Unexpected reboots XG125

Hello Peter,

Thank you for contacting the Sophos Community.

Sorry to hear about your experience with support, would it be possible for you to share the Case ID to investigate further.

Regards,

[Closed] 04907567 / Unexpected reboot 3rd time / ref:_00D301GN6a._5003Z1Mb71p:ref

Hello there,

Thank you for the Case ID.

I can see the calls were made and follow-up emails were sent but there was no further reply from your end, which is why the case got closed after the 3rd try to reach you, in the future if Support Calls and for some reason the call isn’t answered timely, reply to the email asking for a remote session link instead of a call to avoid phone connecting issues from any end.

I have sent an internal email to the manager of the engineer for them to arrange a call/session to keep investigating as I can see in the last email you made the changes they suggested and the issue continued.

Regards,

Hello there,

Thank you for the Case ID.

I can see the calls were made and follow-up emails were sent but there was no further reply from your end, which is why the case got closed after the 3rd try to reach you, in the future if Support Calls and for some reason the call isn’t answered timely, reply to the email asking for a remote session link instead of a call to avoid phone connecting issues from any end.

I have sent an internal email to the manager of the engineer for them to arrange a call/session to keep investigating as I can see in the last email you made the changes they suggested and the issue continued.

Regards,

Today another unexpected reboot at 00:05 CET

And your Reply: is b**: 

I can see the calls were made and follow-up emails were sent but there was no further reply from your end, which is why the case got closed after the 3rd try to reach you, in the future if Support Calls and for some reason the call isn’t answered timely, reply to the email asking for a remote session link instead of a call to avoid phone connecting issues from any end.

I replied on the mail from sophos after I had givven the access id! My reply was: We had another unexpected reboot. Your phone call let it ring 3 times (THREE times!!) - I wasn't fast enough. I tried an email to get the massage: closed!!

Hello there,

Thank you for the feedback.

I see a Reply was made by Support on March 1, March 2, and March 3, but there was no reply to any of the emails, but I do think the call you’re referring to was the one made on March 3 when the call get closed.

Please open a new case, and send me the new Case ID, so I make management aware of the case, also when opening the case refer to the previous open Case 04907567.

Since the issue keeps occurring, I'd recommend you to follow this KB to set up a console connection and start a console logging

Using PuTTY, go to 'Session' - 'Logging.'
Here, select "All session output', and set the file name to a folder and name for later retrieval.
Configure the Serial connection to use the proper COM port on your PC and a Speed of 38400.
Start the session, and log in to ensure it is all proper.
Once logged in, you can leave it there or log out and leave the session at the password prompt. Either way, leave the session active and allow it to capture the output from the next reboot.
Once that reboot occurs, you can end the Serial connection and provide the logs to support further investigation.

Regards,

New Ticket is: 05017085

I've activated PuTTY logging. BTW: we had that too in the past. Beside the reboot lines, there was nothing to find.

Had another issue with one of our XG86: Sophos Central sent email: Appliance started successfully. Appliance said: Uptime 11d ..

BUT: the WAN Port was disconnected (this issue occured in the past with our 3 WAN Ports of the XG125) - nothing was ever fixed by Sophos