SSP Platform Hardware not booting - Upgrade guidance
Article ID: 258722
Updated On:
Products
Issue/Introduction
New SSP Platform Hardware suddenly has the MGMT IP become not reachable and when connected to it via console cable we observe that device keep trying to boot from OS for several time but it failed then after sometimes, it boots successfully for couple of minutes. (Also, MGMT IP is not reachable when HW is booting successfully from OS). A repeated cycle is observed.
The appliance is already upgraded the SSP OS to 2.4.5.1 and the initial configuration done, but after this issue happened, only one version is available/running "2.3.2.1" and device tries endlessly to boot from it.
Environment
Release : 2.3.2.1
Cause
Checks show that the reported failure, possibly, points to the incorrect upgrade path used. Four intermediary versions were skipped. Additionally, the below failed boot output is received. See the snippet.
Consistently, the ISG 2.3.2.1 image fails to boot, and in the very rare moment when it boots, it hangs, after successful login to the enable mode, and does not allow the chance to enter any command.
This points to a faulty boot partition, impacting the boot process, negatively, and also freezing the image, even when it boots.
We note, here, that even a reinitialization of the boot device also fails to resolve this issue. See the snippet below.
Resolution
The consistent failed boot further confirms that the failure is happening only within the SSD, boot device, and to resolve this challenge and have the appliance boot successfully, a replacement the failing boot device will be required.
In the particular use case reflected in this article, the SSD boot device was replaced, following an RMA process, to resolve the boot failure.
Note: You can upgrade to ISG 2.4.x from any previous version. However, upgrading from 1.x to 2.x requires extra steps, as provided in https://techdocs.broadcom.com/us/en/symantec-security-software/web-and-network-security/integrated-secure-gateway/2-4/About-ISG/upgrade-downgrade-notes/upgrade-downgrade-steps.html
For ISG upgrade, with SSP-S410 Platform, we recommend to do the upgrade following the path below.
2.4.1.1 > 2.4.2.1 > 2.4.3.1 > 2.4.4.1 and then to 2.4.5.1. See the snippet below, for reference.
Please execute the upgrade, as guided, and shared the evidence with Technical Support, if further investigation would be required.
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