Support Contacts

E: support@wave9.co.uk T: 01785 472200 (Option 1)

Standard Support Hours 8 AM – 5:30 PM Monday through Friday Excluding Bank Holidays

Knowledgebase

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Service Status

Please select the tab relevant to your Wave 9 service for its current status.

Service Advisory

27.6.20.  Sophos XG – Buffer overflow in XG Firewall v17.x User Portal

We have today been notified by Sophos that they have discovered a vulnerability for firewalls configured with the user portal enabled on the WAN. This was a previously unknown buffer overflow vulnerability in the user portal HTTP/S bookmark feature.

Key Facts

Sophos quickly responded and remediated with a hotfix that removes the HTTP/S bookmark functionality for all XG Firewalls running SFOS v17.x. This hotfix has automatically applied to your firewall if you are running SFOS v17.x. You do not need to take any action to update this yourself.

Customers with firewalls running SOFS v18 are not affected by this vulnerability.

Impacted customers may also receive a separate email from Sophos, which recommends:

  1. Resetting administrative passwords
  2. Resetting passwords for all local user accounts configured on the firewall
  3. Upgrading firewall firmware to the latest v18

Action Taken

In line with these recommendations, Wave 9 has this morning reset the primary administrative password. Additional Wave 9 administrative accounts, used by our support staff, are not affected as we utilise two-factor authentication via a cloud service.

Impact

We would strongly recommend that you login and change the passwords for any local accounts that you have configured on the firewall. If you are uncertain how to change your local account passwords on the firewall or would like Wave 9 to undertake this for you, please email support@wave9.co.uk.

XG Password Reset Instructions may be found here (Search XG Password)

Standard Support Hours 8 AM – 5:30 PM Monday through Friday Excluding Bank Holidays

One of our team will respond shortly.

Please note accounts authenticated via Active Directory or RADIUS are not affected.

Additionally, you may also notice that the user portal is also inaccessible from the Internet. If you require this reenabling or would like instructions on how you can enable this yourself, please email support for assistance.

Concerning the final recommendation – upgrading from v17.5 to v18, we would advise as follows. Until the latest v18-MR1, it was not practical to upgrade as critical configuration did not migrate correctly. The v18-MR1 release addresses this issue, and we are currently testing with the plan to upgrade all XG firewalls running v17.x to v18-MR1 or higher, during the summer holidays.

Questions or assistance requests

Please submit any questions/requests by email to support@wave9.co.uk, and we will respond promptly. (Please do not reply to this email but submit as separate e-mail to the support address)

We apologise for any inconvenience this has caused.

More information about the vulnerability is available here: 

Service Advisory

27.6.20.  Sophos XG – Buffer overflow in XG Firewall v17.x User Portal

We have today been notified by Sophos that they have discovered a vulnerability for firewalls configured with the user portal enabled on the WAN. This was a previously unknown buffer overflow vulnerability in the user portal HTTP/S bookmark feature.

Key Facts

Sophos quickly responded and remediated with a hotfix that removes the HTTP/S bookmark functionality for all XG Firewalls running SFOS v17.x. This hotfix has automatically applied to your firewall if you are running SFOS v17.x. You do not need to take any action to update this yourself.

Customers with firewalls running SOFS v18 are not affected by this vulnerability.

Impacted customers may also receive a separate email from Sophos, which recommends:

  1. Resetting administrative passwords
  2. Resetting passwords for all local user accounts configured on the firewall
  3. Upgrading firewall firmware to the latest v18

Action Taken

In line with these recommendations, Wave 9 has this morning reset the primary administrative password. Additional Wave 9 administrative accounts, used by our support staff, are not affected as we utilise two-factor authentication via a cloud service.

Impact

We would strongly recommend that you login and change the passwords for any local accounts that you have configured on the firewall. If you are uncertain how to change your local account passwords on the firewall or would like Wave 9 to undertake this for you, please email support@wave9.co.uk.

XG Password Reset Instructions may be found here (Search XG Password)

Please note accounts authenticated via Active Directory or RADIUS are not affected.

Additionally, you may also notice that the user portal is also inaccessible from the Internet. If you require this reenabling or would like instructions on how you can enable this yourself, please email support for assistance.

Concerning the final recommendation – upgrading from v17.5 to v18, we would advise as follows. Until the latest v18-MR1, it was not practical to upgrade as critical configuration did not migrate correctly. The v18-MR1 release addresses this issue, and we are currently testing with the plan to upgrade all XG firewalls running v17.x to v18-MR1 or higher, during the summer holidays.

Questions or assistance requests

Please submit any questions/requests by email to support@wave9.co.uk, and we will respond promptly. (Please do not reply to this email but submit as separate e-mail to the support address)

We apologise for any inconvenience this has caused.

More information about the vulnerability is available here: 

Service running as normal

We currently have no known service issues. If you are experiencing any problems, please contact our support team.

Telephone:  01785 472200 Option 1
Email:  support@wave9.co.uk

Service running as normal

We currently have no known service issues. If you are experiencing any problems, please contact our support team.

Telephone:  01785 472200 Option 1
Email:  support@wave9.co.uk

Service Update – the Impact of the Coronavirus Pandemic

The coronavirus pandemic and subsequent disruption has impacted on the operation of both private sector business and public sector organisations. Not least our school customers.

In terms of service delivery, it is business as usual at Wave 9 having instigated our Business Continuity Plan sales, support and administration staff are working from home with full access to our business systems and support tools. Telecommunication business employees are recognised as key workers and schools form part of the critical national infrastructure. As such we have continued to support all our customers in the usual way and in addition helped them take advantage of their Wave 9 provided services to support remote working and any changes they have needed to make to effectively support staff and pupils.

During this period, the government intends to ensure that public funding already committed to maintained schools and academies is used to safeguard their supply chain and protect business and jobs.

The Department for Education has published clear direction for schools and academies in the “Coronavirus (COVID-19): guidance for schools about temporarily closing” . This directive will allow schools to continue to pay their staff and meet their other financial commitments, which includes the continuation of payments to their suppliers.  

Our services remain available, supported and we are are here to help with any questions throughout this period.

We hope you keep well and thank you for your support.

The Wave 9 Team