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

We are facing the similar behavior with XG125.

The device reboot randonly

regards

Carlos

Same problem here with XG125W.

Support decided it was faulty unit, helpful and efficient support tech.

Replaced unit arrived next day and I replaced this weekend, problem is still there.

Backup from old unit installed, possible problem carried over within the backup ?

Personally I believe there is a problem in firmware XG125w (SFOS 18.0.3 MR-3), was ok with v17.

SOPHOS Support: This issue needs a fix - ASAP please.

Regards

Paul

Hello Paul,

Thank you for reaching out!

Could you please share the Case ID with me.

Regards,

Hello Emmanuel,

Thank you for your response.

Case ID is 03423345

In the last 8 hours the unit has rebooted 7 times.

FYI - I am not an expert on Sophos devices, it could be incorrect configuration. However if configuration is an issue I would expect traffic flow issue not random reboot. Also I have not found any indication in the logs for reboot. Support suspected corrupt system, re flashed but no improvement, as a resulr RMA was issued.

Best Regards

Paul

Paul Farndon can you please tell if the issue happened immediately again on the RMA machine or did it run good for some days? Sorry, I cannot help you with your issue but I would like to understand what may be awaiting us after the next update.

I wonder if there has been a statement from Sophos here about the cause of all these reboot issues?

emmosophos it there any mitigation one can do before upgrade to minimize the risk of beiing hit bis this?

Hi Paul Farndon

Im having the similar case, even after replace the device by RMA process, the new replaced device still rebooting randomly (XG125).

The case still under investigation  :(

Carlos

RMA unit was supplied with old firmware, allowed update to latest firmwareSFOS 18.0.3 MR-3.

Restored backup from old unit, same issue within 2 hours, not happy

I have even replaced / dissabled migrated rules.

Try to move to MR4.

https://community.sophos.com/xg-firewall/b/blog/posts/xg-firewall-v18-mr4-is-now-available

LuCar_Toni, because of what change in MR4 are you suggesting the upgrade from his MR3? NC-64470?

Hello LuCar,

Thank you so much.

A few kernel issues identified, could be the fix we need.

I will update tonight.

Best Regards

Paul

Hello Paul,

Thank you for the Case ID.

If the issue happens again on MR4 please open a new case and send me the new Case ID.

Regards,

Hello Emmanuel,

For the benefit of all in this conversation.

Following the advice from LuCar, what a star.

Last night I did a manual update to (SFOS 18.0.4 MR-4)

First thing this morning, I checked the "System" log - No entry for  "Appliance started successfully" since update to MR-4

There are 3 report of "Failed to check for updates" - will monitor this and see how the situation is throughout today.

Although early, it looks like MR-4 has solved my problem, thank you all.

Best Regards,

Paul

Hello Emmanuel,

For the benefit of all in this conversation.

Following the advice from LuCar, what a star.

Last night I did a manual update to (SFOS 18.0.4 MR-4)

First thing this morning, I checked the "System" log - No entry for  "Appliance started successfully" since update to MR-4

There are 3 report of "Failed to check for updates" - will monitor this and see how the situation is throughout today.

Although early, it looks like MR-4 has solved my problem, thank you all.

Best Regards,

Paul

Hi Paul, 

How is your device after apply the  SFOS 18.0.4 MR-4 firmware?
The reboot problem it was solved so?

Regards

Carlos

Hello Carlos,

I have just checked the System log, it has not rebooted since upgrade last night.

In our case, SFOS 18.0.4 MR-4 firmware update seems to resolve the reboot issue on XG125W.

I will still monitor for a few days.

Best Regards,

Paul

Hi Paul,

Thank you by feedback.

I will provide the upgrade and verify if my problem it is solved.

Best regards,

Carlos

It's good it worked for you and others in here, I was asked by Sophos support they want the Config of firewall and in return our management asked for NDA. since then have not heard from Sophos support, even after sending them 3 reminders.

I feel if a new firmware update is released pertaining to our cases, we should have been informed on the communication already going on with Support team. We are still searching for answers n solution in community.

Its like Sophos is taking customers for granted, "yeah we have released update for thier issue and its on our site / community, let them find it themselves from there, who cares".

We all are facing downtime issues and escalations in our DCs due to this bug and the casual attitude from Sophos. Sorry to say bit disappointed.