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Trouble with Firewalla device

I have added a Firewalla device to my network so that I can control device access (shutting off established connections for example). I am trying to troubleshoot something in the device that isnt working (a block against a group didnt work, but should have). So they asked me to enable Remote Support on the device. This is failing. They think the XG is blocking something. So I looked through the logs in the GUI but i dont see anything super interesting other than

IPS

2021-09-15 11:44:59

Signatures

Drop

Firewalla IP

34.212.180.91

3696

SERVER-OTHER Veritas Backup Agent DoS attempt

server-other

Windows

Server

07002

I tried creating a DOS exemption for the internal IP but the traffic keeps showing up. But that is happening regardless of whether or not I try to enable remote support.

I also see a corresponding Invalid Traffic item in the firewall log.

Any other thoughts on how I can troubleshoot this access issue?

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Parents

0 emmosophos over 3 years ago

Hello there,

Thank you for contacting the Sophos Community.

What version of the XG are you running?

I'd recommend you to create a Firewall rule for one of the computers in use without any restriction see if it works (No Webfilter, Decrypt and Scan, IPS, etc)

If you’re using V18 also create a SSL/TLS rule exception for this computer.

Do you know what Remote Support software is being used?

Regards,

Emmanuel (EmmoSophos)

Technical Team Lead, Global Community Support
Sophos Support Videos | Product Documentation | @SophosSupport | Sign up for SMS Alerts
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0 Super CM over 3 years ago in reply to emmosophos

I am running V18. I have created a firewall rule with no restrictions. Ill try the SSL exception next. I have asked what software they use and let you know.
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0 Super CM over 3 years ago in reply to Super CM

Firewalla's remote support channel is based on SSH reverse proxy. The box needs to establish an outbound connection to port 10000 on support.firewalla.com.
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0 emmosophos over 3 years ago in reply to Super CM

Hello there,

Thank you for the update.

Did you create the SSL/TLS inspection for this? It should look like the following.

Regards,

Emmanuel (EmmoSophos)

Technical Team Lead, Global Community Support
Sophos Support Videos | Product Documentation | @SophosSupport | Sign up for SMS Alerts
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0 emmosophos over 3 years ago in reply to Super CM

Hello there,

Thank you for the update.

Did you create the SSL/TLS inspection for this? It should look like the following.

Regards,

Emmanuel (EmmoSophos)

Technical Team Lead, Global Community Support
Sophos Support Videos | Product Documentation | @SophosSupport | Sign up for SMS Alerts
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