New Sophos Support Phone Numbers in Effect July 1st, 2023

This discussion has been locked.
You can no longer post new replies to this discussion. If you have a question you can start a new discussion

Firewall dropping packets for standard applications

Hi Community,

I am seeking your advice... I recently upgraded my hardware from an XG105 to and XG115 to address performance issues we were experiencing with MSFT Teams, WebEx, Nintendo Switch, etc.

Given both my wife and I are WFH now due to Covid, our issues have become more apparent.

I am not a network or security engineer, but know enough to navigate my way around the FW. 

If I set up a persistent ping to and external address, say Google's DNS, and run a Team calls concurrently, I will notice the video and audio performance degrades and I see packet loss on the ping.  I also filter the logs by my laptop IP, where I am running Teams from, and can see denied traffic.  When I look at the addresses via a domain lookup (Centralops), most of the addresses are AWS, MSFT (direct) & Azure (Hosting), etc.

I have added exceptions into my rules but this doesnt seem to make a difference.

The last thing I want to do is create a whole bunch of bypass rules and compromise the effectiveness of the FW - whats the point of having it.

So, what is the best way to get support on this?  I need some help in diagnosing the root cause (poor configuration, missing rules or policies, etc).

This thread was automatically locked due to age.
Parents Reply Children
  • I am running an XG115W with two AP55s attached via a 1gb switch with SFOS 18.0.1 MR-1-Build396

  • Hi,

    this might seem like a dumb question, but why are you inning bridge mode?


    XG115W - v19.5.2 mr-2 - Home

    If a post solves your question please use the 'Verify Answer' button.

  • it was default due to the way I connect my Telstra gateway.  I tried to avoid it based on some previous posts I read.

    Happy to rebuild in route mode...

  • Hi,

    with just two of you,  bridge is hard to configure with all your extra equipment in my opinion. But having said that I don’t think Telstra hfc gateways allow bridge mode.

    also depends on what you are trying to achieve.


    XG115W - v19.5.2 mr-2 - Home

    If a post solves your question please use the 'Verify Answer' button.

  • Hello Msaggers,

    Thank you for the follow-up.

    If possible please post your Firewall rules configuration and the exceptions you created.

    As per the bridge, I would recommend you to break it if possible, and/or remove the 2 ports that are not being used.


    Emmanuel (EmmoSophos)
    Technical Team Lead, Global Community Support
    Sophos Support VideosProduct Documentation  |  @SophosSupport  | Sign up for SMS Alerts
    If a post solves your question use the 'Verify Answer' link.
  • is there a way to dump the config via CLI or will screen shots do?

  • Hi msaggers,

    screenshots are fine and best.


    XG115W - v19.5.2 mr-2 - Home

    If a post solves your question please use the 'Verify Answer' button.

  • we also have two internet leeches (teenagers) Ian.

    The reason for using this firewall is:

    a) external protection at the firewall rather than Mac / PC

    b) We dont run internal AV

    c) I wanted to use the APs to extend the wifi coverage


    So our needs are pretty simple

    1) strong wifi coverage

    2) protection from young people' stupidity of what they are downloading and browsing (Gateway AV, Web Filtering, IPS)

    3) priority of traffic for WFH (Teams, WebEx, Zoom)

    4) solid streaming services (Netflix, TelstraTV, AppleTV, etc)


    I am sure these problems are configuration related.  I have rebuilt the previous XG105 and this XG115 to try and simplify the config, but each time I try to troubleshoot complains of video drops or high ping rates for gaming, I find post on additional configurations (exceptions, FW rules, etc) which doesnt fully address the performance issues.

  • Hi Matt,

    thank you for those screenshots.

    Things you might like to sconsider

    1/. 2.4ghz throughput is max 150mb/s

    2/. your link is 50/20mb/s

    3/. using different SSIDs for 2.4 and 5gz bands.

    4/. removing some of the functions in the LAN and WIFI settings.

    5/. firewall rule processing is from top down.

    Below are my IP settings.

    Do you have a server at home?

    If not you do not need DMZ, the rule which can be deleted. You also seem have a lot of disabled rules which you should consider deleting. Do you plan on remote connections into your network or firewall, if not remove the ssh vpn from the WAN interface.

    How are you APs connected?


    XG115W - v19.5.2 mr-2 - Home

    If a post solves your question please use the 'Verify Answer' button.