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XG210 rev3 sudden restart

Hi all,

I've got a really strange problem which I can't make sense of. My XG210 rev3 is randomly restarting. This device is heavily overspec'd for it's application (15 computers, single internet service) and doesn't appear to have any hardware issues.

This device sometimes goes several days without issue, sometimes only a few minutes. There is nothing in the log to indicate a problem, it simply looks like a power drop.

What I have discovered today though is, the restart happens every time my work laptop comes online (Dell Latitude E7470). There are no doubt other devices on my network which are triggering the restart aswell, as it happens when my work laptop is off, but only every few days.

I have been able to make the XG210 restart 5 times this morning without 30 minutes, simply by restarting my work laptop 5 times.

I'm running SFOS v17.5 MR6, but it was also happening with MR5. I haven't used it with any firmware versions older than SFOS v17.5 MR5.

Any ideas?

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0 Big_Buck over 6 years ago

You have a "On-Line" UPS installed ? Or at least, Line Interactive ? (i.e. not just a "Stan-BY" UPS)

Paul Jr
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0 Adam Zollenkopf2 over 6 years ago in reply to Big_Buck

The XG210 is on a line interactive UPS with a bunch of other equipment. Nothing else has issues with power.
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0 rfcat_vk over 6 years ago in reply to Adam Zollenkopf2

Hi,

suggest you start a case, sounds like a disk might be failing.

Ian
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0 Adam Zollenkopf2 over 6 years ago in reply to rfcat_vk

I've had a case open with support for a few days now and they are still busily investigating the issue. No idea of the cause just yet but they can see the events which I can now trigger on-demand. Hardware scan of HDD and memory has shown all clear.
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0 Sven Schaffranneck over 5 years ago in reply to Adam Zollenkopf2

Hi Adam,

i saw your forum comment about the unexpected reboot of the xg210. I've installed a new XG210 on one site. After some days, it did several unexpected reboots. We did a bunch of actions regarding power supply like exchange the online usv and so on. nothing helped.

We created a case at sophos and just installed an RMA XG210. Unfortunatly, issue came back some minutes after install. We had several reboots in just 2 hours. now it seems to be stable, but no one knows how long.

whats about your situation? Did you find the root cause?

Greets Sven
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0 Adam Zollenkopf2 over 5 years ago in reply to Sven Schaffranneck

I spent a bunch of time investigating this with Sophos support but it became too hard. I had identified that if I had RED tunnels disabled the problem didn't occur, but wasn't realistic. This problem seemed to sort itself after v17.5.8 but I don't know if this was the actual fix.
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0 Adam Zollenkopf2 over 5 years ago in reply to Sven Schaffranneck

I spent a bunch of time investigating this with Sophos support but it became too hard. I had identified that if I had RED tunnels disabled the problem didn't occur, but wasn't realistic. This problem seemed to sort itself after v17.5.8 but I don't know if this was the actual fix.
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Children

0 Sven Schaffranneck over 5 years ago in reply to Adam Zollenkopf2

We use one RED Tunnel on that particular XG, too. In general, this XG is only for providing RED Tunnel to central datacenter. So no other features are enabled. We use v17.5.8.

I have some ubt unifi switches in the back, an when I start firmware updates on those switches, the XG does its reboot. v17.5.8 MR8 is running.

If Sophos support has no clue whats going on, i will reimage it with UTM Firmware
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0 lferrara over 5 years ago in reply to Adam Zollenkopf2

Adam,

consider to perform a backup and restore configuration by installing on XG the latest firmware 17.5 MR8 and see if the problem persists.
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