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Gateway 1 - Main ISP keeps getting disconnected, unable to find logs

Sophos User1499

Hi All,

I would like to seek your assistance regarding our issue.

We have DUAL WAN setup ISP#1 and ISP#2.

Since Thursday, ISP#1 keeps getting disconnected every several hours and it will stay disconnected for 15mins to 20mins.

The problem here is that even though we have a Failover, we still have several Webservers that are not setup for Failover.

So during the ISP#1 downtime, we lost connectivity to several webservers.

I have confirmed that during the 15-20mins downtime, the Internet is still flowing in the Mikrotik Router (ISP#1 router).

I am 100% sure that there is internet in the Mikrotik Router in the duration of the downtime in Sophos.

As I cannot find any meaningful errors in the Sophos logs, I replaced the Ethernet cables from ONT to Mikrotik Router, from Mikrotik to Sophos, and from Sophos to Switch.

I also upgraded to the latest SFOS 17.5.12 MR-12.HF052220.1 yesterday. 

However, this morning, the issue started happening again.

Is there a way to find any meaningful error besides the dgd.log?

I called Sophos Support and spent 2 days chasing Support and a total of 3 hours call but Escalation Engineer told me its an ISP Issue.

I am 100% confirmed that it is NOT an ISP issue as everything is working well in the Mikrotik Router every time ISP#1 went down in Sophos.

If you could just point me to the right direction or logs as to determine what could be causing the problem, I will very much appreciate it.

Thank you.

 


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  • 0 in reply to Sophos User1499

      

    It has been 23 hours since I disabled ISP2 and ISP1 went down again.

    I think something is really wrong with my Sophos but since Sophos Support is insisting it is an ISP issue without any evidence, I am unsure what else I can check on this.

    I can still ping Sophos ISP1 WAN IP even though Gateway is showing DOWN.

    I can also confirm that the Mikrotik router for ISP1 is still working

    TCPDump on ISP1 Port interface shows 0 packets dropped so the line is still really active