topic Re: Unexpected Error in Box 9700 CP in Firewall and Security Management

Unexpected Error in Box 9700 CP

Matlu — Sun, 16 Feb 2025 01:44:54 GMT

Hi, guys.

I have a problem with a FW that is a few weeks old installed on a DC.

The machine was configured as SG, but has not yet been 'hooked' to an SMS due to internal customer processes that have delayed this task.

The problem is the following, the equipment was available to access it through HTTPS (Gaia Portal), by a Public IP, but from one moment to another, this has been 'broken', you can no longer access the equipment, the ping does respond, but the FW as such, does not allow us to access it, by HTTPS, and the additional detail is that there is an alert permanently in the same box (FW), the fourth led of the box panel, is permanently flashing red.

We have already physically restarted the FW, and the problem persists.

Any idea how to proceed in this situation?

Thanks for your comments.

Re: Unexpected Error in Box 9700 CP

the_rock — Sun, 16 Feb 2025 01:57:08 GMT

Hey bro,

Here is how I always fix such issues. Not saying it would work for you, but it always did for me. So, you console into it, run halt command, once done, you pull out power plug(s), wait about 30 seconds, plug back in and test.

Hope that helps.

Andy

Re: Unexpected Error in Box 9700 CP

Chris_Atkinson — Sun, 16 Feb 2025 02:38:16 GMT

More information about what you see via Console & LOM would be advantageous

Re: Unexpected Error in Box 9700 CP

the_rock — Sun, 16 Feb 2025 03:32:28 GMT

Also, what @Chris_Atkinson asked would indeed help us. Is it possible to get close up picture of the alarm light?

Andy

Re: Unexpected Error in Box 9700 CP

Matlu — Mon, 17 Feb 2025 12:06:02 GMT

Hello, 🙂

This is the Led that appears alarmed on the box.

The appliance has only one network cable put in the MGMT Interface but the HTTPS access has stopped working (Only the PING responds, as this Interface has a Public IP)

I have not yet tested your last recommendation, I hope to do it today.

I will try also with the use of the LOM port (I suppose it is the other viable option)

A query, this type of alarms in the leds, do you know if they generate error files in some path of GAIA that can be collected for analysis after the solution?

Greetings.

Re: Unexpected Error in Box 9700 CP

the_rock — Mon, 17 Feb 2025 12:18:40 GMT

Sounds good, let us know if that process I mentioned resolves the issue.

Andy

Re: Unexpected Error in Box 9700 CP

Matlu — Mon, 17 Feb 2025 18:32:33 GMT

Hello,

As I have checked, there seems to be a problem with power supply #2.
The other problem is that when the box is rebooted and the management is restored, it seems that the implicit policies block access to the FW both by HTTPS (GAIA PORTAL) and SSH.

[Expert@FW:0]# cpstat os -f power_supply

Power Supply
--------------
|Index|Status|
--------------
| 1|Up |
| 2|Down |
--------------

[Expert@FW:0]#

The FW is not yet “hooked” to an SMS.

A question, is there any way for the FW to keep “permanent” the “fw unloadlocal” until we manage to hook it to a SMS?

Because it is restarting in a recurrent way due to the power supply problem, and that is making that every time that the processes are started again, the implicit policies do not allow us to access it, neither by web nor by ssh.

Thanks for your comments.

Re: Unexpected Error in Box 9700 CP

the_rock — Mon, 17 Feb 2025 18:40:03 GMT

In that case, I would open TAC case to see if RMA can be done.

Andy