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XG 18 MR3 crashing

I have an XG that I upgraded from 17.5.14-1 to 18.0.3 and twice now during the business day it crashes. This is the first time in my few years working with the XG that it crashed and restarts. Has anyone else experienced this? I have a case open and the engineer had me make the changes below. I made the changes on Tuesday and it just crashed again on me today on Thursday.

1. From GUI of XG, Please go to Protect-> web->general Settings->  Do not scan files larger than-> Set as 1 mb
Scanning mode: Change to Real-time
 
Please go to system services-> Log settings-> Disable logging for Invalid Traffic. 
Also disable logging for the feature which you are not using. 
 
2.
Get the device console access:
Main Menu-> Option 4
 
console>system auto-reboot-on-hang show
Auto reboot system when kernel gets into a hang state is disabled
 
If you see it is disabled then please enable it. 
 
console>system auto-reboot-on-hang enable
 
3.
console>system firewall-acceleration show
Firewall Acceleration is Enabled.
 
If you see it is enabled then disable it. 
 
console>system Firewall-acceleration disable 

Its an SFV6C8, 6 core with 8GB RAM running on Hyper-V. There have always been bugs in the XG but its always been stable.



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  • Every day the firewall crashes at 12:00. Every day my company operations are completely halted for 6 minutes while the firewall restarts and I cannot get a response from technical support for days at a time. Is this normal support from Sophos? I am not asking about an error in a report I am running or some other trivial issue. The system is crashing and knocking my business offline. I am a full paying customer with current maintenance and support. I have paid over $35,000.00 for this solution and thats not enough to warrant a response from technical support on at least a 1 day turn around? What is happening?

  • Hello Jason,

    Thank you for bringing this up!

    I reach out to the engineer, you should be hearing from the engineer today!

    Also, I can see he has been communicating with a senior engineer and GES about the same.

    Regards,

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