Hi folks:
I put in a SOHO Wireless-N a week ago for a client of mine (I'm an independent IT Consultant).
The Sonicwall Wireless-N uses TIme Warner internet on X1, has business devices on X0, has W0 for a Private Wireless Network, and X2 for a subnet connecting (2) WAPs for use by guests. (This is a bakery/restaurant).
The firmware we have on the device: SonicOS Enhanced 6.2.4.2-20n
The device is randomly locking up / freezing every day or so. Since the logging in the device isn't persistent, I enabled the SYSLOG today and started capturing DEBUG level data to review. My hope was that there would be something PRIOR to the freeze/Watchdog restart there would be some info in the SYSLOG messages that might help indicate what may have led to the restart.
My customer is *** at me. He depends upon the internet access to do credit card processing, and when the router is down, he can't do that and has to switch to manual processing (or cash). It's hurting his business.
We've only had the device for <1 week and it's done this three times so far. I have a PING-based network monitor in place, monitoring the external interface IP and sending me alerts so I can at least respond to the outage to try to look at the SYSLOGs and LOG entries to try and figure out what this is.
But the SYSLOG shows NOTHING for about (4) minutes prior to the message indicating the device is restarting. (there's a WARNING in the syslog that says the WAN IP has changed at the time the device is restarted, and the internal tracelog just notes the time the device was coming UP. There's a gap of about (4) minutes from the time the SYSLOG messages STOP arriving and the time they begin again. I'm presuming this is some kind of time that the device is needing to reboot and come back online.
I'm truly frustrated. There's nothing in the SYSLOGs indicating threats prior to the device shutdown. There's a few of these:
id=firewall sn=18B1691BBDF0 time="2015-11-21 14:30:38" fw=67.241.163.143 pri=5 msg="Unhandled link-local or multicast IPv6 packet dropped" srcV6=fe80::d4db:99b9:6f20:f6bd dstV6=ff02::c srcMac=90:48:9a:c6:75:7f dstMac=33:33:00:00:00:0c proto=udp/65535
But the knowledge base says they can be disregarded.
I'm *****DESPERATE***** to try to figure out why this device is restarting. No, I've not opened a ticket. Apparently, when you buy the unit new, you get no support unless you buy a separate service contract.
When I log into mysonicwall.com, the firmware shows that 6.2.4.2-20n is both a General Release and a BETA. So I'm wondering if I have inadvertently used beta firmware. Should I downgrade to 1-.18n?
SOHO W Firmware | General Release | Version: 6.2.4.2-20n, Release Date: Aug 21, 2015 | | |
SOHO W Firmware | Initial Release | Version: 6.2.4.1-18n, Release Date: Aug 21, 2015 | | |
SOHO W Firmware North America | Beta Release | Version: 6.2.4.2-20n, Release Date: Aug 20, 2015 | | |
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This is the trace. Nothing in it gives a message about WHAT the exception was that caused the reboot.
11/21 06:30:53.368: startup - *** exception reboot ***
11/21 06:31:00.208: CRITICAL - Informational: str2hex:133:
11/21 06:31:00.208: CRITICAL - Invalid geo string passed
11/21 06:31:00.224: CRITICAL - Informational: fixDefaultPolicies:748:
11/21 06:31:00.224: CRITICAL - Disabling Default Rule flag for VPN To LAN policy
11/21 06:31:00.224: CRITICAL - Informational: fixDefaultPolicies:748:
11/21 06:31:00.224: CRITICAL - Disabling Default Rule flag for VPN To LAN policy
11/21 06:31:00.224: CRITICAL - Informational: fixDefaultPolicies:748:
11/21 06:31:00.224: CRITICAL - Disabling Default Rule flag for VPN To WAN policy
11/21 06:31:00.224: CRITICAL - Informational: fixDefaultPolicies:748:
11/21 06:31:00.224: CRITICAL - Disabling Default Rule flag for VPN To WAN policy
11/21 06:31:04.288: CRITICAL - Informational: setMaxSasAllowed:515:
11/21 06:31:04.288: CRITICAL - Policies Allowed: 75 Max Possible: 75 License Mgr Returned: 10
11/21 06:31:14.864: CRITICAL - Informational: wdTaskInit:517:
11/21 06:31:14.864: CRITICAL - Hardware watchdog time (10737 ms) is less than expectation (20000 ms)
showed 15 log events
I've used Sonicwall for many years. I'm not happy right now, as I've never experienced anything like this before (router unexpectedly restarting) except for extended power outages when the UPS runs out of juice and the device forcably goes out until power comes back.
I really need some help and I'm calling on anyone here to offer thoughts about what I can do to try and root cause this further. I'm out of ideas. THe syslog doesn't show anything relating to exception data, the tracelog seems void of any meaningful info. THere's no IPS errors, networking errors that are listed in the log files.
But the router just goes Kaput! and decides to reboot itself.
Need help please. ANyone who has meaningful suggestions on what I could do (downgrade to 1-18n?) to try to get this resolved.
I don't know what O/S they use internally, and I get that these things are complicated software /hardware devices.
I just need it to be able to be *UP* for more than a day at a time without causing a restart. My customer is getting ready to kill me. I'm thinking about putting in a pfSense device in instead, or an ASA5505. But I believe my customer would make me eat the cost of doing that, and I am just not financially well off to do that. If money were no issue, I'd replace it in a heartbeat.
Truly hoping for peer to peer support and ideas on what I can do next to try to figure out how to keep this device up for more than one day at a time.