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XG Unit Constantly Disconnects / Reconnects

Hi there,

We have 15 XG appliances we manage with SCFM, but for some reason, one of them constantly disconnects and reconnects to the SCFM. The client's internet does not drop, but every couple of minutes, we receive a notification from SCFM saying that the device has disconnected, then in another couple of minutes, we receive another notification stating that it's reconnected.

The appliance itself is configured almost the same as all our other appliances, and none of the others have this issue.

Any idea what would be causing this?

Kind regards,
Stuart Mitchell

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0 sachingurung over 7 years ago

Hi Stuart,

Check the Log Viewer's Gateway logs in the affected XG when the WAN link fluctuates? I suspect the disconnection is caused to the WAN failure.

Thanks

Sachin Gurung
Team Lead | Sophos Technical Support
Knowledge Base | @SophosSupport | Video tutorials
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0 StuartMitchell over 7 years ago in reply to sachingurung

Hi Sachin,

I can't see any WAN disconnections in the logs. It's a Bigpond Cable connection if that helps?

Any other suggestions?

Kind regards,
Stuart Mitchell
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0 RaviPatel over 7 years ago in reply to StuartMitchell

Hi Stuart,

Check heartbeat port you have configured in your XG device central management page and in SCFM side for that XG device from managed device page of SCFM. Both port are same?

Check TcpDump for heartbeat port in XG and identify if there is any connectivity issue

Ravi
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0 RaviPatel over 7 years ago in reply to StuartMitchell

Hi Stuart,

Check heartbeat port you have configured in your XG device central management page and in SCFM side for that XG device from managed device page of SCFM. Both port are same?

Check TcpDump for heartbeat port in XG and identify if there is any connectivity issue

Ravi
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