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Also problem rebooting XG330 with SFOS18.0.3 MR-3

Erik Oord

Hello,

We also having problems randomly rebooting XG330 with SFOS18.0.3 MR-3.

This happens in HA and Standalone setting.

No help from Sophos so far.

Does anybody already have a work around?

Restarting 2 a 3 times a day.

Thanks



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  • 0

    Hello Erik,

    Thank you for contacting the Sophos Community!

    If you have a Case ID, could you please share it with me, so I can follow-up on the case.

    Do you see anything in the following logs;

    csc.log, applog.log, syslog.log, msync.log and networkd.log, memory and CPU graph?

    Would it be possible for you to save the console logging?

    You will need a direct console/serial connection to the device: 

    Note: Be sure that the computer in question does not go into Standby or Hibernate while logging.

    Using PuTTY, go to 'Session' - 'Logging.'
    Here, select "All session output', and set the file name to a folder and name for later retrieval.
    Configure the Serial connection to use the proper COM port on your PC and a Speed of 38400.
    Start the session, and log in to ensure it is all proper.
    Once logged in, you can leave it there or log out and leave the session at the password prompt. Either way, leave the session active and allow it to capture the output from the next reboot.
    Once that reboot occurs, you can end the Serial connection and provide the logs to support further investigation.

    Regards,

  • 0

    Hello,

    The case number is 03363414.

    Thanks for your help!

  • 0 in reply to Erik Oord

    Hello Erik,

    Thank you for the Case ID, I have left a note in the case.

    I have also enabled, FTP credentials, please upload the logs requested above to the FTP.

    Regards,

  • 0

    Hello,

    we have we have exactly the same problem with XG330 SFOS18.0.3 MR-3.

    Restart 1-2 times a day.

    Is there any new information to fix the problem?

    Thanks

  • 0

    Hello Nico,

    Unfortunately we are still waiting for a Sophos engineer to fix this problem.

    No fix so far and contact and support is very bad so far from Sophos.

    We escalated by sevaral persons, but still poor support.

  • 0 in reply to Erik Oord

    Hello Erik,

    It seems like your last interaction was yesterday, but a couple of days ago the engineer found what might be pointing to an issue with DHCP relay.

    Seems your client has removed the DHCP relay and created a new DHCP pool in the XG, and you are monitoring at the moment.

    Regards,