Issue:
MSG appliance has been unresponsive since ~06:00 on the 26st of May 2020.
The appliance is not processing mail and the web UI is unreachable.
Restarting the appliance has had no effect.
Resolution:
Around this time, a major system upgrade, version 8.13.8 has been released. The symptoms listed indicate that the appliance is working on applying this upgrade, which will happen if the upgrade settings aren't locked to installing updates only at a certain time. If you have an MSG cluster that consists only of a single master, your mailflow will be down during the upgrade, as there is no other active appliance to handle it during this time.
This process might take up to a couple of hours, after which the systems will come back up automatically. The handling time will depend on the system resources. Admins are advised NOT to restart the appliance or its services, as it will interrupt the upgrade process and cause it to start over. If the update hasn't completed within 2 hours of the latest reboot of the appliance, open a support ticket so that we can investigate the situation further.
Also be aware that additional complications might appear if the appliance has been without a valid license at the time of the upgrade, as some modules will not fully update. If your appliance license has expired and your intention is to keep using MSG you need to get in touch with your reseller or F-Secure sales contact to extend the license.
Article no: 000023245
