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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,

Reply
  • 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,

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