Untangle down after upgrade

[gpeters]

I have an URGENT issue. I tried calling support and got a voicemail. Open ticket, but no response so far

I have a box that did not automatically update even though automatic updates are enabled. I did a manual update

Untangle is up, and I can connect to it via OpenVPN, but none of the internal devices connect to the outside. In the Untangle alerts, I see "An upgrade process has been interrupted" I'm not able to ping any website either form Untangle. I can ping an IP address

Any idea what to look for?

[DolphinComputers]

I have an URGENT issue. I tried calling support and got a voicemail. Open ticket, but no response so far

I have a box that did not automatically update even though automatic updates are enabled. I did a manual update

Untangle is up, and I can connect to it via OpenVPN, but none of the internal devices connect to the outside. In the Untangle alerts, I see "An upgrade process has been interrupted" I'm not able to ping any website either form Untangle. I can ping an IP address

Any idea what to look for?

I had the same issue with one of my clients a few weeks ago, the only way I was able to get around it was reinstalling a fresh copy of 16.1 then run a restore from a few days prior. I always keep spare firewalls around in case one fails so I can do a quick swap out.

[mooseracing]

When it boots up can you choose one of the previous at the boot screen? That saved me but I have had other issues since the upgrade as well.

[gravenscroft]

I'm not able to ping any website either form Untangle. I can ping an IP address

Any idea what to look for?

If you can ping out to the internet via IP address, but names don't resolve, it's a DNS issue. What's your WAN DNS server set to? If it's a private/internal IP, try changing it to Google (8.8.8.8 and 8.8.4.4) instead.

[sky-knight]

Never do an OS level upgrade without a backup in hand, and the ready ability to pave the unit. Failure to follow this guideline will leave you wondering how you're going to sort out your new brick. It doesn't matter why the upgrade failed, it did... and there is no fixing it.

If it had a subscription, get the backup out of your admin panel and do a fresh install.

[jhelmly]

I made multiple attempts this week to upgrade to 16.6.2. I the upgrade finished, I could ping out from the FW, but could not ping devices on the LAN from the FW. Devices on the LAN can communicate with other devices in the same subnet, but can’t ping the FW or the Internet. I see all my LAN devices listed in the FW LAN interface ARP table (use another DHCP server) and I see traffic hitting the LAN interface in the packet captures. I tried doing an upgrade and a rebuild using a 16.6.2 USB stick. I can configure the external and LAN interfaces (just like when I rebuild to 16.5.2 to recover), but since I can’t communicate with the PC that has the backup file, I can’t load in the full configuration. Tried disabling all apps and filtering, but could never communicate with LAN devices. Most attempts to try the upgrade option failed to complete leaving me with having to rebuild with USB. The upgrade attempts that did work also left me with the inability to communicate with the LAN. it is like the FW is filtering traffic on the LAN interface.

[donhwyo]

Did you try restoring from the remote ETM dashboard?

[sky-knight]

I made multiple attempts this week to upgrade to 16.6.2. I the upgrade finished, I could ping out from the FW, but could not ping devices on the LAN from the FW. Devices on the LAN can communicate with other devices in the same subnet, but can’t ping the FW or the Internet. I see all my LAN devices listed in the FW LAN interface ARP table (use another DHCP server) and I see traffic hitting the LAN interface in the packet captures. I tried doing an upgrade and a rebuild using a 16.6.2 USB stick. I can configure the external and LAN interfaces (just like when I rebuild to 16.5.2 to recover), but since I can’t communicate with the PC that has the backup file, I can’t load in the full configuration. Tried disabling all apps and filtering, but could never communicate with LAN devices. Most attempts to try the upgrade option failed to complete leaving me with having to rebuild with USB. The upgrade attempts that did work also left me with the inability to communicate with the LAN. it is like the FW is filtering traffic on the LAN interface.

You need your own thread, but I repeat, this is an OS level upgrade. That means a new kernel, and new Debian kernels are notorious for enumerating the network interfaces in a different order than the previous version. In your case, it sounds like ETH0 which is the default NIC handling the Internal interface is now on a different actual NIC than what you're used to.

You will need to be at the device itself, on its physical console, open the admin UI there and unplug all the NICs on your system and plug them back in one at a time using the indicators in the UI to tell you which is which, update your labels, and move on.

[kkw98]

Hello,

Same issue yesterday, wish i had read the forums first. Did an upgrade as dashboard was showing available, box came up but same error "An upgrade process has been interrupted". Could ping outside from the firewall but nothing from LAN. Spoke to support which was waste of time as they kept saying they cant help since they cant connect to the device?? Surely i wanted support to help troubleshoot why this was the case... didnt make sense.

In the end i had to reinstall 16.5.2 via USB and do a restore. I did notice on the dashboard even after the upgrade it still showed i was on 16.5.2..

[kkw98]

You need your own thread, but I repeat, this is an OS level upgrade. That means a new kernel, and new Debian kernels are notorious for enumerating the network interfaces in a different order than the previous version. In your case, it sounds like ETH0 which is the default NIC handling the Internal interface is now on a different actual NIC than what you're used to.

You will need to be at the device itself, on its physical console, open the admin UI there and unplug all the NICs on your system and plug them back in one at a time using the indicators in the UI to tell you which is which, update your labels, and move on.

OK makes sense, maybe the support team handling calls need to be updated so they can advice accordingly rather than saying they cant help as they cant connect to it and blaming ISP to resolve issues.

[Loudog2]

Mine won’t update either. Something is wrong with this upgrade. Box is set to automatically update, but it won’t. I tried manually but nothing happens. Sounds like I’m lucky it did update manually