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XG doesn't function correctly following upgrade - currently on 18.0.1 MR1

SilverL

I am unable to upgrade my XG 330 to 18.0.3 MR3 or 18.0.4 MR4. It is currently on 18.0.1 MR1.

Following an upgrade, all XG functionality to contact Sophos fails, this includes licence checks, firmware checks, pattern checks, etc.

So far I have tried updating in-place, manually downloading the firmware and pattern updates, and more recently, re-imaging the XG with 18.0.3 MR3 and then restoring the latest backup. This also failed, so I had to re-image it back to 18.0.1 MR1 in order to regain functionality.

The relevant errors in the u2d.log are:

DEBUG Dec 27 17:26:35 [8563]: --serial = C330XXXXXXXXXXX
DEBUG Dec 27 17:26:35 [8563]: --deviceid = xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
DEBUG Dec 27 17:26:35 [8563]: --fwversion = 18.0.4.506
DEBUG Dec 27 17:26:35 [8563]: --productcode = CN
DEBUG Dec 27 17:26:35 [8563]: --model = XG330
DEBUG Dec 27 17:26:35 [8563]: --vendor = WP02
DEBUG Dec 27 17:26:35 [8563]: --pkg_ips_version = 3.16.06
DEBUG Dec 27 17:26:35 [8563]: --pkg_ips_cv = 16.0
DEBUG Dec 27 17:26:35 [8563]: --pkg_atp_version = 1.0.0334
DEBUG Dec 27 17:26:35 [8563]: --pkg_atp_cv = 1.00
DEBUG Dec 27 17:26:35 [8563]: --pkg_savi_version = 1.0.16399
DEBUG Dec 27 17:26:35 [8563]: --pkg_savi_cv = 1.00
DEBUG Dec 27 17:26:35 [8563]: --pkg_avira_version = 1.0.412711
DEBUG Dec 27 17:26:35 [8563]: --pkg_avira_cv = 4.00
DEBUG Dec 27 17:26:35 [8563]: --pkg_apfw_version = 11.0.012
DEBUG Dec 27 17:26:35 [8563]: --pkg_apfw_cv = 1.00
DEBUG Dec 27 17:26:35 [8563]: --pkg_sslvpn_version = 0
DEBUG Dec 27 17:26:35 [8563]: --pkg_sslvpn_cv = 1.01
DEBUG Dec 27 17:26:35 [8563]: --pkg_ipsec_version = 2.0.001
DEBUG Dec 27 17:26:35 [8563]: --pkg_ipsec_cv = 1.00
DEBUG Dec 27 17:26:35 [8563]: --pkg_geoip_version = 2.0.001
DEBUG Dec 27 17:26:35 [8563]: --pkg_geoip_cv = 1.00
DEBUG Dec 27 17:26:35 [8563]: --pkg_clientauth_version = 1.0.0019
DEBUG Dec 27 17:26:35 [8563]: --pkg_clientauth_cv = 2.00
DEBUG Dec 27 17:26:35 [8563]: --pkg_redfw_version = 3.0.002
DEBUG Dec 27 17:26:35 [8563]: --pkg_redfw_cv = 2.00
DEBUG Dec 27 17:26:35 [8563]: --oem = Sophos
DEBUG Dec 27 17:26:35 [8563]: --central_mgmt = 1.0
DEBUG Dec 27 17:26:35 [8563]: --server = u2d.sophos.com
DEBUG Dec 27 17:26:35 [8563]: --port = 443
DEBUG Dec 27 17:26:35 [8563]: Added new server : Host - u2d.sophos.com, Port - 443
DEBUG Dec 27 17:26:35 [8563]: Final query string is :
DEBUG Dec 27 17:27:08 [8563]: Response code : 0
DEBUG Dec 27 17:27:08 [8563]: Response body :
DEBUG Dec 27 17:27:08 [8563]: Response length : 0
ERROR Dec 27 17:27:08 [8563]: Response not parsed successfully.
ERROR Dec 27 17:27:08 [8563]: FATAL : Error in parsing response, exiting.

csc.log:

Get Request Mode:27 MIGRATION FILE/MODULE NOT FOUND

og_exec: Failed Command: /bin/ipset -D localserviceset 62

syslog.log:

Dec 27 17:26:27 (none) user.err kernel: [ 219.026717] VH index <50> not found in ipset, returning XT_CONTINUE
Dec 27 17:26:27 (none) user.err kernel: [ 219.026731] VH index <50> not found in ipset, returning XT_CONTINUE
Dec 27 17:26:27 (none) user.err kernel: [ 219.042642] VH index <50> not found in ipset, returning XT_CONTINUE
Dec 27 17:26:27 (none) user.err kernel: [ 219.042654] VH index <50> not found in ipset, returning XT_CONTINUE
Dec 27 17:26:27 (none) user.err kernel: [ 219.349938] VH index <50> not found in ipset, returning XT_CONTINUE
Dec 27 17:26:27 (none) user.err kernel: [ 219.349952] VH index <50> not found in ipset, returning XT_CONTINUE
Dec 27 17:26:28 (none) user.err kernel: [ 220.351219] VH index <50> not found in ipset, returning XT_CONTINUE
Dec 27 17:26:28 (none) user.err kernel: [ 220.351232] VH index <50> not found in ipset, returning XT_CONTINUE

Any help on this would be greatly appreciated, as I am just getting a 'never seen this before' and 'no other customers have this issue' from support.



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Parents
  • 0

    Did you alert the log of u2d.log in any way? Or just the Serial number? 

    It looks like the XG cannot build the string. 

    DEBUG Dec 27 17:26:35 [8563]: Final query string is : 

    Should get a string with everything into it to parse this to the U2d server. 

    Is this appliance registered to the licensing backend? Can you parse the licensing.log? 

    Check the applog.log at this time. 

Reply
  • 0

    Did you alert the log of u2d.log in any way? Or just the Serial number? 

    It looks like the XG cannot build the string. 

    DEBUG Dec 27 17:26:35 [8563]: Final query string is : 

    Should get a string with everything into it to parse this to the U2d server. 

    Is this appliance registered to the licensing backend? Can you parse the licensing.log? 

    Check the applog.log at this time. 

Children
  • 0 in reply to LuCar Toni

    Just the serial number, the final query string is blank in the log in this example, there are other examples where it is not blank e.g.:

    DEBUG Dec 27 17:31:42 [15007]: --serial =C330XXXXXXXXXXX
    DEBUG Dec 27 17:31:42 [15007]: --deviceid =xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
    DEBUG Dec 27 17:31:42 [15007]: --fwversion = 18.0.4.506
    DEBUG Dec 27 17:31:42 [15007]: --productcode = CN
    DEBUG Dec 27 17:31:42 [15007]: --model = XG330
    DEBUG Dec 27 17:31:42 [15007]: --vendor = WP02
    DEBUG Dec 27 17:31:42 [15007]: --pkg_ips_version = 3.16.06
    DEBUG Dec 27 17:31:42 [15007]: --pkg_ips_cv = 16.0
    DEBUG Dec 27 17:31:42 [15007]: --pkg_atp_version = 1.0.0334
    DEBUG Dec 27 17:31:42 [15007]: --pkg_atp_cv = 1.00
    DEBUG Dec 27 17:31:42 [15007]: --pkg_savi_version = 1.0.16399
    DEBUG Dec 27 17:31:42 [15007]: --pkg_savi_cv = 1.00
    DEBUG Dec 27 17:31:42 [15007]: --pkg_avira_version = 1.0.412711
    DEBUG Dec 27 17:31:42 [15007]: --pkg_avira_cv = 4.00
    DEBUG Dec 27 17:31:42 [15007]: --pkg_apfw_version = 11.0.012
    DEBUG Dec 27 17:31:42 [15007]: --pkg_apfw_cv = 1.00
    DEBUG Dec 27 17:31:42 [15007]: --pkg_sslvpn_version = 0
    DEBUG Dec 27 17:31:42 [15007]: --pkg_sslvpn_cv = 1.01
    DEBUG Dec 27 17:31:42 [15007]: --pkg_ipsec_version = 2.0.001
    DEBUG Dec 27 17:31:42 [15007]: --pkg_ipsec_cv = 1.00
    DEBUG Dec 27 17:31:42 [15007]: --pkg_geoip_version = 2.0.001
    DEBUG Dec 27 17:31:42 [15007]: --pkg_geoip_cv = 1.00
    DEBUG Dec 27 17:31:42 [15007]: --pkg_clientauth_version = 1.0.0019
    DEBUG Dec 27 17:31:42 [15007]: --pkg_clientauth_cv = 2.00
    DEBUG Dec 27 17:31:42 [15007]: --pkg_redfw_version = 3.0.002
    DEBUG Dec 27 17:31:42 [15007]: --pkg_redfw_cv = 2.00
    DEBUG Dec 27 17:31:42 [15007]: --oem = Sophos
    DEBUG Dec 27 17:31:42 [15007]: --central_mgmt = 1.0
    DEBUG Dec 27 17:31:42 [15007]: --server = u2d.sophos.com
    DEBUG Dec 27 17:31:42 [15007]: --port = 443
    DEBUG Dec 27 17:31:42 [15007]: Added new server : Host - u2d.sophos.com, Port - 443
    DEBUG Dec 27 17:31:42 [15007]: Final query string is :
    ?&serialkey=C330XXXXXXXXXXX&deviceid=xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx&fwversion=18.0.4.506&productcode=CN&appmodel=XG330&appvendor=WP02&useragent=SF&oem=Sophos&pkg_ips_version=3.16.06&pkg_ips_cv=16.0&pkg_atp_version=1.0.0334&pkg_atp_cv=1.00&pkg_savi_version=1.0.16399&pkg_savi_patch=2&pkg_savi_cv=1.00&pkg_avira_version=1.0.412711&pkg_avira_patch=2&pkg_avira_cv=4.00&pkg_geoip_version=2.0.001&pkg_geoip_cv=1.00&pkg_clientauth_version=1.0.0019&pkg_clientauth_cv=2.00&pkg_apfw_version=11.0.012&pkg_apfw_cv=1.00&pkg_redfw_version=3.0.002&pkg_redfw_cv=2.00&pkg_sslvpn_version=0&pkg_sslvpn_cv=1.01&pkg_ipsec_version=2.0.001&pkg_ipsec_cv=1.00&central_mgmt=1.0
    DEBUG Dec 27 17:31:53 [14698]: Response code : 0
    DEBUG Dec 27 17:31:53 [14698]: Response body :

    DEBUG Dec 27 17:31:53 [14698]: Response length : 0
    ERROR Dec 27 17:31:53 [14698]: Response not parsed successfully.
    ERROR Dec 27 17:31:53 [14698]: FATAL : Error in parsing response, exiting.
    DEBUG Dec 27 17:32:13 [15007]: Response code : 0
    DEBUG Dec 27 17:32:13 [15007]: Response body :

    The appliance is registered to the licensing backend:

    INFO      Jan 03 17:48:07 [4153713664]: license_check : License retrieved...

    INFO      Jan 03 17:48:07 [4153713664]: Received these licenses 107

    applog.log:

    Dec 27 17:31:41 apiInterface:: Deleting Entity and Event for legacy mode base operation
    Dec 27 17:31:41 Request type = 1
    Dec 27 17:31:41 apiInterface:versionsupported: true.
    Dec 27 17:31:41 apiInterface:request mode -> 1649.
    Dec 27 17:31:41 apiInterface:Current ver :::'1800.2'
    Dec 27 17:31:41 apiInterface:entityjson::::::::HASH(0xb066f60)
    Dec 27 17:31:41 Info:: Transaction will not be rolled back for opcode u2d_check_pt_updates. If any operation fails, request is part of multiple request :
    Dec 27 17:31:42 getpublickey success Key: ea74fb2f9b92e310f0b05681172a09bdef61
    Dec 27 17:31:42 opcode:HBAddEacEpRel - processing 1 endpoint relations from request
    Dec 27 17:31:42 opcode:HBAddEacEpRel - perform 1 endpoint upserts
    Dec 27 17:31:42 opcode:HBAddEacEpRel - processing 1 endpoint relations from request
    Dec 27 17:31:42 opcode:HBAddEacEpRel - perform 1 endpoint to appid upserts
    Dec 27 17:31:44 function:hbtrust_response - starting
    Dec 27 17:31:44 function:hbtrust_response - returned with
    Dec 27 17:31:44 function:hbtrust_response - EAGAIN
    Dec 27 17:31:44 opcode:hbtrust_synchronize - failed
    Dec 27 17:31:46 notifyFirmwareUpgrade Function called.
    Dec 27 17:31:50 opcode:poll_for_SSO - failed in polling SSO sessions
    Dec 27 17:31:51 checkaffinity port: <Port11> failed counter: <3>, will retry after <4> minutes
    Dec 27 17:31:55 checkaffinity port: <Port12> failed counter: <3>, will retry after <4> minutes
    Dec 27 17:32:00 opcode:HBAddEacEpRel - processing 1 endpoint relations from request
    Dec 27 17:32:00 opcode:HBAddEacEpRel - perform 1 endpoint upserts
    Dec 27 17:32:00 opcode:HBAddEacEpRel - processing 1 endpoint relations from request
    Dec 27 17:32:00 opcode:HBAddEacEpRel - perform 1 endpoint to appid upserts
    Dec 27 17:32:09 opcode:HBAddEacEpRel - processing 1 endpoint relations from request
    Dec 27 17:32:09 opcode:HBAddEacEpRel - perform 1 endpoint upserts
    Dec 27 17:32:09 opcode:HBAddEacEpRel - processing 1 endpoint relations from request
    Dec 27 17:32:09 opcode:HBAddEacEpRel - perform 1 endpoint to appid upserts
    Dec 27 17:32:13 apiInterface:: Deleting Entity and Event for legacy mode base operation
    Dec 27 17:32:13 Request type = 1
    Dec 27 17:32:13 apiInterface:versionsupported: true.
    Dec 27 17:32:13 apiInterface:request mode -> 557.
    Dec 27 17:32:13 apiInterface:Current ver :::'1800.2'
    Dec 27 17:32:13 apiInterface:entityjson::::::::system::systemgraph=HASH(0xb94a190)
    Dec 27 17:32:13 Info:: Transaction will not be rolled back for opcode garner:get_xml. If any operation fails, request is part of multiple request :
    Dec 27 17:32:13
    Dec 27 17:32:13
    Dec 27 17:32:13
    Dec 27 17:32:13