[USG Flex 200HP] - After firmware update, it's reboot randomly

Maverick87

Hello everyone,
I've updated the USG Flex 200HP firewall to the latest firmware (1.37 ABXE.0), and for some reason it's reboot randomly.

One or two times per day after the firmware update, the firewall reboot inexplicably. Yesterday night I watching a streaming movie on TV and it's rebooted alone, with only this TV connected in LAN.

Anyone that have this experience?

Zyxel_Barry

Hi @Maverick87,

I understand that your USG Flex 200HP is experiencing random reboots after updating to firmware version 1.37 ABXE.0. This can be disruptive, especially when using the network.

To help diagnose and resolve this issue, please follow these steps:

• Enable Kernel-level Logging:

  1. Prepare a PC and connect it to your USG Flex 200HP firewall using a console cable.
  2. Access the Command Line Interface (CLI).
  3. Enter the command cmd debug kernel console-level 8 to activate console-level 8 logging. Keep this console log running to capture data when the next reboot occurs.

• Collect Diagnostic Log:

  1. After the device reboots, navigate to Maintenance > Diagnostics > Diagnostics in the Web GUI.
  2. Click "Collect Now" to gather the diagnostic log (diag-info).
  3. If the device becomes unresponsive before you can collect the diag-info, try connecting a console cable and checking if the console is still working. You can also send a break command (send break +x in TeraTerm) before manually restarting the device and collect the diag-info afterward.

• Provide Information for Zyxel Support:

  • Please provide the collected console log and the diagnostic log files to the Zyxel Support Team for further investigation.
  • To expedite the troubleshooting process, please enable Zyxel Support Access via Help > Support Request in your Nebula console.
  • Provide your Organization and Site name in Nebula. This will allow the Zyxel support team to directly view your cloud environment configuration.

These steps will provide crucial information to understand why your firewall is rebooting unexpectedly.

Maverick87

https://community.zyxel.com/en/discussion/comment/83004#Comment_83004

Hi @Zyxel_Barry,
can you tell me how to manage the firewall with the console cable?

It's sufficient to attach an ethernet cable to the console? What is the IP release in this case? How I can access to the management console? Where I can find the username/password for access to the console?

Can I use the Web Console launching it via web gui, instead of the Management Console via Console port?

Thank you and sorry :)

Valerio

Zyxel_Melen

Hi @Maverick87

No, the console cable is RJ45 - DB9, which should include in the device box.

To access the device via console, you will need to use the terminal software, like Tera Term, to access.

Tera Term Open Source Project

Connect with serial port USB Serial port.

The console port setting should be:

To change the console port setting for Tera Term, the path is Setup > Serial port.

The login account and password are the same as you login to device via web GUI.

In addition, web console can't replace physical console in this case since you will disconnect the IP layer connection, but the physical layer connection will be kept.

Maverick87

https://community.zyxel.com/en/discussion/comment/83012#Comment_83012

Hi @Zyxel_Melen,

I don't have any RS-232/DB9 connector on the computer, I cannot use the console port in this way.

It's a problem?

Maverick87

Hi @Zyxel_Melen ,

It's so strange… yesterday and today the firewall seems that have rebooted at the same time: more or less 3:40PM and 11:33PM CET.

It's possible that you've introduced some procedure for reboot at this time? It's seems as planned reboot (every 8hours… 7:30AM is switched on, 3:40PM reboot, 11:33PM reboot, more or less every 8 hours)

Thank you

Zyxel_Melen

Hi @Maverick87

Thanks for the information and your diagnostic file. We are investigating on your issue, and I will keep you posted once I get further information.