Random reboots/shutdown

Hello

We had a 500H in our offices but since we installed it the firewall presents a lot of problems like random reboot or shutdowns, furthermore at times we can't reach it both form WAN or LANs so we think that probably it's powered-off or rebooting but instead it's working, but only on certain random ports so as you can tell some services/devices are Powered-ON and working, meanwhile other are DOWN or Powered-OFF and that cause us a lot of problems obviously.
We can't figured out what is the problem but as right now we cannot use a firewall that presents problems like these, so we are asking for help or a solution maybe.
At the moment our 500H is running firmware V1.10(ABZH.1).
Thanks.

All Replies

  • Zyxel_Jeff
    Zyxel_Jeff Posts: 1,063  Zyxel Employee
    First Anniversary 10 Comments Friend Collector First Answer

    Dear @computernext

    Welcome to the Zyxel community. Please use a PC to connect the console cable with the USG Flex 500 H and then use Tera Term and navigate Control > Send break.

    Then type "8" and enable the Log level to 8.

    Next, continuously collect the console log. Once the device has this symptom again, please provide the collected console log and diag-info log (Maintenance > Diagnostics > to click the Collect Now button) to us via private message for further analysis. We will send a private message to you later. Thank you.

  • Zyxel_Jeff
    Zyxel_Jeff Posts: 1,063  Zyxel Employee
    First Anniversary 10 Comments Friend Collector First Answer
    edited December 2023

    Dear @computernext

    Additionally, when the device is hanging status(I mean you cannot access the device from wan or lan), please try to use Tera Term and navigate Control > Send break.

    Then type "x" from the keyboard and try to dump the log into the flash for us.

    We already sent a private message to you. Thanks.