Dual ATP800 HA configuration keeps freezing

Omnia

Hi!

I have two ATP800s in HA configuration that keep freezing. We noticed that happens all the time when a night backup starts (we monitor the backup VLAN with PRTG):

I noticed that a core goes up to 100% and then the interface becomes irresponsive, but the CPU graphic doesn't show the CPU saturation:


When the device crashes the HA switches the devices and the passive remains freezed:

I tried to log into it via SSH, but PuTTY shows the warning "Router> ERROR: Not connected to ZySH daemon."

I tried upgrading to firmware 5.35, but the issue is still present.
We've also another pair of ATP800 in HA in our datacenter, and they're also having some issues as well, like going both up at the same time. When this occures, they both freeze and we have to restart them. Sometimes it also happens when nothing is overloading the CPUs, so we don't have any clues about the cause.

In the same datacenter we have also a dual ATP500 HA system, and it's working fine even under heavy stress conditions.

Can you help me? Do you have any other similar cases?

We're connecting to the firewalls two serial cables to monitor with PuTTY the console output, maybe it will show something useful in the log file.

Thank you.

Zyxel_Kevin

Hi @Omnia, 
Thanks your contact by private message. The issue have been resolved after installed firmware. 
We will merge the fix into next FCS. 
Thank you
Kevin

Zyxel_Jerry

Hi @Omnia

We need the diagnostic file to analyze the issue on ATP800

Please help to collect the diagnostic file

Go to MAINTENANCE > Diagnostics > Diagnostics > Collect and click the button “Collect Now”.

Then download the collected file in “Files”.

Please also type the commands below on both devices and collect the logs.

show device-ha2 device-status

show device-ha2 trace-log

show device-ha2 sync summary


Jerry

Omnia

hi we sent you everything by private message, including the commands you sent us, the debug logs on usb, and the console output with verbosity 8. we have a pc with 2 serial ports connected which is collecting data. Sunday night (Rome time zone), it is possible the problem occurs again.
Please try to investigate quickly

Omnia

News??

Zyxel_Kevin

Hi @Omnia, 
We're investigating the issue, We will give feedback ASAP. 
Thank you
Kevin

Omnia

Thanks @Zyxel_Kevin

Zyxel_Kevin

Hi @Omnia, 
Thanks your contact by private message. The issue have been resolved after installed firmware. 
We will merge the fix into next FCS. 
Thank you
Kevin

Omnia

Thanks @Zyxel_Kevin, when is the firmware release expected?

In  datacenter we can't install beta release...

Thanks for the support

Zyxel_Kevin

Hi @Omnia, 
Next FCS will be released in mid-March. 
Thank you
Kevin