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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 in reply to RobertDavis

    Same with my: I'm also running on a Qotom i5.

    Now I noticed there's a new update available: SW-SFOS_17.0.0_GA.SFW-80

    I'm hesitating to upgrade since I don't know if the hanging is solved in this version. Anyone can elaborate?

  • 0 in reply to Maikel van Amelsfort

    Same Problem here. XG230 with 16 all ok .. upgrading to v17 VPN Problems and slow internet with upstream Proxy. 

    Disable IPS, Scan Https and Sandstorm maks is a little bit faster.

     

    Now back on 16.8 all perfect.

     

  • 0 in reply to Christian Binder
    I had a nasty experience with an iPhone and v17. Something wasn't working correctly (IPS?) and blocking traffic. But the iPhone had 'wifi assist' turned on so it silently switched to 4G! I transfered some big files and used my months data allowance in 3 hours. What's best, turning off IPS entirely or downgrading to v16?
  • 0 in reply to hjherron6

    Same problem with IPS. 
    Even with NO rule using it, it eats way too much CPU and must be stopped (XG105 with a 60/30 VDSL access).

    Plus other problems such as: https://community.sophos.com/products/xg-firewall/f/vpn/97773/sfos17ga---broken-failover-group
    Or the "clone" function in IPsec connection not working.

    The problem is not us who should "test" the product before using it in production.
    The problem is the product going GA while it's not working: "failover group" and IPS are basic features and should be properly QAed.

  • 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

    Hi,

    Can you please enable the remote access ID for one of the firewall and PM me the code. I will check the configurations and I would also like to see through the csc.log, tomcat.log, syslog.log and the dropbear.log. Please refer the following articles for more details:

    Sophos Firewall: Where to find log files

    Sophos Firewall: How to enable SSH connection

    Thanks

  • 0 in reply to David Touitou

    I was wondering if it was a beta version... I really was surprised to know this problems didn't show up on their test environments before release.

    The thing is I upgraded hoping it would solve  some strange issues I am facing with previous versions regarding specific scenarios since support was not responsive and didn't solve the issue I am facing regarding specific scenario for two weeks.

    However the newer update is much better. The thing is support is really dodgy. They were good at identifying the problem but the cause they just can't admit it to be bug which is frustrating me and Is the reason why I joined this community.

    I found out that I wasn't the only victim. The issue now is I have a client whom has already started to become dependent on sophos and when they contact support and they don't respond they contact me for support as I was the one that installed the setup.

    I'm talking 1 ho 4 medium branches and 17 reds which 5 of them are not working under transparent mode with static uplinks for God knows whatever reason.

    Support is a hopeless case. Especially in Saudi Arabia. It's like these guys prioritize support for OEMs or know theres lots of issues so the smart guys receiving tickets refuse to support as they know the issue is firmware and it's beyond their control. I don't know I'm just really frustrated with contacting support via their support system.

    I have realized their are active members from the vendor and community in this site and I will be treating the xg like an open source community project from now on in which I will be presenting my cases over here as I see the community is pretty active both from the vendors side and the community.

    Support tickets will be opened just to compare between vendor support and the community.

    So far the community is just simply amazing and I regret not coming here before and contacting support upfront.

    Maybe Sophos needs to look at the example of vyatta and vyos. Just open source it and the community will fix the hell out of it in no time.

  • 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.

  • 0

    Hello.

     

    This issues should now be resolved if you install v17 MR-1 that was released last week. You should find it in your unit or in MySophos portal.

     

    //Rickard

     

  • +1 in reply to RickardNordahl

    Yes. It's resolved indeed. Now the there is almost no to little load on the utm. Not to mention the sudden improvement in internet speeds.

    However I did realize that every website is categorized as uncategorized and the web filter policies aren't working properly b. Did some research and still trying to grasp the difference between wingc and sxl.

    I did not change any configuration. Is the internet speed related to the switch from wingc to sxl?

    My issue might be ISP related but at the same time it was working fine before the upgrade.

    Could anyone please clarify the difference between wingc and sxl in vivid details.