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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 in reply to Tanapol Euaungkanakul

    ??? I've not upgraded the Firewall to 18.04. MR4 - as the Engineer looking after my case have not responded me since 12th Dec - asked us to permit Sophos support to download Configuration. In return client asked for NDA still awating his response send him 4 reminders.

    Is this upgrade the real solution or its a hit n try...

  • 0 in reply to Ajay Sharma1

    Hello Ajay,

    I have just checked the system logs, in our case update to MR-4 was carried out on the 15th (6 Days ago), there are no more log entries indicating restart.

    Our restart issue is resolved for XG125W running onSFOS 18.0.3 MR-3.

    As a further note, all migrated rules from V17 upgrade have been re written while trying to resolve random reboot issue.

    I suggest you go for MR-4, you can always roll back.

    Best Regards

    Paul

  • 0 in reply to Paul Farndon

    Hello Paul,

    Thanks for the suggestion and I appreciate your efforts, my senior management wants Sophos Support to officially suggest us to do so with assurance that this would rectify the issue, they don't want to take this risk of upgrading and then face something new.

    Just received a call from Sophos Support at 1452HRS IST and susequently mail telling us :

    "This issue is not observed on all appliance even the development team is still trying to re-produce this issue but with no success.
    According to the development team, the Separate Zone wireless network is creating a problem but yet to identify which type of traffic(packet) is creating this problem.
    For another two customers development team suggested removing Separate Zone wireless network and the device has not rebooted after removing the Separate Zone wireless network."

    Next plan of action:

    - Please keep this issue under observation and let me know if auto-reboot occurs again.
    - Further updates expected from the development team by Dec 25, 2020."

    I did as suggested, removed the Guest Wi-Fi Network and Voila! the XG rebooted instantly. my Firewalls average uptime is 24 Hrs without reboot. (Updated Sophos Support in return mail).

    So I'm just awaiting a Green Signal from Sophos Support then..

  • 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

  • 0 in reply to Ranjeet_Singh

    Hello Ranjeet,

    Any Success in you case, I mean any RCA or work around for your case?

  • 0 in reply to Ajay Sharma1

    Hi Ajay,

    The only workaround that worked for us was to delink the HA and delete all the wireless SSID configured in a separate zone.

    The DEV team still working to provide a permanent solution. 

  • 0 in reply to Ranjeet_Singh

    Same here, we were also asked to delete Seperate Wireless Zone and a debug patch is applied

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