FLEX 100H v1.32 hard crashing with multiple admins logged in?

Options
p4_greg
p4_greg Posts: 29  Freshman Member
Network Detective-New Adventure Badge First Comment Friend Collector Third Anniversary
edited July 23 in USG FLEX H Series

Are we the only ones seeing this🤬??

This has happened to roughly 8 different firewalls (at our client's sites, of course….) and results in complete loss of network connectivity, requiring someone to physically power-cycle the device to restore functionality.

It is not EVERY time reproduceable, but it has happened enough times for us to see a pattern…when multiple admins are simultaneously logged in to the web GUI, there is (guessing) a 1 in 5 chance that the firewall will lock up, usually after one of the admins logs out…

This just happened to me again today while helping another tech investigate an unrelated issue…and I am curious if anyone else has encountered this?

All Replies

  • Zyxel_Tina
    Zyxel_Tina Posts: 82  Zyxel Employee
    Zyxel Certified Network Administrator - Security Zyxel Certified Network Administrator - Switch 5 Answers First Comment
    edited July 24

    Hi @p4_greg,

    At this time, we have not received similar reports from other users regarding this issue. However, based on your description and the frequency of occurrence, we would like to investigate this further with your help.

    To do so, please upgrade the device using a weekly firmware that we will provide to you via private message.

    After updating the firmware, please help us collect a console log during the reproduction of the issue by following these steps:

    1. Connect your PC to the device's console port using a serial cable (e.g., via USB-to-serial adapter).
    2. Use a terminal emulator like TeraTerm to open the console.
    3. First, establish a proper connection and confirm the console is working correctly — you should see a login prompt or system messages upon connection. image.png image.png image.png
    4. Once the console is confirmed to be functional:
      1. Go to File > Log... and enable auto-saving of the console output to a text file in your desired storage path on the PC.
      2. Please make sure to keep the console session running and avoid pausing or closing the window, so the PC can continuously capture the log during the entire process. image.png
    5. Then, try to reproduce the issue:
      1. Have multiple admins log in and out of the Web GUI as described.
      2. If the issue occurs again, the console should automatically display relevant debug messages.

    Once you have the log file, please send it to us for analysis. Thank you!

    Zyxel Tina

Categories

Security Help Center

EnglishTiếng ViệtРусскийไทย中文（台灣）