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Web admin console stuck in "Firewall is starting. Please stand by while the system finishes loading"

mh3000

Hi,

We have a Sophos XGS appliance. After a reboot it has been stuck showing this message with a blue background on the browser everytime I try to access to the web admin console:

"Firewall is starting. Please stand by while the system finishes loading. Firewall management and security services willl be available shortly. You will be redirected to the login screen, once starup is complete."

I wouldn't  want to reboot it again beacuse we have a group of email and web servers being accesed from the internet through the firewall and we cant interrupt those operations.

I've tried to SSH access the appliance to check the tomcat service status but I'm not being able to do so either and I'm sure that ssh access was allowed for the LAN zone aswell as webadmin.

I executed on miy PC " telnet <Sophos IP> 22 " and the port seened to be closed.

Since I couldn´t access via SSH I also tried to stablish a serial conection trough a micro USB console cable. But I'm having this other issue to achive that:

https://community.sophos.com/sophos-xg-firewall/f/discussions/132839/unable-to-access-sophos-xgs-with-serial-connection-with-console-cable

Do you have any idea why is this happening?

Can the Sophos Appliance be unexpectedly disabled for webadmin, SSH and console access at the same time?

Also, how can I make sure that the security/protection features have not been affected?

Kindly advice.



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  • 0

    Hello there,

    Thank you for contacting the Sophos Community.

    Is the device configured on Central? You could try to see if you could access it from there.

    I'd recommend you to use Putty to try to access the device either via SSH or the COM console.

    You will lose total access if you misconfigured a DNAT rule, or disable all the access to the device from the Local ACL, but this shouldn't be your case since you were able to do the upgrade through the GU.

    Regards,

     
    Emmanuel (EmmoSophos)
    Technical Team Lead, Global Community Support
    Sophos Support Videos | Product Documentation  |  @SophosSupport  | Sign up for SMS Alerts
    If a post solves your question use the 'Verify Answer' link.
  • 0 in reply to emmosophos

    Hello Emmanuel, 

    Unfortunately, Central management is not configured.

    I am using putty, but It is not granting  me SSH access. I've connected through the COM console, but it is not taking the admin password:

    and now is showing this message:

    "write-error on swap-device"

  • 0 in reply to mh3000

    Hello there,

    It looks like the hard drive or RAID might have failed or are starting to fail

    If you could reboot the device, and check the following logs after that it might confirm, if not possible to access even after restarting and if the device is still under warranty I'd recommend you an RMA.

    csc.log 

    error.log

    syslog.log 

    garner.log 

    Regards,

     
    Emmanuel (EmmoSophos)
    Technical Team Lead, Global Community Support
    Sophos Support Videos | Product Documentation  |  @SophosSupport  | Sign up for SMS Alerts
    If a post solves your question use the 'Verify Answer' link.
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