Firewall XG-115w not reachable per LAN, WAN and WLAN

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  emmosophos over 5 years ago +2 suggested

  Hello Christian,

  Thank you for contacting the Sophos Community.

  Could you share the Case ID you open with support?

  Since this is the second time it is happening, you would need to open a new case, when opening the new case please share the following:

  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.

  To run this commands you need to access the Advanced Shell of the XG using Putty and pressing 5 > 3

  • less applog.log | grep "Tainted"
    grep "NMI" syslog.log
    grep "pkt_vma_close+0xc" -B20 syslog.log | grep -E "stuck|spin_lock" | wc -l
    grep "pkt_vma_close+0xa" -B20 syslog.log | grep -E "stuck|spin_lock" | tail -12

  
  If you have any log under

  • /var/cores

  please submit the output of the command.
  Also the output of this command:  

  • grep 'NMI\|backtrace' /log/syslog.log

  
  Additionally please run the following command, to disable Firewall-Acceleration and monitor if the issue happens again.

  • 
    console> system firewall-acceleration disable

  
  To see if the Firewall Acceleration is enabled, please run

  • console> system firewall-acceleration show

  Additionally to this, you’ll need a direct console/serial connection to the device.

  Note: Be sure that the computer in question does not go into Standby or Hibernate while logging.

  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.

  Also, can you share the S/N Prefix of your current XG device, only the first letter, and first 5 numbers.

  Regards,
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