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V17 hanging a lot and it's not stable, all my issues fix after return to V16

KhaledMaged

i have 3 Device XG 125 and yesterday morning i have updated 3 devices to V17 and after 3 hours, a lot of issues happened like the following :

 

1- VPN site to site not connection, from the log it say failed ( no more details in log )

2- suddenly when i try to logon to sophos main page , after enter the username and password, it will not login, even no message password is wrong or any message, it just stuck ( fix by hard restart, then it appear 2 time more then fix by hard restart)

3- it's not responding to SSH, mean i enter username and password and i choose to restart or shutdown but, nothing happened 

4- after restarting then login to firmware page to check the current version, it will stuck and nothing appear

 

 

all of this issues appear in all of my XG ( 3 devices in 3 different location ), and all working back normally after back again to firmware 16, so is 17 tested or not ? i'm always doing update for the new firmware and no issue at all, this the 1st time, and this effect my organization for 2 hours, 

 

and can any one advice me the following :

1- is there any support hotline of sophos in UAE?

2- what is benefit of having Enhanced Support, and what different between it and Enhanced plus Support ?

3- what is the backup solution you can advice if one device (hardware or software failed ) ?

 



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  • 0

    Hi  

    We have no issue's reported with XG-V17, Please do contact our Technical Support Toll Free: 1-888-767-4679 , International: 1-781-494-5800 our engineers are available around the clock to assist you.

    We would require the access of the device so that we can test it internally and see what could be causing the issue's you have reported. The best way to proceed further would be to have one of our engineers to have the devices checked. If you have already created a ticket, please DM the case number so that we could expedite it for quicker resolution.

  • 0 in reply to Gowtham Mani

    I confirm that snort was acting like parasite under the hood. Before v17 and after updating it to the new fix it is fine.

    At the office we are running latest v16 on an xg85. Cpu utilization and ram are already loaded which is expected due to the hardware limitations. However I wonder what will happen if I did the upgrade... Lol

    Give me a week. I have an XG 430 deployed in a production environment with almost 500 users.

    So far the hang and internet issue are solved by just upgrading but God knows what kind of complaints I will get with this new firmware through out the week.

    Will be presenting my cases here from now on as I give up on contacting support. It's just a hopeless case.

    This xg is a nightmare but it's improving. I hope this nightmare ends quick because I honestly havnt been sleeping well ever since I've deployed the XG 430. Most our clients did the upgrade and not all are facing the same issue perhaps because they are running it on small environments with no complex scenarios.

    Thankfully  the newer release resolved some issues.

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  • 0 in reply to Gowtham Mani

    I confirm that snort was acting like parasite under the hood. Before v17 and after updating it to the new fix it is fine.

    At the office we are running latest v16 on an xg85. Cpu utilization and ram are already loaded which is expected due to the hardware limitations. However I wonder what will happen if I did the upgrade... Lol

    Give me a week. I have an XG 430 deployed in a production environment with almost 500 users.

    So far the hang and internet issue are solved by just upgrading but God knows what kind of complaints I will get with this new firmware through out the week.

    Will be presenting my cases here from now on as I give up on contacting support. It's just a hopeless case.

    This xg is a nightmare but it's improving. I hope this nightmare ends quick because I honestly havnt been sleeping well ever since I've deployed the XG 430. Most our clients did the upgrade and not all are facing the same issue perhaps because they are running it on small environments with no complex scenarios.

    Thankfully  the newer release resolved some issues.

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