

I've set up support access. Is it safe to post the ID here? I tried to PM you but it wouldn't allow me!

Not here, please private message me Admin O'Mara 

Hi Admin O'Mara,

Upon checking case 07315511, the case handler is seeking assistance from your side with the following queries.

• Could you keep one appliance/ laptop in the firewall's serial console so we can get the logs in detail when an issue occurs again?
• As per the logs, we also found the issue in March during the below time stamp. Could you confirm if you received an alert during this time as well?

Hi Admin O'Mara,

Upon checking case 07315511, the case handler is seeking assistance from your side with the following queries.

• Could you keep one appliance/ laptop in the firewall's serial console so we can get the logs in detail when an issue occurs again?
• As per the logs, we also found the issue in March during the below time stamp. Could you confirm if you received an alert during this time as well?

Hi Erick,

Unfortunately I'm only in the office on Tuesdays, but I can set up a serial connection on Tuesday. Once it's connected, what should I do to get the logs on the connected computer? 

I don't see a timestamp in your post, but looking at previous email alerts it occurred on the 15th March at 16:24, the 20th March at 13:20, the 25th March at 13:41 and the 27th March at 10:49

Hi Admin O'Mara,

Upon update of the case, this has been escalated to our L2 Engineer, who will contact you for further guidance and troubleshooting.

Thanks Erick