Thread Info
  • State Not Answered
  • Locked Locked
  • Replies 7 replies
  • Subscribers 3 subscribers
  • Views 3216 views
  • Users 0 members are here
Options
Suggested
This discussion has been locked.
You can no longer post new replies to this discussion. If you have a question you can start a new discussion

How to troubleshoot lock up.

Jeff x
I have been using Sophos Home UTM for about a year and have not encountered any major issues until I recently updated to 9.201-23.
 
Symptoms:
- Loose Internet connectivity
- Cannot access or ping the UTM device
- Lights are still on UTM device 
 
I do not know where to begin troubleshooting. I don't know if it's a config issue, the latest build or a hardware issue.
 
I have to push the power button on the unit to shutdown. No set interval of time for the lockups. It runs just fine until it locks up again. I have not changed the config so I don't think that is the cause.
 
Where do I begin troubleshooting?


This thread was automatically locked due to age.
  • 0
    Anything on the console?  Anything in the logs?

    What is the hardware?

    Have you checked the beta forum? Some beta bugs persist in the release
  • 0 in reply to teched_01
    I have the UTM installed on a new HP box with i5 processor, 4GB ram and Intel NICs.

    The console has the login prompt and I can login but I don't  know what to do after login [:)]

    What logs should I check and what am I looking for?

    I'll take a look at the beta forum as well.

    Thanks!

    --------------------------------------------------------------------
    Sophos UTM 9.714-4 - Home User
    Currently testing VM on i3-9100 @ 3.60 GHz
    16 GB RAM
    Dell Optiplex XE
    Intel Core 2 Duo CPU E8600 @ 3.33GHz
    8GB RAM
    --------------------------------------------------------------------

  • 0
    I just checked the logs and see that I started getting the following continuously repeated in the Kernel Messages log (Same day I accepted the 9.201-23 update):
     

     
    ...
     
     
    2014:05:16-06:11:17 gateway kernel: [  123.326012] hwinfo: vm86 mode not 
    supported on 64 bit kernel
     
     
    2014:05:16-06:16:31 gateway kernel: [  436.680714] e1000e 0000:00:19.0 eth0: 
    Detected Hardware Unit Hang:
     
     
    2014:05:16-06:16:31 gateway kernel: [  436.680714]   TDH                  

     
     
    2014:05:16-06:16:31 gateway kernel: [  436.680714]   TDT                  

     
     
    2014:05:16-06:16:31 gateway kernel: [  436.680714]   next_to_use          

     
     
    2014:05:16-06:16:31 gateway kernel: [  436.680714]   next_to_clean        

     
     
    2014:05:16-06:16:31 gateway kernel: [  436.680714] 
    buffer_info[next_to_clean]:
     
     
    2014:05:16-06:16:31 gateway kernel: [  436.680714]   time_stamp           

     
     
    2014:05:16-06:16:31 gateway kernel: [  436.680714]   next_to_watch        

     
     
    2014:05:16-06:16:31 gateway kernel: [  436.680714]   jiffies              

     
     
    2014:05:16-06:16:31 gateway kernel: [  436.680714]   next_to_watch.status 

     
     
    2014:05:16-06:16:31 gateway kernel: [  436.680714] MAC Status             

     
     
    2014:05:16-06:16:31 gateway kernel: [  436.680714] PHY Status             

     
     
    2014:05:16-06:16:31 gateway kernel: [  436.680714] PHY 1000BASE-T Status  

     
     
    2014:05:16-06:16:31 gateway kernel: [  436.680714] PHY Extended Status    

     
     
    2014:05:16-06:16:31 gateway kernel: [  436.680714] PCI Status             

     
     
    2014:05:16-06:16:33 gateway kernel: [  438.680096] e1000e 0000:00:19.0 eth0: 
    Detected Hardware Unit Hang:
     
     
    2014:05:16-06:16:33 gateway kernel: [  438.680096]   TDH                  

     
     
    2014:05:16-06:16:33 gateway kernel: [  438.680096]   TDT                  

     
     
    2014:05:16-06:16:33 gateway kernel: [  438.680096]   next_to_use          

     
     
    2014:05:16-06:16:33 gateway kernel: [  438.680096]   next_to_clean        

     
     
    2014:05:16-06:16:33 gateway kernel: [  438.680096] 
    buffer_info[next_to_clean]:
     
     
    2014:05:16-06:16:33 gateway kernel: [  438.680096]   time_stamp           

     
     
    2014:05:16-06:16:33 gateway kernel: [  438.680096]   next_to_watch        

     
     
    2014:05:16-06:16:33 gateway kernel: [  438.680096]   jiffies              

     
     
    2014:05:16-06:16:33 gateway kernel: [  438.680096]   next_to_watch.status 

     
     
    2014:05:16-06:16:33 gateway kernel: [  438.680096] MAC Status             

     
     
    2014:05:16-06:16:33 gateway kernel: [  438.680096] PHY Status             

     
     
    2014:05:16-06:16:33 gateway kernel: [  438.680096] PHY 1000BASE-T Status  

     
     
    2014:05:16-06:16:33 gateway kernel: [  438.680096] PHY Extended Status    

     
     
    2014:05:16-06:16:33 gateway kernel: [  438.680096] PCI Status             

     
     
    2014:05:16-06:16:35 gateway kernel: [  440.679608] e1000e 0000:00:19.0 eth0: 
    Detected Hardware Unit Hang:
     
     
    ...

    --------------------------------------------------------------------
    Sophos UTM 9.714-4 - Home User
    Currently testing VM on i3-9100 @ 3.60 GHz
    16 GB RAM
    Dell Optiplex XE
    Intel Core 2 Duo CPU E8600 @ 3.33GHz
    8GB RAM
    --------------------------------------------------------------------

  • 0
    You'll find a few threads related to e1000e hanging throughout the forum (search: e1000e).
  • 0
    The NIC in question: eth0, Intel 82579LM [8086:1502] (rev 04).
     
    I have another port (eth1, 82571EB) available in the box so I have switched from eth0 to eth1. I will see if that is a viable workaround.
     
    After reading through some other posts, it seems this was fixed in 9.1x. and not supposed to be an issue in 9.2x but I went through my archived logs and I never encountered this error until the day I updated to 9.201-23.

    --------------------------------------------------------------------
    Sophos UTM 9.714-4 - Home User
    Currently testing VM on i3-9100 @ 3.60 GHz
    16 GB RAM
    Dell Optiplex XE
    Intel Core 2 Duo CPU E8600 @ 3.33GHz
    8GB RAM
    --------------------------------------------------------------------

  • 0
    Hi, it's a known issue in 9.2xx with at least some Intel NICs.

    Barry
  • 0
    I just took a peek at the logs, again, and see that I still get some of those same entries in the log even though I switched to a different Intel NIC. Not getting as many but several times a day. Didn't get any the first day I switched the NICs. Other issues too. Think I'm gonna try and downgrade back to 9.1 since I had zero detected issues with that version.

    --------------------------------------------------------------------
    Sophos UTM 9.714-4 - Home User
    Currently testing VM on i3-9100 @ 3.60 GHz
    16 GB RAM
    Dell Optiplex XE
    Intel Core 2 Duo CPU E8600 @ 3.33GHz
    8GB RAM
    --------------------------------------------------------------------

Cookie Information Banner