topic Re: 1550 Appliance unexpected reboots in Spark Firewall (SMB)

1550 Appliance unexpected reboots

BLD — Tue, 07 Jan 2020 06:54:44 GMT

Hi.

We have had the appliance for a few weeks.

In the past 5 days our notification logs show 3 "unexpected reboot" notices. We have had no power or other issues in our site. How can we get more information to find the cause of these reboots? We have found nothing in the logs. Do logs survive a reboot?

Firmaware version is R80.20 (992000668)

Thanks.

Re: 1550 Appliance unexpected reboots

G_W_Albrecht — Tue, 07 Jan 2020 10:36:30 GMT

If you use the 1500 as locally managed and without a external Log server, you can only save the Security Logs to a SD card and a snapshot of the System Logs to the flash disk in regular intervals (set it to 30mins). This should give you System Logs for 30mins before the reboot.

And you should consult sk96189 How to debug random reboot issues on 600/700/900/1100/1200R/1400 Locally or Centrally Managed appliance

Re: 1550 Appliance unexpected reboots

HristoGrigorov — Tue, 07 Jan 2020 10:58:16 GMT

Don't know if it is valid for 1500 series but on 1400 kernel panics are saved in /logs directory and they often give a clue what went wrong.

Best way however is to involve TAC and let them debug it for you.

Re: 1550 Appliance unexpected reboots

BLD — Tue, 07 Jan 2020 13:23:00 GMT

Thanks!

The sk just suggests to change ips mode to something less strict and the additional instructions are not meant for an embedded management unit, it seems.

So for now I will set up an external log server and capture more information.

Regards!

Re: 1550 Appliance unexpected reboots

G_W_Albrecht — Tue, 07 Jan 2020 13:43:51 GMT

All instructions from sk96189 are meant for SMB - no matter how managed... I would do as shown here to get debug level information that is not generated otherwise! Next step had been installing a debug firmware in older times.

To set up an external log server and capture more information is a good idea, but is limited as it shows all System Log levels except for the debug level..

Re: 1550 Appliance unexpected reboots

BLD — Wed, 08 Jan 2020 14:00:26 GMT

Right. Thanks for correction!

Will do both then, and get back to this thread when I get some more data.

Regards.

Re: 1550 Appliance unexpected reboots

G_W_Albrecht — Wed, 08 Jan 2020 14:04:08 GMT

The collected Debug data is meant for CP TAC - so open a ticket and let them look at it...

Re: 1550 Appliance unexpected reboots

Chris_Atkinson — Wed, 08 Jan 2020 15:23:00 GMT

Note there is also a new firmware version available for the 1500 series, please see sk163612 for details.

Re: 1550 Appliance unexpected reboots

John_Fleming — Sun, 12 Jan 2020 18:59:16 GMT

I'm noticing the same. Kernel crash info in stored in /logs/.

# ls -l vmcore*
-rw-r--r-- 1 root root 129286 Dec 31 1969 vmcore-dmesg.2019-12-30-11-28-59
-rw-r--r-- 1 root root 130467 Dec 31 1969 vmcore-dmesg.2019-12-31-13-52-16

Im upgrading to R80.20.01 to see what happens. I'll follow up with a ticket if it happens again.

Re: 1550 Appliance unexpected reboots

BorisL — Mon, 13 Jan 2020 05:46:30 GMT

We upgraded to R80.20.01 firmware. But too soon to tell if unexpected reboots still happen.

We have also tried to start the 1550 in debug mode as per sk96189 but device freezes up. We have opened a case with CP TAC for this.

Re: 1550 Appliance unexpected reboots

BLD — Fri, 17 Jan 2020 06:50:28 GMT

Hi.

With firmware R80.20.01, when attempting to boot in debug mode as per sk96189, the device freezes up. Only way to recover is manually turning off and back on. We have reported it to TAC.

Has anybody else experienced this problem?

Re: 1550 Appliance unexpected reboots

HristoGrigorov — Fri, 17 Jan 2020 06:55:06 GMT

You can invest in one of these until firmware is stabilized 🙂

http://www.elexim.com/producten.php?p=152&SESID=qqruk3i0v89hokv94pvntj7vk4

Re: 1550 Appliance unexpected reboots

Kevin_Zeitler — Tue, 21 Jan 2020 21:01:01 GMT

Same issue reboots once a day with panics, upgraded to 80.20.01 hopefully it helps

Re: 1550 Appliance unexpected reboots

Dafna — Wed, 22 Jan 2020 07:38:43 GMT

Hi,

My name is Dafna, I'm team leader in SMB.

If you still have the "unexpected reboot" notification I would like to connect to tour GW and check it

Thanks,

Dafna

Re: 1550 Appliance unexpected reboots

John_Fleming — Wed, 22 Jan 2020 15:00:38 GMT

So far i've been up for 5 days without issue. Before I was seeing a lot of bad looking things in dmesg. Now i just have a few of the following messages. Besides that everything looks fine.

# dmesg -T | tail -20
[Tue Jan 21 20:45:29 2020] [fw4_3];fw_inspect_strings_get: invalid id (1) supplied
[Tue Jan 21 20:45:29 2020] [fw4_3];fw_inspect_strings_get: invalid id (1) supplied
[Tue Jan 21 20:45:29 2020] [fw4_3];fw_inspect_strings_get: invalid id (1) supplied
[Tue Jan 21 20:45:29 2020] [fw4_3];fw_inspect_strings_get: invalid id (1) supplied
[Tue Jan 21 20:45:29 2020] [fw4_3];fw_inspect_strings_get: invalid id (1) supplied
[Tue Jan 21 20:45:29 2020] [fw4_3];fw_inspect_strings_get: invalid id (1) supplied
[Tue Jan 21 20:45:29 2020] [fw4_3];fw_inspect_strings_get: invalid id (1) supplied
[Tue Jan 21 20:45:29 2020] [fw4_3];fw_inspect_strings_get: invalid id (1) supplied
[Tue Jan 21 20:45:29 2020] [fw4_3];fw_inspect_strings_get: invalid id (1) supplied
[Tue Jan 21 20:45:29 2020] [fw4_3];fw_inspect_strings_get: invalid id (1) supplied
[Tue Jan 21 20:45:29 2020] [fw4_3];fw_inspect_strings_get: invalid id (1) supplied
[Tue Jan 21 20:45:29 2020] [fw4_3];fw_inspect_strings_get: invalid id (1) supplied
[Tue Jan 21 20:45:29 2020] [fw4_3];fw_inspect_strings_get: invalid id (1) supplied
[Tue Jan 21 20:45:29 2020] [fw4_3];fw_inspect_strings_get: invalid id (1) supplied
[Tue Jan 21 20:45:29 2020] [fw4_3];fw_inspect_strings_get: invalid id (1) supplied
[Tue Jan 21 20:45:29 2020] [fw4_3];fw_inspect_strings_get: invalid id (1) supplied
[Tue Jan 21 20:45:29 2020] [fw4_3];fw_inspect_strings_get: invalid id (1) supplied
[Tue Jan 21 20:45:29 2020] [fw4_3];fw_inspect_strings_get: invalid id (1) supplied
[Tue Jan 21 20:45:29 2020] [fw4_3];fw_inspect_strings_get: invalid id (1) supplied
[Tue Jan 21 20:45:29 2020] [fw4_3];fw_inspect_strings_get: invalid id (1) supplied

Re: 1550 Appliance unexpected reboots

BorisL — Wed, 22 Jan 2020 15:12:55 GMT

Hi Dafna. We have an open ticket with TAC about this so we can coordinate through there. Please write us an email to sistemas@infoe.es and we will go form there.

Re: 1550 Appliance unexpected reboots

BorisL — Wed, 22 Jan 2020 15:13:41 GMT

Kevin,

We still get the reboots after the update.

Re: 1550 Appliance unexpected reboots

Kevin_Zeitler — Wed, 22 Jan 2020 15:27:13 GMT

Hi Boris,

Same rebooted eight hours after upgrading. Problems with 1400, now problems with 1500

Re: 1550 Appliance unexpected reboots

HristoGrigorov — Thu, 23 Jan 2020 06:08:53 GMT

Developing software for device with such limited resources is not an easy task, believe me. And there are problems that cannot be spotted in a test lab, only in production environment. As we many times discussed it, rarely there are dedicated SMB admins to report problems to CheckPoint.

There is a very positive response from R&D here in their willing to monitor this thread and engage directly in investigating such a serious problems as unexpected reboots and panics. In the past you had to go through TAC about everything and this was long and sometimes painful process.

Overall, I am confident that 15xx series will have stable builds faster than 14xx ones.

Re: 1550 Appliance unexpected reboots

Dafna — Thu, 23 Jan 2020 07:52:23 GMT

Hi,

Can you please upgrade your GW to R80.20.01 and if issue occurs again please send me the vmcore-dmesg.* files under /logs

Thanks,

Dafna