connection lost for 30 seconds randomly

Hello Cristiano de Morais Lima,

Thank you for reaching out to the community, is customer using any authentication method for users to access the internet, if yes then which method ?
What are policies been applied in the LAN to WAN rule ? is it plain or cx is using scanning ?
Is web/application policy is being used ?
Is IPS policy applied on the FW rule ?

Hello, Vivek Jagad, thank you for answer me.

The Web policy apllied is: No Explicit Content
The App policy applied is: Block peer to peer
The IPS policy applied is: LAN TO WAN

Enabled Scan HTTP and decrypted HTTPS and Block QUIC protocol
But I'm tried to use without any policies, and the loss stills.

Hi Cristiano de Morais Lima 

Please connect to the XG following this KB (https://community.sophos.com/kb/en-us/133678)

Once in there press number 4 to land in the console and run the following command:

console > drop-packet-capture 'host X.X.X.X and host 8.8.8.8' (Modify the X.X.X.X to be the Private IP of the computer where you are running the Ping)

If the XG is dropping  the traffic you will see something there.

You can also check at the time the issue happens the fwlog.log

In a new Putty session/window now go 5>3 then type cd /log and press enter

then you can type less # less fwlog.log (ctrl + g takes you to the last line) and check the time when the issue happens

Additionally, to this, I would also recommend you to leave or run a conntrack when the issue is happening

#conntrack -E -s X.X.X.X 

Check for unreplied packets.

And finally, check the IPS.log for anything the XG might be dropping at that time, and also when the issue is happening confirm if the XG can ping 8.8.8.8

Thanks and Regards

Hi Cristiano de Morais Lima 

Please connect to the XG following this KB (https://community.sophos.com/kb/en-us/133678)

Once in there press number 4 to land in the console and run the following command:

console > drop-packet-capture 'host X.X.X.X and host 8.8.8.8' (Modify the X.X.X.X to be the Private IP of the computer where you are running the Ping)

If the XG is dropping  the traffic you will see something there.

You can also check at the time the issue happens the fwlog.log

In a new Putty session/window now go 5>3 then type cd /log and press enter

then you can type less # less fwlog.log (ctrl + g takes you to the last line) and check the time when the issue happens

Additionally, to this, I would also recommend you to leave or run a conntrack when the issue is happening

#conntrack -E -s X.X.X.X 

Check for unreplied packets.

And finally, check the IPS.log for anything the XG might be dropping at that time, and also when the issue is happening confirm if the XG can ping 8.8.8.8

Thanks and Regards

Hello Bharat J,I'll check all your suggestions and will feedback you, thank you so much