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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

    We are facing the similar behavior with XG125.

    The device reboot randonly

    regards

    Carlos

  • 0 in reply to Carlos Cesario

    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

  • 0 in reply to LuCar Toni

    Hello LuCar,

    Thank you so much.

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

    I will update tonight.

    Best Regards

    Paul

  • 0 in reply to Paul Farndon

    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,

  • +1 in reply to emmosophos

    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

  • 0 in reply to Paul Farndon

    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

  • 0 in reply to Carlos Cesario

    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

  • 0 in reply to Paul Farndon

    Hi Paul,

    Thank you by feedback.

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

    Best regards,

    Carlos

  • 0 in reply to Paul Farndon

    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.

  • 0 in reply to LuCar Toni

    Hi Folks, only to report.

    Even after move to v18-mr4 the device still reboots.

    Today it already rebooted 2x.

    And it seems Sophos Support forget my case. No feedback, no check device.

    If someone has any tip, I appreciate.

    Carlos

  • 0 in reply to Carlos Cesario

    ,

    In my case I've update received from support, they have applied a debug patch. I'm still on SFOS18.03-MR3. Today I asked the Support Engineer, if I should go ahead and apply SFOS18-MR4. He said the RCA for rebooting is not yet found and even after applying MR4, the device would reboot.

    Also, after seeing your case, I personally feel and suggest everyone else who is following this thread and facing rebooting issues not to apply this update just to get rid of rebooting issue. 

  • 0 in reply to Ajay Sharma1

    Hello

    Thank you by your feedback.

    Well, I already apply the MR4 because Sophos Support does not suggest me none.

    I tried todo the upgrade to try fix it, but without success until now.

    I will follow this thread to check the news.

    Thank you

    Carlos

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