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Sophos XG firewall CPU reach 100% utilization (Case#04502413)

Dears,

We are facing 100% CPU utilization issue with Sophos XG firewall. We have opened the ticket with Sophos support around 48 hours before and mark case category Critical as my production is affected but surprisingly we didn't received any response yet from Sophos technical support except one email. We don't why their response is very late. Well need help from community to please share their experience, might someone faced this issue previously and guide us to resolve the issue on priority basis

Environment

Sophos XG virtual appliance:

Current Firmware: SFOS 18.5.1 MR-1-Build326

looking for prompt help.

Regards,

Naveed Ali

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0 Ryan Partington over 3 years ago
it's difficult to help with lack of information

try and provide as much as you can, not just answers to my questions:

What have you tried thus far, assuming a reboot - but I shouldn't have to assume

What does top/atop look like
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0 IT Infra3 over 3 years ago in reply to Ryan Partington

Dear Ryan

Thanks for your prompt reply.

Before we were running old firmware so we have upgraded on updated once but no change in CPU utilization.

i have checked process though top (.avd process is consuming much of the process)
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0 Ryan Partington over 3 years ago in reply to IT Infra3

think that's the AV scanning engine. read through this https://community.sophos.com/sophos-xg-firewall/f/discussions/97981/seeing-100-cpu-utilized-from-avd-process-and-a-lot-of-0x-files-in-tmp - maybe manually try stopping the service to confirm, you can then pass that information to support
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0 Hermann Floimayr over 3 years ago

Same problem!
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0 Hermann Floimayr over 3 years ago

I have the same problem. The AVD service needs more than 100% CPU. During this time, the XG blocks the traffic. I have had an open ticket for 4 weeks. We also escalated the ticket. No Answer.
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0 LuCar Toni over 3 years ago in reply to Hermann Floimayr

Can you give us the ticket ID, which is open for 4 weeks?
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0 Hermann Floimayr over 3 years ago in reply to LuCar Toni

04737789
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