XG Can't ping ISP gateway but users can

We have an XG 310 that has two separate internet connections to the same ISP for redundancy and load balancing.  Obviously, these two connections are set up on their own WAN ports on the XG, each with a different static IP (and each port has a different MAC address).  The issue is that the second connection shows down, however, it will pass internet traffic that is forced out that port with the EXCEPTION of ping.  For whatever reason, the XG cannot ping anything ping-able on the internet.... HOWEVER, clients on the LAN that are forced out that port can ping hosts on the internet.  We also have a third internet connection to a different ISP for backup/failover that is working just fine.  Does anyone have any input as to why the XG is acting this way? 



Edited TAGs
[edited by: emmosophos at 11:20 PM (GMT -7) on 17 May 2022]
Parents
  • Can you perform the following command under the device console?
    Login with the admin credentials via putty with ssh protocol > press 4 for the device console:

    > system diagnostics utilities arp ping interface PortX X.X.X.X
    e.g:  system diagnostics utilities arp ping interface <port number> <gateway IP>

    See if you are able to receive a unicast reply from the ISP gateway? 
    =========================================================================
    If a post solves your question please use the 'Verify Answer' button.

    Thanks & Regards,

    Vivek Jagad | Technical Account Manager 3 | Cyber Security Evolved
    Sophos Community | Product Documentation | Sophos Techvids | SMS
    If a post solves your question please use the 'Verify Answer' button.

Reply
  • Can you perform the following command under the device console?
    Login with the admin credentials via putty with ssh protocol > press 4 for the device console:

    > system diagnostics utilities arp ping interface PortX X.X.X.X
    e.g:  system diagnostics utilities arp ping interface <port number> <gateway IP>

    See if you are able to receive a unicast reply from the ISP gateway? 
    =========================================================================
    If a post solves your question please use the 'Verify Answer' button.

    Thanks & Regards,

    Vivek Jagad | Technical Account Manager 3 | Cyber Security Evolved
    Sophos Community | Product Documentation | Sophos Techvids | SMS
    If a post solves your question please use the 'Verify Answer' button.

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