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XG115 web gui timeout issue

Ricky Stiles

I received a replacement XG115 device from Sophos (old v2 from 2018) as the old one failed and it seems to have an issue. I restored the backup fine and it seems to pass traffic ok (will know more tomorrow when users are in the office) but the web interface seems to time out. So, for example, I will log in to the web gui (port 4444) and browse through the different sections/tabs. However, if I stop on a page to examine something for a minute or two, when I try and go to a different page, I just get a spinning wheel forever and the page requested never loads. It is not the Webadmin Timeout value as I tried disabling that and setting it to a large number with no affect.

Anybody have any ideas what could be happening and why....



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  • 0

    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,

  • 0 in reply to emmosophos

    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#

  • 0 in reply to Ricky Stiles

    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,

  • FormerMember
    0 FormerMember in reply to Ricky Stiles

    Hi ,

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

    Thanks,

  • 0 in reply to FormerMember

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

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