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Sophos XG450 random reboots

Hi everyone, appreciate your help in advance.

I have an XG450 running SFOS 17.5.9 MR-9 that has been rebooting several times a day for a week now, it happens at 7-8 am, sometimes at 10am and 12pm (maybe peak usage hours).

We already worked with a support case and a sophos network technician who reviewed the system log via device console and found no anomalies.

Then we tried an appliance swap with our backup XG450 and started rebooting too.

After another call with technical support we tried a firmware update to SFOS 17.5.11 MR-11, worked fine for 5 days and rebooted again at 10:40am.

As some points to make, the reboots happen after many ups and downs of some vpn connections, the device cant sync the license currently and got some ustable navigation by the fw itself.

I would appreciate immediate response since we are a financial company and need our services as avaliable as posible.

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0 FormerMember over 5 years ago

Hi Levthe Lopez

Apologies for the inconvenience caused.

I would advise you to keep the firewall connected with serial console cable and save the output in text file to capture the logs on next auto reboot. Once you have the logs you can post them or send me PM to verify any log entry that help us identify your issue.

Please follow this KB Article :Sophos XG Firewall: How to setup a Serial connection with a console cable

PS: Could you please PM me the support case number?

Thanks,
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0 Levthe Lopez over 5 years ago in reply to FormerMember

Thanks for the reply, id be doing the serial console log capture and updating everyone here and on my support case.
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0 LuCar Toni over 5 years ago in reply to Levthe Lopez

Just to be sure you already checked the basics:

Do you have two Powersupplies?

Do you have switched the cables?

Do you have already put a Monitor cable into the appliance if the reboot happens?

Do you have already tested the UPS and bypassed it?

Random reboots could be caused by Power supply issues (Appliance problem, Power supply issue, UPS issues, cable issues).

To much load means to much power consumption there for the appliance will reboot (Kernel panic).
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0 LuCar Toni over 5 years ago in reply to Levthe Lopez

Just to be sure you already checked the basics:

Do you have two Powersupplies?

Do you have switched the cables?

Do you have already put a Monitor cable into the appliance if the reboot happens?

Do you have already tested the UPS and bypassed it?

Random reboots could be caused by Power supply issues (Appliance problem, Power supply issue, UPS issues, cable issues).

To much load means to much power consumption there for the appliance will reboot (Kernel panic).
Cancel
Vote Up 0 Vote Down

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