Recovery procedure for Edge unresponsive after firmware update.
Posted by Samuel Turi on 03 May 2011 11:20 AM

Recovery procedure for Edge unresponsive after firmware update

If you have tried to upgrade a Firebox X Edge e-Series device, and the Edge device becomes completely unresponsive after the upgrade, first try to .

If the device reset does not resolve the problem, it is possible that the operating system of the Edge appliance could be corrupt. To try to recover your Edge, try the steps below.

Before you begin

  1. If the problem occurred after you tried to upgrade from Edge v10 to Fireware XTM v11.x, browse to c:\documents and settings\<username>\Local Settings\temp\wgupdate, or c:\users\<username>\AppData\Local\Temp\wgupdate to find these files:
  • wg.cfg the Edge v10.2.x configuration file
  • wg.xml the configuration converted from Edge v10.2.x to Fireware XTM v11.0
  • instlog.txt a log file with messages that describe what happened during the configuration file upgrade. You need this file if you open a support incident about this issue.
  1. To upgrade from Fireware XTM v11.0 or later, find the last saved copy of your .xml device configuration file, or the last configuration backup you made. You need one of these to restore your configuration.
  2. Download the version of Edge system software you want to use after the recovery. For Firebox X Edge e-Series v10.x, download the .exe file to install software automatically.

Start the Edge with factory default settings

To reinstall any version of Edge software, the first step is to reset the device to its factory default settings;

  1. Disconnect the power supply from the Edge.
  2. Press the reset button on the back of the device.
  3. Continue to press the button while you reconnect the power supply to the Edge.
  4. Hold the button for 45 seconds.

After this is done, the ATTN light should be lit and not blinking. The Edge trusted interface responds to HTTP at If you try to connect to the Edge, it shows a message that the device is running from a backup copy of firmware.

To continue the device recovery process, use the steps below for your software version.

Recover an Edge to Fireware XTM v11.0 or later OS

Use these instructions to restore your Edge to Fireware XTM v11.0 or later.

  1. Connect your computer to the trusted network of the Firebox X Edge.
  2. Start the Fireware XTM upgrade installer you downloaded Step 3 of Before you Begin By default, the installer saves a file called utm_edge.sya-dl on your computer in:
    C:\Program Files\Common Files\WatchGuard\resources\FirewareXTM\11.x\Edge.
  3. Move the xtm_edge.sysa-dl file to C:\.
  4. Open the command line interface of your computer. To do this in Windows 2000 or Windows XP, from the Windows Start menu, select Programs > Accessories > Command Prompt.
  5. Navigate to C:\, where the xtm_edge.sya-dl file is located.
  6. At the command prompt, type ftp
  7. Log in with username/passphrase admin/admin.
  8. Type bin at the command prompt to switch to binary transfer mode.
  9. Type put xtm_edge.sysa-dl at the command prompt. This uploads the firmware to the appliance.
  10. To restart the Edge, type quot rebt. The Edge restarts with the new software loaded.
  11. In Watchguard System Manager, use Policy Manager to open the wg.xml file.
  12. Review the configuration file to confirm it is correct.
  13. To save the configuration to the Edge, select File > Save > To Firebox. Use a read-write passphrase of admin.
  14. To change the passphrases, in Policy Manager, select File > Change passphrases.

Recover an Edge to Edge v10.2 appliance software

Use these instructions to restore to your Edge to any v10.2 Edge system software version.

  1. Connect your computer to the trusted network of the Firebox X Edge.
  2. Start the Edge upgrade installer you downloaded in Step 3 of Before you Begin.
  3. When prompted for the Firebox X Edge e-Series trusted interface IP address, type
  4. Log in with username/passphrase admin/admin.
  5. After the Edge has completed the firmware upgrade and rebooted, you can restore your configuration to the device. Use the wg.cfg file to restore your configuration as described in 

Related Questions

What should I do now that I have recovered the Edge, or if this procedure did not work?

Open a support incident through the web form, and attach the wg.cfg, wg.xml, and instlog.txt files.

Why can I not connect to the Edge with FTP?

Verify that your configuration allows FTP traffic to your Edge from the network your computer uses. By default, the Firebox X Edge e-Series allows FTP traffic from the trusted network to the Edge. To change this setting and restore FTP access from the trusted network:

  1. Open your Internet browser and connect to the Firebox X Edge Web interface. The default URL is:
  2. From the navigation bar, select Firewall > Firewall Options.
  3. Clear the check box adjacent to Do not allow FTP access to the Edge from the Trusted Network.
  4. Click Submit to save your changes.
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