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Sophos XG dropping internet connection randomly

So recently we got a new internet service provider and since then the internet will just go down twice a day or so. On the WAN link manager, it shows that the connection is down, but after a reboot, it will come back up again.

Where would I start investigating the problem?

I am not the most technically savvy and I was kinda put in charge of managing this. Your assistance would be greatly appreciated.

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0 FormerMember over 4 years ago
Hi kibol bugs,

Thank you for reaching out to the Community!

First of all, I would suggest you configure the gateway failover rule to ping the gateway AND ping or establish a TCP connection to an external IP address, for example, 8.8.4.4 or 1.1.1.1. If the firewall can't ping the gateway and ping or establish a TCP connection on port 80 to 8.8.8.4.4, the gateway is considered down.

You could also check the dgd logs on the firewall. If the gateway goes down due to the ISP/modem/cable/interface issue, it will be logged in the dgd logs.

Sophos XG Firewall: How to SSH to the firewall using PuTTY utility

Run the following command from the Advanced Shell: awk '/Dead/' dgd.log and share the output.

Thanks,
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0 Andrew Laing over 4 years ago

Which version are you using, I have had issues in 18.3 where my connection speed will drop from 1gbps to 1mbps and only rebooting the interface/ONT resolves the issue. It is like the WAN port gets "stuck" I cannot see anything in logs, 18.01 does not have this issue.
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0 FormerMember over 4 years ago

As you mentioned reboot solves it! for clarification, the issue is from the ISP modem or firewall you can also place an unmanaged L-2 switch between the ISP modem and firewall check all cables, and verify do you need to reboot the firewall or ISP modem?

Also please provide DGD logs. You can refer to these articles for how to collect logs:- https://support.sophos.com/support/s/article/KB-000035758?language=en_US https://docs.sophos.com/nsg/sophos-firewall/18.0/Help/en-us/webhelp/onlinehelp/nsg/sfos/concepts/LogFileDetails.html
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