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Xg stops responding

So I have an issue where my gateway is no longer accessible, that has occurred a few times over the last couple months. I rebooted the node to restore service, but I'd like to get to the bottom if the root cause. Also I am home user so I can't contact support.

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0 rfcat_vk over 6 years ago

Hi,

some extra details would be good. Assumption you can still access the XG GUI when the gateway stops?

Do you see a loss of logs at the time? Does your external link fail?

Ian

XG115W - v19.5.1 mr-1 - Home

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0 Super CM over 6 years ago in reply to rfcat_vk

When I cant get to the gateway, its really down (doesnt ping).

Looking through the logs, i dont see anything super helpful. The system log shows that it cant update dynamic dns but nothing else. One thing I discovered today is that (at least when it happened today), the Hyper-v host says that the guest operating system rebooted itself. So its rebooting for some reason?
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0 LuCar Toni over 6 years ago in reply to Super CM

You could start to dig deeper in the logs.

https://community.sophos.com/kb/en-us/132211

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0 rfcat_vk over 6 years ago in reply to LuCar Toni

Hi,

please provide the XG configuration in the VM.

Ian

XG115W - v19.5.1 mr-1 - Home

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0 Super CM over 6 years ago in reply to LuCar Toni

That link takes me to information that may not be correct for the version I am running. It says - All log files can be found in the WebAdmin at Reports. but that is not correct.

However, i dug around in the command line and found logs but I don't know what I am looking for. Nothing stands out.
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0 Super CM over 6 years ago in reply to rfcat_vk

Gladly. What information are you looking for?
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0 rfcat_vk over 6 years ago in reply to Super CM

Hi,

fixed or dynamic memory allocation, disk size, are the disks allowed to sleep, are the NICs allowed to sleep or go to power saving mode?

Ian

XG115W - v19.5.1 mr-1 - Home

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0 Super CM over 6 years ago in reply to rfcat_vk

Fixed memory. The disks are the ones supplied by Sophos, 3g and 74g, nothing is allowed to sleep. The reboot is being initiated by the firewall according to Hyper - v
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0 rfcat_vk over 6 years ago in reply to Super CM

What does the log show as the reason for the reboot?

How much memory is assigned to the XG?

Ian

XG115W - v19.5.1 mr-1 - Home

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0 Super CM over 6 years ago in reply to rfcat_vk

Which log is the reboot reason in? I can't seem to find it. It has 2 gb of memory.
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0 rfcat_vk over 6 years ago in reply to Super CM

I will try again, my post disappeared.

I would suggest you change your memory to at least 4gb and that should fix the reboot issue.

I suspect that the reboot is happening because the XG is trying to cleanup the swap space.

Ian

XG115W - v19.5.1 mr-1 - Home

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0 rfcat_vk over 6 years ago in reply to Super CM

I will try again, my post disappeared.

I would suggest you change your memory to at least 4gb and that should fix the reboot issue.

I suspect that the reboot is happening because the XG is trying to cleanup the swap space.

Ian

XG115W - v19.5.1 mr-1 - Home

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0 Super CM over 6 years ago in reply to rfcat_vk

I made that change and I will keep an eye on things. The weird thing is that it has been running this way for a few months with no issue.
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0 Super CM over 6 years ago in reply to Super CM

That didn't make a difference. It went down again this morning.
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0 rfcat_vk over 6 years ago in reply to Super CM

Thnk you for trying.

Next does the power drop causing the XG to think it needs a restart?

Is there a load that suddenly increases on the VM host that might cause the powersupply to overload/overheat?

Ian

XG115W - v19.5.1 mr-1 - Home

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0 Super CM over 6 years ago in reply to rfcat_vk

Not that I can tell. In the case today, there were no users connected.
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0 LuCar Toni over 6 years ago in reply to Super CM

Can you check the monitor while this happens? Is there any response by XG? Monitor / Keyboard.

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0 Super CM over 6 years ago in reply to LuCar Toni

I don't have a way to do that. There's no pattern as to when it occurs. It's been running fine for the last 23+ hours for example
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