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Issue with my SOPHOS XG86

Rodney Altamera

Hi Sophos Support,

Can someone assist me. I am having issues with one of my firewall in our remote site. My VPN site to site is not working. When I tried to access my firewall here is what I get.

Please advise.

Any help would be greatly appreciated.

Thanks

Rodney



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  • 0

    Hi Emmanuel, This happened yesterday. The problem I cannot access the webadmin page to change some settings or troubleshoot network issues. There is a VPN configured in my firewall now I have a problem wherein some users cannot connect. I cannot check since webadmin is not working. I also cannto do a restart since there are lots of users connected 24/7. Is there a way to fix this in the command line using SSH? Please advise. Rodney

  • 0 in reply to Rodney Altamera

     :  Hi Rodney, Based on the issue snapshot, issue is suspected to GUI related service tomcat.

    Can you check and confirm tomcat service status via below command? Is it in running state or in stopped or DEAD state?

    #service -S | grep tomcat

    If tomcat is stopped/dead then that could be due to /tmp partition full issue or any other issue related to tomcat service it self. 

    To check /tmp partition ( it it near to 100)  confirm via below command:
    #df -kh 

    In both of the above reasons (tmp or service related issue) I would suggest to open a support case to take it further.

  • 0 in reply to Vishal_R

    HI Vishal,

    I tried to do the command above but I encountered an error. My Sophos Firewall is XG86. Below is a screenshot of the error.

    Thanks

  • 0 in reply to Rodney Altamera

    Hi You may run this command from advance shell ( not from console.).

    Connecting to the advanced shell

    1. To connect using SSH, you may use any SSH client to connect to port 22 of the SFOS device.
    2. Select option 5 Device Management.
    3. Select option 3 Advanced Shell.
  • 0 in reply to Vishal_R

    Hi Vishal,

    Upon checking below is the result. Is there a way we can restart the tomcat service without disconnecting the users connected to the firewall? Is there a way to clear the /tmp folder?

    Thanks

  • 0 in reply to Rodney Altamera

    Hi For above as I suggested you may open a support case for further investigation and they may do the needful based on required logs and outputs. if there is any possibility to reduce the /tmp without reboot.

  • 0 in reply to Vishal_R

    Hi Vishal, This is noted. Thanks for the support.

  • 0 in reply to Rodney Altamera

    Hello Rodney,

    Thank you for the follow-up!

    Could you please share with me the Case ID so I can follow-up!

    Also if you haven't reboot the XG please run the following command from the advanced shell (5>3)

    # du -a /tmp/ | sort -n -r | head -n 20

    # du -kh -d 1 /tmp/tslog/*

    Regards,

  • FormerMember
    0 FormerMember in reply to Rodney Altamera

    Hi ,

    This seems to be related to an ID that our support team is already investigating (NC-63278). I will update this thread with any new information that becomes available. 

    If anyone else is affected by this issue in the community, please raise a support case and mention the ID NC-63278 for further investigation. Please also send your case number to me via PM.

  • 0 in reply to FormerMember

    Hi H_Patel,

    This is noted. I pasted the details as per your request below. I was able to update the firewall after-hours since there was no other option. Also as advice by your live chat support. After restart the firewall is ok. My concern what is this will happen again. Since I have also a huge network in my main office using SOPHOS XG310. Is there tips that you can give me to avoid this issue.

    Thanks again for the support.

    Case Number: 03211038
    Account Name: Siblings International Business Solutions
    Subject: Problem firewall restarting SOPHOS XG86
    Description:


    Please do not reply to this email. If your issue is not resolved or question not answered please submit a new case by logging into Sophos Support Portal on https://sophospartner.force.com/support/s/

    Sophos Technical Support

    Rodney

Reply
  • 0 in reply to FormerMember

    Hi H_Patel,

    This is noted. I pasted the details as per your request below. I was able to update the firewall after-hours since there was no other option. Also as advice by your live chat support. After restart the firewall is ok. My concern what is this will happen again. Since I have also a huge network in my main office using SOPHOS XG310. Is there tips that you can give me to avoid this issue.

    Thanks again for the support.

    Case Number: 03211038
    Account Name: Siblings International Business Solutions
    Subject: Problem firewall restarting SOPHOS XG86
    Description:


    Please do not reply to this email. If your issue is not resolved or question not answered please submit a new case by logging into Sophos Support Portal on https://sophospartner.force.com/support/s/

    Sophos Technical Support

    Rodney

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