Advanced Secure Gateway (ASG) appliances may encounter issues after upgrading and trying to load a newly installed version of ASG. There are two scenarios that have been observed:
SCENARIO 1:
The following example displays the serial output when an updated version of ASG fails to load and the message "Restarting system" is displayed:
Booting from SATA PS: ATP IG SlimSATA Part1
Blue Coat UEFI Boot v4.11.187414
This machine has the following bootable systems:
>1: Version: ASG 6.6.5.2, Release id: 193352
Created: Saturday October 15 2016 19:52:50 UTC
Last-boot: Monday February 27 2017 23:11:22 UTC, FAILED
Attributes: Signed
2: Version: ASG 6.6.3.2, Release id: 177956
Created: Tuesday December 1 2015 00:41:49 UTC
Last-boot: Wednesday April 12 2017 00:55:36 UTC, SUCCESS
Attributes: Locked
The default boot system is:
1: Version: ASG 6.6.5.2, Release id: 193352
Press the space key to select an alternate system to boot.
Seconds remaining until the default system is booted: 543210
Booting Version: ASG 6.6.5.2, Release id: 193352
[ 23.699914] Restarting system.
SCENARIO 2:
The following example shows the serial output when the appliance gets stuck while attempting to load a newly installed version of ASG:
Booting from SATA PS: ATP IG SlimSATA Part1
Blue Coat UEFI Boot v4.11.187414
This machine has the following bootable systems:
>1: Version: ASG 6.6.5.2, Release id: 193352
Created: Saturday October 15 2016 19:52:50 UTC
Last-boot: Thursday December 15 2016 15:53:44 UTC, FAILED
Attributes: Signed
2: Version: ASG 6.6.3.2, Release id: 177956
Created: Tuesday December 1 2015 00:41:49 UTC
Last-boot: Thursday December 15 2016 14:10:09 UTC, SUCCESS
Attributes: Locked
The default boot system is:
1: Version: ASG 6.6.5.2, Release id: 193352
Press the space key to select an alternate system to boot.
Seconds remaining until the default system is booted: 543210
Booting Version: ASG 6.6.5.2, Release id: 193352
In MP mode; four processors active
In MP mode; four processors active
In MP mode; four processors active
In MP mode; four processors active
The following ASG models and software versions are susceptible to this problem:
ASG Models:
ASG-S500-20
ASG-S500-10
ASG-S400-40
ASG-S400-30
ASG-S400-20
ASG-S200-40
ASG-S200-30
Affected ASG Versions:
ASG 6.6.3.2
ASG 6.6.3.3
ASG 6.6.4.2
ASG 6.6.5.1
ASG 6.6.5.2
ASG 6.6.5.4
Rarely occurring timing issues resulted in configuration inconsistencies that become evident when attempting to load an updated version of ASG.
ASG 6.6.5.6 or later includes fixes to address both of the issues outlined above.
ALL customers are strongly encouraged to upgrade to 6.6.5.6 or later.
IMPORTANT:
After upgrading, delete ALL versions of ASG prior to 6.6.5.6 - ONLY ASG versions 6.6.5.6 or later should be left on the appliance.
RECOVERY STEPS
If a unit is failing to load an upgraded version of ASG please perform the following steps to recover the system:
If it is not possible to install ASG 6.6.5.6 or later and the appliance is still experiencing one of the issues listed above please contact support.
Support contact details can be found at the following URL:
https://support.symantec.com/en_US/contact-support.html