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intermittent firewall connection

Jeff Co

Hi,

We recently deployed a brand new Sophos XG115W with the latest firmware SFOS 18.0.3 MR-3 but for some reason everyday the customer has to reboot the firewall and connection will be restored. I checked the events and nothing shows up except the attached screen capture

Sophos support really slow in responding and not a good impact for a new sophos admin like me. This is the first time our team decides to use Sophos for Customers.

Thanks

Jeff



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Top Replies

  • in reply to LuCar Toni +1 suggested

    Ok Sophos support called me yesterday (finally!) and only to find out that this model XG115W has a known issue and the 2nd support was more knowledgeable of this product. He said that the previous tech shouldn't performed any troubleshooting since this model is known to be defective and had to be recalled. The 2nd tech proceeded with RMA. 

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  • 0

    Do you have a Display at hand, which the customer can plug in before rebooting the appliance? 

    So we can better understand, why the appliance hangs. 

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  • 0 in reply to LuCar Toni

    No, the thing is prior to rebooting the device, it still has power/lights on it. FYI, it happened again this morning and they had to reboot to restore the connection. What's frustrating is, this community responds faster than the support/tickets. 

  • 0 in reply to Jeff Co

    You should get a display to this device. Because the power LED etc could be on but the appliance could hang in a Boot loop or something like that. 

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  • 0 in reply to Jeff Co

    You should get a display to this device. Because the power LED etc could be on but the appliance could hang in a Boot loop or something like that. 

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