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Case number is [#8496341] Help me solve this case !

Dear Support Team,

I opened this case on 30th Nov 2018, and until now it still isn't solved completely. My Sophos XG was restated 3 times suddenly. I couldn't find any reason that caused the device's reboot. So i need you support for checking log files. I sent the access-id to the technician, but she said that she couldn't access the device. Until now, I still don't receive any feedback for this case. Please help me support this case.

Thank you and best regards,

Nghia Nguyen

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0 rfcat_vk over 6 years ago

Please advise how your XG connects to the internet. The issue might be a dying disk.I hope you have a backup since your last configuration change?

What is the mode of the XG with the issues?

Ian
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0 Nghia NT over 6 years ago in reply to rfcat_vk

Hi,

My XG always connects to the Internet. Its model is XG330. It has been running for about 5 months since I bought it in July 2018.

Thank you and best regards,

Nghia Nguyen
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0 LuCar Toni over 6 years ago in reply to Nghia NT

I think nearly nobody except FloSupport can help you here.
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0 TimHansen over 6 years ago in reply to LuCar Toni

Wrong.

Nghia NT, I've sent you a private message with my RSA key and IP address. Please add the RSA key to key authentication (Device Access) and add a local ACL exception for SSH for the IP address. PM me the public IP address of the appliance. I will log in and have a look.

I also tried to access the device via Support Access however I'm assuming the internet access is spotty between your appliance and our servers because it's not loading correctly for me either.

Tim
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0 Aditya Patel over 6 years ago in reply to TimHansen

Hello Nghia NT,

Our Technitian has requested for your availability for the remote session . As for this issue , I would recommend to collect Logs when this event occurs.

Steps to conduct.

1. Connect a Serial connection to Putty or Hyper Terminal

2. Set to print output to a text file and leave as it is.

3. When the system restarts itself then there should be logs on the txt file that will help us identify the issue .
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0 Nghia NT over 6 years ago in reply to TimHansen

Hello Tim Hansen,

I added your public key into Firewall. I sent device's information (Public IP, Access ID) to you by a private message. Please help me to check log files.

Thank you and best regards,

Nghia Nguyen
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