Important note about SSL VPN compatibility for 20.0 MR1 with EoL SFOS versions and UTM9 OS. Learn more in the release notes.

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

ken9000

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

    For anyone experiencing a multitude of weird dropped communications issues like us, it appears all UDP traffic (including streaming audio/video, RDP, VoIP, etc.) through the firewall is affected (drop-outs) when what should be completely unrelated IPSec VPN connections made to the firewall via Sophos Connect clients.

     

    So each time one of our 350 users connects or disconnects their Sophos Connect client, all UDP traffic currently streaming through the firewall drops for potentially several seconds for all users trying to view something. I have no idea why these things are related and there's actually no evidence of this in the logs but running the "set-vpn" disable command found in this KB article seems to have resolved it. https://community.sophos.com/kb/en-us/127785

     

    It's still unclear on what the longer-term ramifications for disabling this might be as I haven't received a straight answer from support.

     

    Anyway, the magic never stops with Sophos XG!

  • 0

    Do you have "Scan audio and video files" turned off?

  • 0 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.

  • 0 in reply to Keyur

    Thank you! I believe I am scheduled for another call with the technician in a few hours.

  • 0 in reply to ken9000

    Hi  

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

    Regards,

    Keyur
    Community Support Engineer | Sophos Support
    Sophos Support Videos | Knowledge Base  |  @SophosSupport | Sign up for SMS Alerts |
    If a post solves your question use the 'This helped me' link

  • 0 in reply to Keyur

    PM-ed you the service request #.

  • 0 in reply to ken9000

    Hi  

    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
    Sophos Support Videos | Knowledge Base  |  @SophosSupport | Sign up for SMS Alerts |
    If a post solves your question use the 'This helped me' link

  • 0 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
  • 0 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 in reply to Keyur

    Thanks for the reply and offer of help! PM sent.

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