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DNS Issues

Nathan Bolen

Hello, I have a user who is utilizing the Sophos XG 86w firewall for a home office. They way it is set up has her home internet split to allow her work network as well as her home network. She connects to the networks via wireless. So she has an SSID for her home network and an SSID for her work and she is using the built-in wireless feature in the firewall. When she is browsing the web on her personal laptop, she gets a splash page from the firewall stating that "The website you requested cannot be accessed. It might work of you try again later". When looking at the reason for the message it says "The DNS server did not respond to our request for an address lookup" Does anyone know of what I can look through the firewall for? The web filtering is not on. Thank you very much for your help.



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  • FormerMember
    0 FormerMember

    Hi ,

    Thanks for reaching out to the Community! 

    Is the client traffic for the wireless network configured as a bridge to AP LAN or a separate zone? Is this issue occurs for all the web traffic? 

    Did you configure external DNS servers? When an issue occurs, are you able to ping google.com or 8.8.8.8? 

    Thanks,

  • 0 in reply to FormerMember

    The wireless that is having the issue is a separate zone. im not sure if they can ping 8.8.8.8 when it happens, because it is completely at random. it wont work at first but then retrying the page will. her office SSID is bridged

  • 0 in reply to Nathan Bolen

    Also, i have the SSID DHCP servers have different DNS servers. So her office network is functioning fine with no issues.

  • FormerMember
    0 FormerMember in reply to Nathan Bolen

    Hi ,

    It could be the DNS server issue. You can verify if it's a DNS server or not with "nslookup".

    Try to run the following command with the configured DNS server and then change it to 8.8.8.8 and compare the result. You can also run the packet capture on the firewall to verify the traffic to and from the DNS server. 

    • nslookup <google.com> <DNSServer>

    Thanks,