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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

    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

    XG115W - v19.5.1 mr-1 - Home

    If a post solves your question please use the 'Verify Answer' button.

  • 0 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

  • 0 in reply to Nghia NT

    I think nearly nobody except  can help you here. 

    __________________________________________________________________________________________________________________

  • 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 .

    Regards,

    Aditya Patel
    Global Escalation Support Engineer | Sophos Technical Support
    Knowledge Base  |  @SophosSupport | Sign up for SMS Alerts
    If a post solves your question use the 'This helped me' link.

Reply
  • 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 .

    Regards,

    Aditya Patel
    Global Escalation Support Engineer | Sophos Technical Support
    Knowledge Base  |  @SophosSupport | Sign up for SMS Alerts
    If a post solves your question use the 'This helped me' link.

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