For some time, XG Firewall has started automatically restarting at random intervals. He restarted 10 times yesterday. After starting, only information appears in the SYSTEM logs "Appliance started successfully.". Where to look for the reason, I will add that I am freshly replaced by the manufacturer for a new device, both router and power supply. But the problem has not been solved all the time?
Hi Lukasz Rochowiak
Please check for system graphs for unusual spikes in the graphs- https://community.sophos.com/kb/en-us/123186
Please connect the device over serial console access to capture logs if the device reboot again- https://community.sophos.com/kb/en-us/123197
After connecting the device via serial console access, I captured the following logs:
| Password: Sophos Firmware Version SFOS 17.5.8 MR-8 Main Menu 1. Network Configuration 2. System Configuration 3. Route Configuration 4. Device Console 5. Device Management 6. VPN Management 7. Shutdown/Reboot Device 0. Exit Select Menu Number [0-7]: [ 3582.184456] BUG: unable to handle kernel NULL pointer dereference at 0000000000000018 [ 3582.208038] IP: [<ffffffffa014d73a>] process_ring_to_kernel+0x2ca/0x5e0 [netmap_lin] [ 3582.231309] PGD 1c74ca067 PUD 1c74cd067 PMD 0 [ 3582.244777] Oops: 0000 [#1] SMP [ 3582.254560] Modules linked in: xt_svp xt_masterconn xt_xfrmpolicy xfrm6_mode_tunnel ah4 nf_conntrack_pktq icp_qat_netkey(O) sha512_generic icp_qa_al(O) xt_nat xt_muser authenc xt_conntrack xt_addrtype nf_nat_ftp nf_conntrack_ftp ebtable_filter ebtable_nat ebtables ip6table_mangle ip6t_MASQUERADE xt_LBS ip6table_filter iptable_filter ip_set_hash_mlmwsticky nf_conntrack_appfilter ip_set_bitmap_fwrule ip_set_hash_sslvpn iptable_mangle ip_set_bitmap_user ip_set_hash_bw nf_conntrack_dns nf_nat_irc nf_conntrack_irc nf_nat_tftp nf_conntrack_tftp nf_nat_h323 nf_conntrack_h323 nf_nat_pptp nf_conntrack_pptp cfg80211(O) compat(O) usbhid hid_generic hid ohci_pci ohci_hcd xhci_hcd uhci_hcd ehci_pci ehci_hcd bonding lzo lzo_compress lzo_decompress cifs red redv2_netlink(O) red2(O) appdev nf_conntrack_netlink nf_nat_proto_gre nf_conntrack_proto_gre ip_gre gre ipcomp xfrm_ipcomp esp4 xfrm4_mode_transport xfrm4_mode_tunnel xfrm4_tunnel xfrm_user af_key xfrm_algo aesni_intel aes_x86_64 glue_helper lrw ablk_helper gf128mul cryptd pktq nfnetlink_queue imq sch_hfsc sch_leafprio sch_headprio sch_sfq sch_htb xt_MULTISET xt_MLM xt_SRCNETMAP xt_MARKROUTE xt_CONTINUE xt_LOGDROP xt_ULOG xt_TCPMSS xt_REDIRECT ipt_MASQUERADE xt_OUT_OUTDEV xt_OUTDEV ip6t_rpfilter ipt_rpfilter ebt_pkttype xt_serviceset xt_hostset xt_pkttype xt_recent xt_state xt_status xt_cet xt_iprange xt_limit xt_hashlimit xt_tcpudp xt_multiport nf_conntrack_relate xt_IPMACFILTER xt_RANGENAT xt_VHDNAT ip_set_bitmap_vhost xt_FWSET xt_set ip_set_bitmap_hotspotuser ip_set_hash_hotspotmac ip_set_bitmap_ctrxss ip_set_bitmap_userpolicy ip_set_hash_ipuser ip_set_bitmap_service ip_set_bitmap_host ip_set_bitmap_snat ip_set_hash_ipmaciface ip_set_hash_l2mac ip_set_hash_ipmac ip_set_hash_ip ip_set arptable_filter arp_tables e1000e igb i2c_algo_bit ixgbe vxlan hwmon ptp pps_core mdio i2c_i801 i2c_dev i2c_core netmap_lin ip6table_nat nf_nat_ipv6 ip6table_raw iptable_nat iptable_raw nf_nat_ipv4 xt_dscp nf_nat ip6_tables ip_tables tun af_packet 8021q nf_conntrack_ipv6 nf_defrag_ipv6 nf_conntrack_ipv4 nfnetlink_eac nf_defrag_ipv4 ip6_tunnel tunnel6 sit ip_tunnel tunnel4 ppdev parport_pc parport nf_conntrack bridge ipv6 stp llc x_tables nfnetlink button evdev [ 3582.843352] CPU: 2 PID: 0 Comm: swapper/2 Tainted: G O 3.14.22 #2 [ 3582.864259] Hardware name: Sophos XG/To be filled by O.E.M., BIOS 5.6.5 04/05/2017 [ 3582.886996] task: ffff8801f88a5120 ti: ffff8801f88c8000 task.ti: ffff8801f88c8000 [ 3582.909477] RIP: 0010:[<ffffffffa014d73a>] [<ffffffffa014d73a>] process_ring_to_kernel+0x2ca/0x5e0 [netmap_lin] [ 3582.940101] RSP: 0000:ffff8801ffd03348 EFLAGS: 00010246 [ 3582.956055] RAX: 0000000000000002 RBX: 0000000000000001 RCX: 00000000fffffffe [ 3582.977474] RDX: 0000000000000000 RSI: 0000000000000001 RDI: 0000000000002962 [ 3582.998889] RBP: ffff8801ffd03de8 R08: 000000000000c000 R09: 0000000000000001 [ 3583.020304] R10: 0000000000000001 R11: ffff8801ffd033a8 R12: 0000000000000094 [ 3583.041720] R13: 0000000000000000 R14: 0000000000000001 R15: ffff8801f6d90000 [ 3583.063136] FS: 0000000000000000(0000) GS:ffff8801ffd00000(0000) knlGS:0000000000000000 [ 3583.087434] CS: 0010 DS: 0000 ES: 0000 CR0: 000000008005003b [ 3583.104687] CR2: 0000000000000018 CR3: 00000001c74e7000 CR4: 00000000001007e0 [ 3583.126105] Stack: [ 3583.132156] ffff8801ffd033a6 ffff8801ffd033c0 ffff8801ffd033c0 ffff8801ffd03ea4 [ 3583.154579] ffff8801ffd03ea8 ffff88007ae54000 0000000000000002 ffff8801f6d90000 [ 3583.177009] 0000000000000001 ffffffffa0153680 00000000fffffffe 0000880100000000 [ 3583.199439] Call Trace: [ 3583.206810] <IRQ> [ 3583.212601] [<ffffffff81071f52>] ? handle_irq_event_percpu+0xb2/0x120 [ 3583.232842] [<ffffffff8145976b>] ? get_partial_node.isra.61+0x48/0x2af [ 3583.252697] [<ffffffff813bcb7c>] ? consume_skb+0x1c/0x30 [ 3583.268913] [<ffffffffa014b7e0>] ? netmap_transmit+0x50/0x280 [netmap_lin] [ 3583.289808] [<ffffffffa014b9fe>] ? netmap_transmit+0x26e/0x280 [netmap_lin] [ 3583.310983] [<ffffffff813cb01d>] ? dev_hard_start_xmit+0x2bd/0x490 [ 3583.329797] [<ffffffff810d4b1c>] ? __kmalloc_track_caller+0x1c/0xe0 [ 3583.348867] [<ffffffff8105f8b6>] ? set_task_cpu+0x26/0xa0 [ 3583.365335] [<ffffffff8105f8b6>] ? set_task_cpu+0x26/0xa0 [ 3583.381808] [<ffffffff81208f90>] ? cpumask_next_and+0x30/0x40 [ 3583.399320] [<ffffffff81065a08>] ? enqueue_task_fair+0x498/0x9c0 [ 3583.417614] [<ffffffff8105f735>] ? check_preempt_curr+0x65/0x90 [ 3583.435644] [<ffffffff8105f76d>] ? ttwu_do_wakeup+0xd/0x80 [ 3583.452375] [<ffffffff8106142b>] ? try_to_wake_up+0x1cb/0x250 [ 3583.469888] [<ffffffff81066c6e>] ? update_group_power+0x1e/0x260 [ 3583.488179] [<ffffffff81208f90>] ? cpumask_next_and+0x30/0x40 [ 3583.505690] [<ffffffff81066fa0>] ? find_busiest_group+0xf0/0x850 [ 3583.523997] [<ffffffffa014dba1>] ? netmap_rx_irq+0x151/0x1f0 [netmap_lin] [ 3583.544647] [<ffffffff81065a08>] ? enqueue_task_fair+0x498/0x9c0 [ 3583.562946] [<ffffffffa02045b1>] ? igb_alloc_rx_buffers+0x241/0x1610 [igb] [ 3583.583862] [<ffffffff8106bbdf>] ? __wake_up+0x2f/0x50 [ 3583.599548] [<ffffffff813ca2c1>] ? net_rx_action+0x81/0x130 [ 3583.616539] [<ffffffff81041d09>] ? __do_softirq+0xd9/0x1f0 [ 3583.633269] [<ffffffff81041fb5>] ? irq_exit+0x45/0x50 [ 3583.648699] [<ffffffff810044fd>] ? do_IRQ+0x4d/0xe0 [ 3583.663610] [<ffffffff8145f567>] ? common_interrupt+0x67/0x67 [ 3583.681119] <EOI> [ 3583.686892] [<ffffffff8100aa40>] ? arch_remove_reservations+0x120/0x120 [ 3583.707661] [<ffffffff8100aa42>] ? default_idle+0x2/0x10 [ 3583.723873] [<ffffffff81071691>] ? cpu_startup_entry+0xf1/0x140 [ 3583.741905] Code: 8b 10 8b 1d 25 5f 00 00 44 0f b7 70 08 4c 8b aa 00 03 00 00 48 89 54 24 60 31 d2 89 5c 24 30 0f b7 58 0c 65 8b 04 25 1c b0 00 00 <41> f7 75 18 66 89 5c 24 50 89 d0 89 54 24 38 48 89 44 24 20 49 [ 3583.801868] RIP [<ffffffffa014d73a>] process_ring_to_kernel+0x2ca/0x5e0 [netmap_lin] [ 3583.825453] RSP <ffff8801ffd03348> [ 3583.835938] CR2: 0000000000000018 [ 3583.846470] ---[ end trace f6efc53c6fd4aa8a ]--- [ 3583.860416] Kernel panic - not syncing: Fatal exception in interrupt [ 3583.879576] Kernel Offset: 0x0 from 0xffffffff81000000 (relocation range: 0xffffffff80000000-0xffffffff9fffffff) [ 3583.910201] Rebooting in 3 seconds.. [ 3586.943752] ACPI MEMORY or I/O RESET_REG. ▒ Version 2.16.1242. Copyright (C) 2013 American Megatrends, Inc. BIOS Date: 04/05/2017 15:00:25 Ver: G115P016 Press <DEL> or <ESC> to enter setup. 99 Loading configuration Performing automated file system integrity checks. It will take some time before your system is available.ter> to display list of images) Examining Config partition..... Examining Signature partition..... Examining Report partition..... Password: |
Hi Lukasz Rochowiak
Thank you very much for the sharing logs. Sorry for the inconvenience caused!
I would request you to contact technical support and raise the service request to investigate the issue further.
I would request you to collect logs before using the below steps and share those logs in the service request details and also mention this community thread.
1. Take SSH/Serial access of the device.
2. Login to console 4. Device Console and execute system diagnostics show syslog
Please share the above details with them and they will assist you further.
Hi Lukasz Rochowiak
If you have an existing service request number, please reply to details to that number, no need to raise a separate request for it.
Hello Lukasz Rochowiak
I had a similar issue with a costumer were the XG Restarted at odd intervals. (Disk = OK, Cache = OK, No odd Traffic)
There is even an issue known in the forum: https://community.sophos.com/products/xg-firewall/f/hardware/113811/xg210-rev3-sudden-restart/419297
I have disabled the firewall-acceleration at the costumer XG and restarted the system. (Done over SSH)
At system login:
4 - Device Console
system firewall-acceleration disable
That fixed the issue at the costumer until now - No report after implementation that the XG restarted again!
XG in question -> 230
Guide XG in question -> 210 rev 3
I would say try it out and see what happens.
Best regards
Eli.
Today is 3 days as the device works without reboots. Thanks a lot! I think the post is closed!
