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Skyhigh Security

Troubleshooting Unexpected Reboots on Model E Appliance

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The SWG Hardware appliance experiences unexpected restart or power cycle (5x00-E-Series). The appliances that are affected are 5000-E and 5500-E.

NOTE: 

This issue occurs despite no manual intervention (physical power button or remote restart command).

Log Analysis:

  • Events occurred
    1.png 
  • Simultaneous restart of services
    2.png
    3.png

Based on the output of ipmi, this is a phantom power-button press issue and is the cause of the unexpected SWG appliance reboots.

This issue is observed in the INTEL Wolf Pass and Juniper Pass-based systems and Intel confirmed that this may occur (randomly) on the Wolf Pass series-based motherboards.

Mitigation: It is recommended to disable the front panel power button in the BIOS settings. 

Front Panel Lockout for 5x00-E 

This section outlines the steps to disable Front Panel Lockout, which is performed either using the Remote Management Module (RMM) or via the Setup menu.

Front Panel Lockout using RMM
  1. Log in to the RMM.
  2. Navigate to BIOS Configurations > Security.
  3. From the Select a BIOS Variable drop-down, select Front Panel Lockout.
  4. From the BIOS Variable Value drop-down, select 0x1 (Enabled).
    clipboard_ef6f6da96de1365044a4e046bfcd5b7bf.png
  5. Click Save.
  6. Restart the system.
Front Panel Lockout using Setup Menu
  1. Restart the system and press F2.
  2. Navigate to Security.
    clipboard_e4dbb6ecf3d07da2d0c576cb62ec7b0e2.png
  3. In the Front Panel Lockout field, select Enabled.
    clipboard_ea9295e7014ae243d0bd430733f7382ba.png
  4. Press F10 to save and exit.

NOTE: 

 

  • Enabling Front Panel Lockout using the BIOS setup menu requires no reboot of the appliance but the RMM method requires a reboot.
  • When Front Panel Lockout is enabled, appliances can be rebooted remotely via the options mentioned below: 
    • SSH: Run CLI reboot command 
    • RMM:
      • 5000 and 5500-E = Remote control > Server Power Control > Power Cycle Server 
      • 4500-E = Power Control > Power Actions
    • IPMI:  ipmitool -H <BMC_IP> -U <username> -P <password> chassis power cycle
    • KVM:  
      • KVM - 4500-E = Remote Control > Launch Viewer. Once open, select Power from the toolbar.
      • KVM - 5000 and 5500-E = Remote Control > IKVM over HTML5> Launch IKVM over HTML5. Once open, select Power control from the toolbar.
  • Perform a physical reboot using the power cable when all the above reboot options fail, as the restart button is disabled.

Front Panel Lockout for 4500-E 

This section outlines the steps to disable Front Panel Lockout.

  1. Log in to the RMM.
  2. Navigate to Menu > Settings.
    Step 1.png
  3. Click Set Front Panel Enables. 
    Step 2.png
  4. Click Lock Local Panel. 
    image (33)_1.png
  5. Once enabled, Local Panel lock text will display above the Lock Local Panel ​​​​​​button to verify the lockout. 
    image (33)_2.png
  6. Restart the system.