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XG330 with Firmware Version SFOS 18.0.3 MR-3 rebooting randomly with intervals of a couple of houres

Ranjeet_Singh

Hi Everyone,

Our XG330 with Firmware Version SFOS 18.0.3 MR-3 rebooting randomly with intervals of a couple of hours. I have raised the request with the Sophos team and provided all the necessary logs to them and now they said they will investigate it provide an update by the 20th Nov which almost a week away. We are facing this issue for the past three days and our entire production is down.

we are getting below error. Is anyone aware of the temporary workaround then please advise? I have already checked firewall-acceleration is disabled.

BUG: unable to handle kernel paging request at fffffffffffffff8



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  • 0

    Is this a single installation or HA? 

    Started with V18 or V17.5? Started with V18.0 MR3? 

  • 0 in reply to LuCar Toni

    It's configured as a HA but the issue still there when we use it as a standalone device.

    Its almost-three-year-old appliance started with v17 and the issue came up when we upgraded to v18.0.1 MR1 and not fixed even upgrading to the latest firmware i.e. v18.0.3 MR3

  • 0

    Hello Ranjeet,

    Thank you for contacting the Sophos Community!

    If you have a case open with Support could you please share the Case ID with me, so I can follow-up, if you haven't please open one and share the Case ID with me.

    Can you please submit the following files:

    csc.log, applog.log, syslog.log, msync.log and networkd.log
    If possible, memory and CPU graph and all this detail with exact date and time when issue observed.

    If you have any log under /var/cores, please submit the output of the command.

    Also the output of this command:  grep 'NMI\|backtrace' /log/syslog.log

    Additionally please run the following command, to disable Firewall-Acceleration and monitor if the issue happens again.

    console> system firewall-acceleration disable

    To see if the Firewall Acceleration is enabled, please run

    console> system firewall-acceleration show

    Regards,

  • 0 in reply to emmosophos

    Sophos case id: 03329471

    Development reference number: NC-64917

    firewall-acceleration is already disabled

    I already shared all the necessary logs with the support team hope you can find it from the case number.

    Request you to please ask the development team to expedite it because our entire production is down for the last 5-6 days.

  • 0 in reply to emmosophos

    Hello Emmanuel,

    We are also facing hte same issue, XG330 - Standalone, 3 year old device. was working fine till SFOS17.5.9. upgraded it to SFOS18.0.1 and firewall started rebooting intermittently every few hours. Raised case with Support, had device on console, upgraded to SFOS 18.0.3-MR3, done Disk Analysis , Memory Test still no luck.  We had a spare XG330 - we were planning to go for HA - with SFOS18, replaced it and in stand alone mode, it is also r4estarting.

    Firewall Accelration is disabled on both devices. had PSMON logged and support team didn't find anything. 

    I feel there is some bug in the SFOS that is making firewall restart especially XG330, We have XG 106 /115 and a 230 installed in our envirnment all those are working fine without any issue (fingers crossed).

    The case is still open with Support Team.

  • 0 in reply to Ranjeet_Singh

    I can understand your pain mate... we are in the same boat.

  • 0 in reply to Ajay Sharma1

    Sophos should at least provide some workaround until they release the patch.

  • 0

    We have almost the same Problem here on a XG330 HA Cluster.

    We are in the lucky situation that only the auxilliary node is doing a reboot several times a day. The primary node is running stable.

    Case ID is 03256980

  • 0 in reply to Ranjeet_Singh

    Hell Ranjeet,

    Thank you for the Case ID, I can see also the assigned GES engineer has asked DEV for an update on your case. 

    Regards,

  • 0 in reply to Ajay Sharma1

    Hello Ajay,

    Thank you for reaching out!

    Could you please share the Case ID with me.

    Regards,