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XG Firewall 135 v18.0.3 MR-3 halting completly - no traffic passing - no connection via ssh or https

roboo

Hello, 

we are currently running a active/passive cluster of two XG 135 with the Version v18.0.3 MR-3 we already experienced two times that the firewall halted completly without traffic passing and there is no possiblity to connect to it via ssh or https. On the Switch side the ports are still shown as up. The only solution is to reboot the firewalls by disconnecting them from the powersupply.

Is this a known issue? Did somebody already had this problem? Is this problem solved with the new Version or is it a v18 problem in general? 

Thanks in advance. 



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  • +1 suggested

    Hello Roboo,

    Thank you for contacting the Sophos Community!

    Please open a case with support and provide me with the Case ID.

    Please provide the following logs and the time you noticed the issue started 

     csc.log, applog.log, syslog.log, msync.log and networkd.log

     If possible, memory and CPU graph and all this detail with exact date and time when issue observed.

    Additionally to this 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,

    Jump to answer
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  • 0

    Hi Robo, we have the same issue since v18 update - happened 2 or 3 times since upgrading our Active/Active 430's.  Sophos advised initially it was a flood on HA interface port 3 but we negated that as per instruction and it's just happened again around 12:30uk time..  The cluster appears to drop completely and reboot - it then hangs on 'starting firewall' on the web interface (no ssh available) and need a reboot to clear. Will be speaking to support and let you know what we find.

  • 0 in reply to Michael Coyle

    Thanks for the reply. We are gonna update the firmaware to the current firmware version. If we encounter the same problem again we'll also contact the support directly. I'll also update my current status of the problem in this post.

  • 0 in reply to roboo

    Hi Robo, I'm hopefully going to get feedback later today as spent a couple of hours with sophos engineer looking at the devices yesterday.. You mentioned the ports were active - could you connect to the web interface at all, did you see the same as ours, with the 'starting firewall' screen? 

  • 0 in reply to Michael Coyle

    Hello Michael, sorry for the late reply. I couldn't see the starting web interface. It just could not connect and timed out. 

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