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Firewall is not responding

Xebato

Hello,

We have one small XG 106w Firewall , the Firewall has a strange issue , it is not responding every a few weeks untill we rebooted then it will work again for another  1-2 weeks. I have opened a Ticket with support and they did RMA. the new replacement now again started the same issue.

Is it normal to keep replacing the hardware every a few months ? what is causing the issue  ? 

Best regards,

Nidal

worked fine around 6 months and



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  • 0 in reply to Endres Neumann

    Hi ,

    our Firewall is  in the LAB now , we have connected the  console port to a computer and waiting until the problem appears to capture the logs. Could you capture something from the console port ?

    Best regards,
    Nidal Malla

  • 0 in reply to Xebato

    well,

    The device goes completely dead so the console stops responding. We haven't been able to capture anything use full. Nothing is logged that we are aware of

  • 0

    We have monitored the Firewall more than one month in our LAB, everything was fine until yesterday, the Firewall Freeze yesterday one time and again today early morning. There was only one Wireless device connected. no traffic , no load.

    There is also no output in Putty! until we restart the Firewall (Power off/on) .

    We will ask for RMA , this is the second RMA for the same model XG106W , I will try to get the same model without integrated wireless. We never faced problems with XG106 (Without W).

    Best Regard,

    Nidal Malla

  • +1

    Hi All,

    The Firewall is been replaced through the RMA. Thanks , for your time and effort to help us to understand the situation.


    Best Regards,
    Nidal Malla

  • 0 in reply to Xebato

    Hi,

    is this problem resolved?

    We have the same problem with a XG115w.

    I would like to mention one more thing. We had the same problem with an old SG125, so we replaced it with a new XG115w.  We restored the backup. Could that be the reason?  

    Best Regards

    Bülent Caliskan

    B|Cyber|Security

  • FormerMember
    0 FormerMember in reply to B|Cyber|Security

    Hi ,

    Could you please check if you have firewall-acceleration enabled on your firewall or not? Are you using the same power supply? 

    Run the following command from the console to show/disable firewall-acceleration. 

    console> system firewall-acceleration show
    Firewall Acceleration is Enabled.


    console> system firewall-acceleration disable

    Thanks, 

  • 0 in reply to FormerMember

    Hi H_Patel,

    no, we have a new power supply.

    Yepp, firewall-acceleration was enabled, i disabeled it now.

    I will report it if the firewall stops working again.

    Thanks

  • 0 in reply to B|Cyber|Security

    Again the XG stopped working today...this time it hold only 2 days instead of "normal" 30 days.

    I have no more idea  

  • FormerMember
    0 FormerMember in reply to B|Cyber|Security

    Hi ,

    I would suggest you open a support case at support.sophos.com for further investigation. 

    I would suggest you set up a console logging, capture the next event, and provide the console logs on your support case to help identify the issue. 

    Console Logging

    ===============

               Note: Though the article explicitly mentioned XG, it is the same details for UTM

               Note: Be sure that the computer in question does not go into Standby or Hibernate while logging

    • Using PuTTY, go to 'Session' - 'Logging'
    • Here, select "All session output', and set the file name to a folder and name for later retrieval.
    • Configure the Serial connection to use the proper COM port on your PC and a Speed of 38400.
    • Start the session, and log in to ensure it is all proper.
    • Once logged in, you can leave it there or log out and leave the session at the password prompt. Either way, leave the session active and allow it to capture the output from the next reboot.
    • Once that reboot occurs, you can end the Serial connection and upload the PuTTY log file on your support case. 

    Thanks,

  • 0 in reply to FormerMember

    RMA succesfully executed. The new XG now works for 1 week without any problems.