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

Nghia NT

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 in reply to LuCar Toni

    Wrong.  

    , 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

  • 0 in reply to TimHansen

    Hello

    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 .

  • 0 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