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[BUG] XG v16/17 PPPOE doesn't endlessly tries to reconnect

guillaume bottollier

Hi All,

i have a weird issue concerning clients with xDSL lignes, with a modem bridged and connected to wan port of the XG.

There are more and complains about internet failures (different clients, different DSL providers, different modems), and in most of the cases the pppoe Wan port status is "Disconnected".

Just by clikcing on "connect" connection goes up immediatly !

Is there a way to force the XG to retry enlessly to reconnect ?! (which should be a basic thing !!!!)

Thanks !



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  • 0

    One Customer experienced today the same issue.
    The ISP went at 04:29AM down for about 30 minutes, our customer has 2x XG210 Active/Passiv, the Sophos is doing PPoE over a fiber modem here.
    The ISP went after 1 hour back online but the XG210 didnt reconnect automatically! An Engineer of us had to go out to the customer, logged in via WEB GUI and pressed the "Connect now" button. This Problem can easy be fixed if the sophos just keeps trying to reconnect, but it doesnt.

    Have fun explaining the customer that your invested money for Active/Passive HA Firewall is useless because Sophos cant keep reconnecting PPoE Connection.....
    I wont open a case because this is a obvious problem explained by so much people right now.
    https://community.sophos.com/products/xg-firewall/f/network-and-routing/121671/sophos-xg-stops-trying-to-reconnect-to-pppoe

     

    Please guys, escalate this issue to the top, this is a serious problem and lever out the whole HA design.

  • 0 in reply to Falkebo

    Hello

    non news from support since we've reported that the patch does not work.

    it's unacceptable (again and again)

  • FormerMember
    0 FormerMember in reply to guillaume bottollier

    Hi  

    Apologies for the inconvenience caused. Would it be possible to please share your support case number with me via PM so that I can follow up?

    Thanks,

  • 0 in reply to FormerMember

    Hello,

    I also had this problem yesterday with a Sophos XG 135 running Version SFOS 17.5.12 MR-12.

    The WAN connection was in status "disconnected" and didn't try to reconnect. After simply clicking "Connect" the connection was established in a few seconds without a problem.

    Why is this obvious problem not fixed yet?

    Best regards,
    Peter

  • 0 in reply to Lord-Payder

    Hey Guys,

     

    Everybody is frustrated by this issue, and I know that Sophos is taking the problem seriously, especially with the requests for specific case numbers and direct escalations to support.

     

    But also understand that it is still an intermittent problem, in that there is no clear and definitive way to make the issue repeatable. This always makes determining the cause of the issue harder to discover.

    Unfortunately until a unit is discovered that can repeat the issue in a definable way or timeframe, support will need to look for similarities with unit operations or log messages to try and determine the root cause of the issue.

    Some of the issues reported to support have been single or dual occurrences, and weeks apart. I know from the 4 customer machines that I have experienced the issue at, the total number of occurrences are 11 over 6 weeks.

    Best thing to do is continue advising support of every time a unit fails, as quickly as feasible, and enable support access for investigation. And maybe one of the test units will exhibit the issue with a secondary connection which will allow direct debug access with a unit in a stopped condition.

    Regards,

    Gavin Daniels. DipIT(Networking)

     

     
  • 0 in reply to GavinDaniels

    hello  

    From our side the problem is easily repeatable...

    you just have to activate a pppoe link on a port, plug it to anything, even a switch, to activate the port, and wait for the status to be disconnected, after a day or so !

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