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Extended Debuging RED60 needed

juergenb52

Hi,

i have a lot of problems with RED60 devices loosing the connection to XG 17.5.14-1 or XG 18.0.3
I have a case open since 12.12.2020 and Sophos has no one to fix this (03440168).

Is there any way to enable a enhanced debuging logging for the traffic or the RED60 device?

I would like to get more detailed logs.

Problem:

After a while the RED60 looses the connection and no VPN Traffic is possible.

All Clients behind RED 60 have no traffic to Head Office.

Thanks

Jürgen



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  • FormerMember
    0 FormerMember

    Hi ,

    We apologize for any inconvenience you have experienced with the support case. I added an internal note to your case. 

    However, can you provide the red logs from the firewall around the time it disconnects? Also, can you check if there is any red firmware update pending on the firewall? 

    You can check the red firmware version from the console by running the following command, look for the RED firmware.

    console> system diagnostics show version-info

    Thanks,

  • 0

    You could start to investigate the XG end and dump the traffic in a ring buffer dump.

    https://superuser.com/questions/904786/tcpdump-rotate-capture-files-using-g-w-and-c

    It will dump everything coming from the RED WAN IP. If the downtime occurs, you can verify, if the packets are arriving on XG end or not. 

    Its a lot of work and in the end, it could be a ISP issue with your ISP on XG or RED end. 

    In case of a downtime, you could also check for the WAN ip of RED and check, if this IP is sending something at all or not. 

  • 0 in reply to LuCar Toni

    Hi,

    i have the debugging information for the RED60 with an USB FAT32 Stick up and running for a while behind a VDSL Connection.
    But i think the RED60 failed if it´s used at an puplic / static IP Connection (public exposed).

    I will switch to a second XG 125.