XG115W daily crashes after v18 MR5 upgrade Build 586

Hello Brent,

Thank you for contacting the Sophos Community, sorry to hear you are having issues with your device.

If you have a case open with Support could you please share the Case ID with me, so I can follow up, if you haven't please open one and share the Case ID with me.

Can you please submit the following files:

csc.log, applog.log, syslog.log, msync.log and networkd.log

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

Note: If disabling Firewall Acceleration, does temporarily resolve the problem, this still needs to be investigated. 

I'd also suggest you set up a console connection to capture the next restart event if it ever happens. 

Regards,

It looks like the logs might be too large to attach.

How can I submit them?

Hello Brent,

Thank you for the screenshots and some info on the Logs.

You can upload the files to our FTP, you should be able to see the FTP Credentials in the case now.

I also left a note for the engineer to check, but if you could just update the ticket with the REVision number of your appliance, that should help.

Regards,

Uploaded the logs. It looks like one of them kept running while the others all stopped during the outage. So it wasn't entirely crashed... just mostly crashed. 

I don't know the REV #, I need to get that of the chassis right?

Hello Brent,

Thank you for the follow-up.

You can click the link I added on the previous Post, it is on Blue letters "Revision number of your appliance" you just need the first  6 letters of the S/N of your device to find it the REV on that KB, or yes on the device itself you can find it.

Regards,

Thanks, I didn't notice that was a link....  IT is a REV 3 and I added that to the ticket! 

Thanks, I didn't notice that was a link....  IT is a REV 3 and I added that to the ticket!