topic Re: CP 6200Plus R80.40 JHA 156 - red flashing of the ALARM LED after update in Firewall and Security Management

CP 6200Plus R80.40 JHA 156 - red flashing of the ALARM LED after update

GianniPapetti — Sat, 02 Apr 2022 11:13:07 GMT

Hi Checkmates!

Yesterday I applied the update from version R80.40 JHA take 139 to version R80.40 JHA take 156 for the pair of 6200 Plus gateways that supply the ClusterXL system. I was surprised by the long time spent updating, so much so that I wanted to check for any error messages by accessing the virtualized console via LOM.

During the upgrade phase, I was unable to access the LOM web interface and had to wait for the update activities to finish to access the LOM console.

After the update, I noticed on the front panel of both gateways the intermittent red flashing of the ALARM LED.

I'm sure the LEDs weren't flashing before the update!

Everything is working as expected, checks carried out through the appliance health check function do not detect anything abnormal. Opened i TAC CASE and was instructed to run a Hardware Diagnostic Tool diagnosis... even if i'm quite confident is an update issue.

Have you ever had a similar case? In order to avoid having to stop the machines and access via the physical console, do you think it is possible to restart a node and start the diagnostic software via LOM virtualized console (obviously after generating the boot pen drive)?

Best regards and thanks for your feedback,

Gianni.

Re: CP 6200Plus R80.40 JHA 156 - red flashing of the ALARM LED after update

the_rock — Sat, 02 Apr 2022 12:28:00 GMT

Hm, thats tricky issue...are you able to uninstall new jumbo and see if problem is there after the reboot?

Andy

Re: CP 6200Plus R80.40 JHA 156 - red flashing of the ALARM LED after update

Chris_Atkinson — Sat, 02 Apr 2022 13:35:59 GMT

Does anything unexpected show in the hardware health section of the GAiA portal for either appliance?

Re: CP 6200Plus R80.40 JHA 156 - red flashing of the ALARM LED after update

GianniPapetti — Sat, 02 Apr 2022 15:23:21 GMT

Everything is fine

Re: CP 6200Plus R80.40 JHA 156 - red flashing of the ALARM LED after update

sharonab — Sun, 03 Apr 2022 07:43:08 GMT

the above output is from lom unless i am mistaken and not gaia ,

lom sensors and gaia are somewhat different ,

gaia bases activation of it's led on the result of "show sysenv all" command ,

please show output of command (e.g. of possible cause that cannot be seen in lom, bios might have moved to secondary , which might also explain the time it took for upgrade to finish and possibly lom access issue)

Re: CP 6200Plus R80.40 JHA 156 - red flashing of the ALARM LED after update

GianniPapetti — Sun, 03 Apr 2022 08:02:56 GMT

you got it!

Re: CP 6200Plus R80.40 JHA 156 - red flashing of the ALARM LED after update

sharonab — Sun, 03 Apr 2022 08:20:36 GMT

Bios value is invalid , this is what is causing the alarm , i will check with HW team if they wish to read why this machine moved to secondary bios

Re: CP 6200Plus R80.40 JHA 156 - red flashing of the ALARM LED after update

GianniPapetti — Sun, 03 Apr 2022 08:24:13 GMT

The weird thing is that both gateway have invalid bios; i'll suggest command output to TAC.

Best regards,

Gianni.

Re: CP 6200Plus R80.40 JHA 156 - red flashing of the ALARM LED after update

Chris_Atkinson — Sun, 03 Apr 2022 11:44:45 GMT

Please refer to sk108517 further to the above.

Re: CP 6200Plus R80.40 JHA 156 - red flashing of the ALARM LED after update

Dolev — Sun, 03 Apr 2022 12:43:52 GMT

Hi,

Following Sharon's comments, can you kindly open SR with TAC and provide here the SR #?

We will contact you offline with some troubleshooting steps and mitigation to address that error

Regards,

Dolev

Re: CP 6200Plus R80.40 JHA 156 - red flashing of the ALARM LED after update

GianniPapetti — Sun, 03 Apr 2022 12:48:21 GMT

Thank guys for your support!

This is the SR number SR#6-0003221846

Gianni.

Re: CP 6200Plus R80.40 JHA 156 - red flashing of the ALARM LED after update

GianniPapetti — Sun, 03 Apr 2022 13:05:25 GMT

for sure SR#6-0003221846

Re: CP 6200Plus R80.40 JHA 156 - red flashing of the ALARM LED after update

the_rock — Sun, 03 Apr 2022 17:53:10 GMT

Keep us posted please how it gets solved, I would really like to know.

Cheers,

Andy

Re: CP 6200Plus R80.40 JHA 156 - red flashing of the ALARM LED after update

GianniPapetti — Mon, 04 Apr 2022 13:40:46 GMT

Hi there, I am really upset with this case.

Checkpoint will proceed with RMA of both devices.
Excellent Easter holidays are expected 😞

Thanks u all,

Gianni.

Re: CP 6200Plus R80.40 JHA 156 - red flashing of the ALARM LED after update

the_rock — Mon, 04 Apr 2022 14:03:48 GMT

But wait...why RMA if boxes are working properly? Can you ask them if there is any way to clear that message without RMA-ing the devices?

Re: CP 6200Plus R80.40 JHA 156 - red flashing of the ALARM LED after update

Dolev — Mon, 04 Apr 2022 14:12:44 GMT

Hi,

Seems like my request was not yet received by the case owner, please hold with that - No need to RMA at this point.

Regards,

Dolev

Re: CP 6200Plus R80.40 JHA 156 - red flashing of the ALARM LED after update

GianniPapetti — Mon, 04 Apr 2022 14:42:33 GMT

I asked exactly what you asked for;

As TAC said:

You can try by totally powering down the appliance to see if the bio error would clear. If it's not clear, we would need to RMA the device.

Re: CP 6200Plus R80.40 JHA 156 - red flashing of the ALARM LED after update

Dolev — Mon, 04 Apr 2022 15:30:39 GMT

@the_rock , @GianniPapetti

There is an official SK that recommend to RMA the unit upon seeing this errors.

At this point, after power cycle the unit will boot with primary BIOS and therefore you will not see the errors; however we will not be able to investigate the cause.

The unit is fully functional, and shouldn't be RMAed, the SR will be assigned to the relevant team and shortly we will arrange a session with RnD primes for an investigation.

We appreciate you cooperation and I'll personally explain the situation better over the session.

Re: CP 6200Plus R80.40 JHA 156 - red flashing of the ALARM LED after update

the_rock — Mon, 04 Apr 2022 15:32:59 GMT

Re-reading the whole post again, it certainly seems like somewhat difficult issue to investigate, thats for sure. Lets hope that @GianniPapetti wont have to RMA the boxes.

Re: CP 6200Plus R80.40 JHA 156 - red flashing of the ALARM LED after update

GianniPapetti — Mon, 04 Apr 2022 17:21:11 GMT

Sure, let's hope for the best.
We await further investigations, i'll be more confident with BIOS redundancy.

Gianni