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Very slow or non-functional GoToMeeting, Microsoft Teams, etc.

We have only a few users in the office but they are reporting very slow performance of audio/video conferencing platforms. We have a ton of bandwidth so that's not the issue. The same meetings are flawless when joined from home. This happens with the conferencing apps themselves or their browser-based alternatives.

I have a ticket open and the support tech has tried traffic shaping but there doesn't seem to be any improvement. Again, we have a ton of bandwidth and very few users so that shouldn't be necessary.

We obviously need to get this fixed before people start returning to the office.

Any ideas? SFOS 17.5.12 MR-12

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0 Keyur over 3 years ago

Hi ken9000

Please check the traffic shaping setting and specify Total Available WAN Bandwidth to the maximum value.

Optimize for Real-Time (VoIP)

Enable to give priority to real-time traffic like VOIP over all other traffic.

Priority

Set the bandwidth priority. Priority can be set from 1 (highest) to 7 (lowest) depending on the traffic required to be shaped.

Please also check for DOS flooding check, please check the system graph for WAN interface usage.

Please share the service request number through PM to check the case history.

Regards,

Keyur
Community Support Engineer | Sophos Support
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0 ken9000 over 3 years ago in reply to Keyur

Thanks for the reply and offer of help! PM sent.
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0 ken9000 over 3 years ago in reply to Keyur

Total Available WAN bandwidth is set to the max of 2560000

Optimize for real-time VOIP was set to off but I have turned it back on per your recommendation.

Here's our current bandwidth usage from that button. Does this look right?

Bandwidth usage

Priority 	Guarantee(KBps) 	 Limit(KBps) 
------------------------------------------------------------------
       0 	   15950.00		 256000.00    
       1 	       0.00		      0.00    
       2 	       0.00		      0.00    
       3 	       0.00		      0.00    
       4 	       0.00		      0.00    
       5 	       0.00		      0.00    
       6 	       0.00		      0.00    
       7 	       0.50		    192.00    
------------------------------------------------------------------
       7 	       1.00		 100000.00 (Default Policy)
------------------------------------------------------------------
Total    	   15951.50		 356192.00     

Total Available WAN Bandwidth: 2560000 KBps

0 ken9000 over 3 years ago in reply to Keyur

I believe DOS is disabled based on this but let me know where to check if not.

Source Destination

Applied Traffic dropped Applied Traffic dropped

No 0 No 0

No 0 No 0

No 0 No 0

No 0 No 0

No 0 No 0
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0 Keyur over 3 years ago in reply to ken9000

Hi ken9000

Thank you for sharing details, DoS setting is not applied in the firewall, it would be great if you could PM me the service request number so that I can check the history and observation of the support engineer, it would help us to assist you better.

Regards,

Keyur
Community Support Engineer | Sophos Support
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0 ken9000 over 3 years ago in reply to Keyur

PM-ed you the service request #.
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0 Keyur over 3 years ago in reply to ken9000

Hi ken9000

Thanks for sharing the service request number, I will check and inform you further.

Regards,

Keyur
Community Support Engineer | Sophos Support
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0 ken9000 over 3 years ago in reply to Keyur

Thank you! I believe I am scheduled for another call with the technician in a few hours.
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0 ken9000 over 3 years ago in reply to Keyur

Now we're trying disabling IPS in a rule specifically applying to those users having the issue though there is no log evidence IPS is the culprit. This is difficult since I don't know who or when in regards to these audiovisual conference meetings. Our usual IPS rule is a basic "LAN to WAN" rule we've used for years.

I have noticed apps being defined as proxy apps being blocked in app filters during audiovisual conferencing. The blocked IP addresses correspond to Microsoft, GotToMeeting, LogMeIn, etc. The technician did not seem to think this was an issue but it definitely seems weird to me.
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0 BrianBr over 3 years ago

Do you have "Scan audio and video files" turned off?
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Source		Destination
Applied	Traffic dropped	Applied	Traffic dropped
No	0	No	0
No	0	No	0
No	0	No	0
No	0	No	0
No	0	No	0