XG115 web gui timeout issue

Hello Ricky,

Thank you for contacting the Sophos Community.

Can you share the first 5 digits of the S/N of your new device.

If you SSH into the device and wait for the issue to happen, can you run the following command when it kicks you out( this command is to be run from the advanced shell (5>3).

# csc custom status

And check the logs

/log/apache.log

/log/tomcat.log

Regards,

Here is the output from #csc custom status

=====
Tue Aug 17 11:15:44 2021
Listerner is in UNFREEZED STATE
Freeze INIT wait val : 10
Freeze wait val : 120
Opcode queue len : 50
Service queue len: 50
Freeze INIT timeout : Not effective Freeze timeout : Not effective
HANDLE_STATE_CHANGE OPCODE RUNNING(2) ?:- 0
HA is disabled

Free Workers:
25260
25180
25179
25171
22291
11360
11337
11332
13507
5962
5961
5959
5958
19412
12751
12749

Busy service:

XG115_XN02_SFOS 18.0.5 MR-5-Build586#

=====

Quite often, when I run the command from an SSH session and I have a continuous ping happening in another window, I will simply get this and nothing else.

XG115_XN02_SFOS 18.0.5 MR-5-Build586# csc custom status

=====
Tue Aug 17 11:22:55 2021
Listerner is in UNFREEZED STATE
Freeze INIT wait val : 10
Freeze wait val : 120
Opcode queue len : 50
Service queue len: 50
Freeze INIT timeout : Not effective Freeze timeout : Not effective

*As you can tell, the command never finishes.

The apache.log file is 0 bytes in size and the tomcat.log file is shown here:

XG115_XN02_SFOS 18.0.5 MR-5-Build586# tail tomcat.log
2021-08-17 14:46:43,896:INFO:CSC - Event Bean:{ opCode: getappkey, mode: 0, waitForeResponse: true, requestType: 0, opcodetype: 0, entityId: 39, beanName: null, syncalbe: true, comProtocol: u }
2021-08-17 14:46:43,896:INFO:CSC - Keys in json: ["mode", "___serverport", "___component", "___serverprotocol", "___username", "currentlyloggedinuserip", "___serverip"]
2021-08-17 14:46:43,896:INFO:CSC - final opcode:
opcode getappkey csc/1.0
content-type:json
content-length:189

2021-08-17 14:46:44,412:INFO:HFHelper - X-FROWARDED-FOR: 192.168.70.88
2021-08-17 14:46:44,502:INFO:Captcha Helper - isCaptchaRequired() client is in Zone:5
XG115_XN02_SFOS 18.0.5 MR-5-Build586#

Hello Ricky,

Thank for the logs.

Do you see anything under /var/cores?

When this happens and if later you check the Graphics utilization do you see any gaps at the time this was happening?

Regards,

Hi Ricky Stiles,

Could you please turn off the login disclaimer from Administration > Admin and user settings > Login disclaimer settings and monitor the issue? 

Thanks,

I turned it off so now I'll just wait and see what happens.

There are no files under /var/cores. Also, I do not see any gaps in the graphics for CPU or network utilization for the last 48 hours.

Hello Ricky,

Thank you for the follow-up.

Would it be possible for you to put tomcat in debug mode, this commands are to be run from the Advanced Shell of the XG (5>3)

# touch /log/tomcat_debug

# service tomcat:restart -d -s nosync

And 

# csc custom debug

You won't see any output from this command after you enter it.

To turn off debugging for Tomcat

# rm -rf /log/tomcat_debug

# service tomcat:restart -d -s nosync

To turn off debug for csc

# csc custom debug

Regards,

After running the XG firewall for about 5 hours after entering the tomcat debug commands, the tomcat_debug.log file is 0 bytes.

Here is the output from the command: tail tomcat.log

XG115_XN02_SFOS 18.0.5 MR-5-Build586# tail tomcat.log
2021-08-18 17:06:08,718:DEBUG: - timer
2021-08-18 17:06:11,542:DEBUG: - Time Out con 1
2021-08-18 17:06:11,542:DEBUG: - source 1800000
2021-08-18 17:06:11,542:DEBUG: - dest 1629302771541
2021-08-18 17:06:11,542:DEBUG: - Time Out con 0
2021-08-18 17:06:11,542:DEBUG: - source 1800000
2021-08-18 17:06:11,542:DEBUG: - dest 1629302771541
2021-08-18 17:06:11,542:DEBUG: - IN REMOVE CLOSED CONNECTION
2021-08-18 17:06:11,555:DEBUG: - Connection Pool Size in timer event: 3
2021-08-18 17:06:11,556:DEBUG: - timer
XG115_XN02_SFOS 18.0.5 MR-5-Build586#

Here is the output from the command: head tomcat.log

XG115_XN02_SFOS 18.0.5 MR-5-Build586# head tomcat.log
2021-08-02 22:46:01.033:INFO::main: Logging initialized @33288ms to org.eclipse.jetty.util.log.StdErrLog
2021-08-02 22:46:05.445:INFO:oejs.Server:main: jetty-9.4.15.v20190215; built: 2019-02-15T16:53:49.381Z; git: eb70b240169fcf1abbd86af36482d1c49826fa0b; jvm 1.8.0_242-internal-GA-b242
2021-08-02 22:46:05.732:INFO:oejdp.ScanningAppProvider:main: Deployment monitor [file:///usr/share/jetty/webapps/] at interval 1
2021-08-02 22:46:13.690:WARN:oeja.AnnotationParser:qtp428746855-11: com.sun.jna.AltCallingConvention scanned from multiple locations: jar:file:///usr/share/webconsole/WEB-INF/lib/jna-5.5.0.jar!/com/sun/jna/AltCallingConvention.class, jar:file:///usr/share/webconsole/WEB-INF/lib/jna.jar!/com/sun/jna/AltCallingConvention.class
2021-08-02 22:46:13.691:WARN:oeja.AnnotationParser:qtp428746855-11: com.sun.jna.Callback$UncaughtExceptionHandler scanned from multiple locations: jar:file:///usr/share/webconsole/WEB-INF/lib/jna-5.5.0.jar!/com/sun/jna/Callback$UncaughtExceptionHandler.class, jar:file:///usr/share/webconsole/WEB-INF/lib/jna.jar!/com/sun/jna/Callback$UncaughtExceptionHandler.class
2021-08-02 22:46:13.692:WARN:oeja.AnnotationParser:qtp428746855-11: com.sun.jna.Callback scanned from multiple locations: jar:file:///usr/share/webconsole/WEB-INF/lib/jna-5.5.0.jar!/com/sun/jna/Callback.class, jar:file:///usr/share/webconsole/WEB-INF/lib/jna.jar!/com/sun/jna/Callback.class
2021-08-02 22:46:13.692:WARN:oeja.AnnotationParser:qtp428746855-11: com.sun.jna.CallbackParameterContext scanned from multiple locations: jar:file:///usr/share/webconsole/WEB-INF/lib/jna-5.5.0.jar!/com/sun/jna/CallbackParameterContext.class, jar:file:///usr/share/webconsole/WEB-INF/lib/jna.jar!/com/sun/jna/CallbackParameterContext.class
2021-08-02 22:46:13.693:WARN:oeja.AnnotationParser:qtp428746855-11: com.sun.jna.CallbackProxy scanned from multiple locations: jar:file:///usr/share/webconsole/WEB-INF/lib/jna-5.5.0.jar!/com/sun/jna/CallbackProxy.class, jar:file:///usr/share/webconsole/WEB-INF/lib/jna.jar!/com/sun/jna/CallbackProxy.class
2021-08-02 22:46:13.693:WARN:oeja.AnnotationParser:qtp428746855-11: com.sun.jna.CallbackReference$AttachOptions scanned from multiple locations: jar:file:///usr/share/webconsole/WEB-INF/lib/jna-5.5.0.jar!/com/sun/jna/CallbackReference$AttachOptions.class, jar:file:///usr/share/webconsole/WEB-INF/lib/jna.jar!/com/sun/jna/CallbackReference$AttachOptions.class
2021-08-02 22:46:13.693:WARN:oeja.AnnotationParser:qtp428746855-11: com.sun.jna.CallbackReference$DefaultCallbackProxy scanned from multiple locations: jar:file:///usr/share/webconsole/WEB-INF/lib/jna-5.5.0.jar!/com/sun/jna/CallbackReference$DefaultCallbackProxy.class, jar:file:///usr/share/webconsole/WEB-INF/lib/jna.jar!/com/sun/jna/CallbackReference$DefaultCallbackProxy.class
XG115_XN02_SFOS 18.0.5 MR-5-Build586#

I am also trying to copy some of the log files from the XG device following instructions in KB-000035842 and I continue to receive a permission denied message even though I am logging in via admin. Any ideas?

Hi,

I was given the answer a couple of days ago to a similar issue. Copy the files to /tmp and then chmod -R +rw /tmp/filename then you can copy the file from the XG.

Ian