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Sophos crashing

Daan

 Hi all,

 

In my datacenter I have two XG105 identical firewalls. They have the same config, the same firmware and the same licenses. 

However one of those two has already crashed 2 times.

When it crashes, I can't access it anymore and it stops even responding to ping.

 

When I hard reboot it, it comes online again, and works .. at least for a while.

I looked in the logfiles but I could not find any indication.

 

How can I determine what the reason for this crash is, or is this just a faulty device that should be replaced?

 

Thanks

Daan



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  • 0

    Hi,

    I would recommend you log a fault with Sophos support.

    Ian

  • 0

    Sadly I had an XG230 do the same thing.

     

    Crash - no logs, no ping etc. Support couldn't work out why so replaced it thinking bad disc sector.

     

    Check your logs as well - to see if you have enough space and its not crashing due to disc space?

     

    The replacement has crashed only once - same thing. No Ping, No SSH etc but lights on - just no body home.

     

    Contact Support and see if they can see anything.

  • 0 in reply to M8ey

    I opened a support case, let's see what happens, but I think they just need to replace this box. 

  • 0 in reply to Daan

    I too have had the same issue(s), unfortunately this is my second device having the issue. basically the entire firewall locks up until you reboot. No logs no nothing, support said it was a bad hard drive and sent me a new one, which worked fine..now I have the same issue... sigh, I have an open support case as well. We did not pay almost 7 grand for this firewall to not work and its barely scratching the surface in terms of network traffic we see on even peek times. I made a post today too if you want to read it, I go into detail on the issues I had. 

  • 0 in reply to ccanv

    It is frustrating though as Support also state I am the only one with the issue.

    Hmmm - I call bullshit.

  • 0 in reply to M8ey

    Hi M8ey,

    You are not the only one, today i had an appliance with same behavior, high CPU, high memory and no connectivity (HTTPS, SSH), we need to restart the appliance and works fine.

    Also the graph show like we does a reboot, if see the graph is CPU=0, Memory=0, but we restart the appliance until 8:15am.

    In the logs we have 45 mins lost.

    We dont know what happend.

     

  • 0 in reply to angel.garcia

    Hi, you might have an actual problem ..with your high CPU and memory. My problem occurs on my unit for absolutely no caused reason. CPU at max is 4% and memory at max is around 11-25% peek times. I will attach a link to a post I made recently so you can read what has/had happened to me, its quite lengthy.

     

    https://community.sophos.com/products/xg-firewall/f/network-and-routing/108280/xg-330-rev-2-freezing-locking-up

     

    Cheers.

  • 0 in reply to ccanv

    My support case is running since last Friday, it was picked up, I gave them access to the device, but unfortunately nothing ever since.

    Even though I put the priority on high as this is a device that is live in a datacenter, nothing much seems to move.

     

    Is this the level of support you can typically expect from Sophos?

  • 0 in reply to Daan

    Hi,

    While I can't speak for everyone I have had good support for the issues I was having. I usually just call their toll free support number then get connected to the correct line for your device coverage. I let them know what is going on and I make it stern for them to check logs. They always immediately initiate the remote session after they get your name and serial information. I have gone through their website with the submission page and I have gotten a call back but usually I am out of the office when they call. Thats okay though, since you submitted online that generates a case number so when you call just give them that. My first RMA was taken care of the same day and a new device was overnighted to me at their expense. Just be stern & calm but respectful and they will take care of you. And yes always mention how important it is to get your appliance back up and running.

  • 0 in reply to Daan

    Hi,

    While I can't speak for everyone I have had good support for the issues I was having. I usually just call their toll free support number then get connected to the correct line for your device coverage. I let them know what is going on and I make it stern for them to check logs. They always immediately initiate the remote session after they get your name and serial information. I have gone through their website with the submission page and I have gotten a call back but usually I am out of the office when they call. Thats okay though, since you submitted online that generates a case number so when you call just give them that. My first RMA was taken care of the same day and a new device was overnighted to me at their expense. Just be stern & calm but respectful and they will take care of you. And yes always mention how important it is to get your appliance back up and running.