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Internal Server Error or Blank Page

ADVAIT GHAISAS

Hello.Im using the Home License of the XG Firewall

Every now and then,the admin portal does not load(sometimes just shows a blank white page and sometimes shows as "Internal Server Error"). The User portal also does not load(shows a blank white page).The captive portal loads but in-spite of entering correct credentials,the authentication fails.The ssh also fails to authenticate in-spite of entering correct username and password.
However,the firewall is providing access to internet as usual.
To solve this,i have to reboot the firewall everytime this occurs.

Firmware Version:  SFOS 17.5.12 MR-12



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  • 0

    Hello Advait,

    Please collect the following logs when the issue happens again so we can take a look.

    csc.log, applog.log, syslog.log, msync.log and networkd.log

    If possible, memory and CPU graph from the XG (Monitor & Analize >> Diagnostics >> System Graphs).

    Also next to the Firmware do you see anything like  this MR-12.HF052220.1?

    Regards,

  • 0 in reply to emmosophos

    6837.Graphs.pdf

     

    7360.Sophos.zip

    Uploaded the logs and graphs you asked.

     

    Next to Firmware is see this:  SFOS 17.5.12 MR-12.HF052220.1

  • 0 in reply to ADVAIT GHAISAS

    I found some interesting logs in the u2d.log file.

     

    Have a look.

      --fwversion = 17.5.11.661
    DEBUG Jun 08 01:30:02 [9975]: --productcode = CN
    DEBUG Jun 08 01:30:02 [9975]: --model = SF01V
    DEBUG Jun 08 01:30:02 [9975]: --vendor = SO01
    DEBUG Jun 08 01:30:02 [9975]: --pkg_sysupdate_version = 17
    DEBUG Jun 08 01:30:02 [9975]: Added new server : Host - ap-northeast-1.u2d.sophos.com., Port - 443
    DEBUG Jun 08 01:30:02 [9975]: Added new server : Host - eu-west-1.u2d.sophos.com., Port - 443
    DEBUG Jun 08 01:30:02 [9975]: Added new server : Host - us-west-2.u2d.sophos.com., Port - 443

    DEBUG Jun 08 01:30:05 [9975]: Response code : 500
    DEBUG Jun 08 01:30:05 [9975]: Response body :
    <?xml version="1.0" encoding="iso-8859-1"?>
    <!DOCTYPE html PUBLIC "-//W3C//DTD XHTML 1.0 Transitional//EN"
    "www.w3.org/.../xhtml1-transitional.dtd">
    <html xmlns="http://www.w3.org/1999/xhtml" xml:lang="en" lang="en">
    <head>
    <title>500 - Internal Server Error</title>
    </head>
    <body>
    <h1>500 - Internal Server Error</h1>
    </body>
    </html>

    DEBUG Jun 08 01:30:05 [9975]: Response length : 369
    ERROR Jun 08 01:30:05 [9975]: Received invalid top level tag html, expecting Up2Date
    ERROR Jun 08 01:30:05 [9975]: FATAL : Error in parsing response, exiting.

  • 0 in reply to ADVAIT GHAISAS

    Hello,

    What time did the issue happen for the logs you sent? Was it on Jun 06 at around 7:49?

    Regards,

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