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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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  • 0

    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,

  • 0 in reply to emmosophos

    Hello emmosophos,

    thanks for reaching out to me. The firewall is now running for a few days without a issue. If the error reoccurs, I'll follow your advice collect the logs and capture the putty output of the next reboot. 
    Thanks for your help!

  • 0 in reply to roboo

    Hello Roboo,

    Thank you for the follow-up!

    I hope the issue doesn't happen again, if it does please update me.

    Regards,

  • 0 in reply to roboo

    also had some HA failovers out of the blue and "High available" means here that we had outage of 15 min on XG106.

    Also had 2 complete HA failures on XG430 where support said they could not find the issue because HA debug logging was'nt enabled. So you better open a case and ask for debug settings before it happens again.

    Just like me: case 03256533 opened on 21.10, last reply from Sophos: 23.10 - case still open.

  • 0 in reply to LHerzog

    Hello LHerzog,

    I have flagged your case with Management, let me know if you don't hear by Wednesday.

    Regards,

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