Sophos XG 135 - Internet stops working for 10-15 mins

Question

Hi all, 
 
 we have a strange problem with daily internet outages that lasts for about 10-15 mins. There is no internet in the office at all during the outage, and no one can connect from the outside. I can see clearly on the graph that internet stopped working. I've tried disabling STAS completely, but it happened again. No logs, no e-mail notifications, and no internet 
 This is driving me and users CRAZY. 
 What is happening with this device ? We have HA config. 
 No answer from support, and no new firmware from December 2020., really ? 
 Any ideas what can I try to disable ? 
 I can disable all security features, but than why we are paying for it ?

emmosophos · Answer

Hello there, 
 Thank you for contacting the Sophos Community. 
 Sorry to hear you&rsquo;re having issues with the device. May know the Case ID you logged with support. 
 What Firmware Version are you running v17 or v18? 
 When this issue happens can you still access the GUI of the XG? 
 
 Can you please submit the following files: 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. 
 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 
 Also if the issue is recurrent, please provide Console Logging: 
 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. 
 Regards,

Sophos XG 135 - Internet stops working for 10-15 mins

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