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Interfaces go down every 5 - 6 days

Manuel Ricardo

Hi everyone,

Please help... :(

I have a Sophos XG 115w firewall deployed at a customer's office. We've received calls from our customer complaining that they lose network to all local machines (servers, printers etc) and to the internet. The first this was reported was Friday 11:30hrs and the first time this happened, I went to site and restarted the firewall. All interfaces and services came back up and all was well until today! Got another call from the same customer complaining about the same thing. This time, I delayed a bit going to site and found the device working when I got there, without a reboot. According to the system graphs, interfaces went down from around 12:00hrs (noon time) and came back at around 1420hrs. I think they noticed that services were down at around 1330hrs as that's when I received the call.

 

Port1 is my LAN interface, which is bridged with my Wifi and notice some traffic showing up just after 1420hrs. By the way, this behavior shows on all physical interfaces, of which all are WAN interfaces with failovers and load balancing. All my users are connected via Wifi and servers and printers are connected via cable. The appliance is also my router, DNS and DHCP server and I have an unmanaged switch connected my cabled machines. One thing that I did notice was that the Sophos appliance felt hot to the touch. Certain areas of it's chassis felt way too hot to hold down for more than 5 seconds. So I shut it down, allowed it to cool off and moved to a more spacious and well ventilated area. Can excessive heat cause such a thing? Is there anything I can try out to sort this out?

My cpu usage ranges between 50 - 60% and I have about 20 - 22 users live users connected at most times. I am very new to Sophos and I am not familiar with extracting detailed logs via the advanced shell so some guidance in this area is much appreciated.

Your help is much appreciated!

Thanks



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  • 0 in reply to rfcat_vk

    Hey Ian,

    I have logged a call with support but only expecting response in 24 - 48 hours. Now that I have moved the appliance out of the cabinet, I will go to site tomorrow to check on it's temperature again. We live in hot country as well so offices here do tend to get a little warm. On average our weather tends to average at 35 degrees celcius on a typical day. I have asked the client to make use of the air conditioners to help cool their offices. It's a small office with about 10 - 12 people (with their mobiles, they add up to 20 users/devices or so) so they just a have 6U cabinet mounted in a little corner in their main office.

    Will revert back with an update on that.

    Manuel

  • 0 in reply to Manuel Ricardo

    Some feedback on this.

    I am typing this from site and I see that temperature wise, there has been a big improvement. Air cons are running and the room is nice and cool. The appliance feels lightly warm to the touch and CPU usage ranges from 7% - 52% but mainly stays low. Memory use is constant at around +-55%

    .

    No complaints and network seems to be running smoothly. I will try and update this thread a week from now as that will be the real test.

    I hope someone finds this helpful!

     

    Cheers for now :)