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External WAN connection goes down but modem is fine.

BryanEdwards
Hello I am using Sophos UTM9 and have been using it for a few months just fine. Today I was browsing the Internet and suddenly it stopped working. I log onto the web admin page and saw the external WAN connection stat as "down" and link "up" so I assumed the ISP connection had gone down. A couple hours later the Internet is still down so I log onto the Comcast website and the connection status for me is good but the Internet still isn't working. After a couple hours of troubleshooting I discover that the modem is fine and connected but UTM9 is showing a down connection so I can't get online without bypassing UTM and connecting straight to the modem. I can look at the network usage log and see the external connection traffic then all of a sudden nothing. Like I said I have been running just fine for months and haven't configured anything on it in a couple months. I am currently running 9.352-6. Any help will be appreciated and let me know if I need to post any logs.


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  • 0
    So I ended up spinning up another VM and installing Sophos UTM on there. Did a quick and dirty configuration to get it up an running so I could update it. Then exported a backup from the existing UTM configuration and imported it to the new UTM VM, and within about an hour was back up and running. This time I provisioned 50GB per Scott_Klassen suggestion of 40GB+ so hopefully I wont run into a storage problem again.

    I would like to keep trying to solve this because it could happen again and spinning up another VM isn't a permanent solution for me. I did keep the old instance of UTM on the host so we can keep working through this. Please keep the suggestions coming.
  • 0 in reply to BryanEdwards
    Do you have a Dynamic IP or Static IP issued from your ISP ?

    I had a similar issue when setting a static IP in the WAN interface settings. My internet connection would just die throughout the day. Since I have a dynamic IP, checking off the dynamic ip check box solved this problem.

    --
    SCA/UTM/XG  Sophos Platinum Partner

  • 0 in reply to jflex
    I do have a dynamic IP but it was/is configured for that. It wasn't updating the IP for the WAN connection. I would click renew but it would still read 0.0.0.0 for the IP. The modem and UTM weren't communicating with each other even though I saw the traffic light blinking on the modem and packets being sent out on the WAN connection.
  • 0 in reply to BryanEdwards

    Since you are running the UTM in a VM, you could try going into interfaces and selecting the Hardware tab.

    Edit the WAN interface and check off the box for "Set virtual MAC" Type in the MAC of the physical nic used by the Hypervisor host that has the modem ethernet cable plugged into it. Since most VMs in a hypervisor will be given virtual nics with their own unique MAC addresses, your modem is probably registered to the MAC of the host and not the VM.

    --
    SCA/UTM/XG  Sophos Platinum Partner

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  • 0 in reply to BryanEdwards

    Since you are running the UTM in a VM, you could try going into interfaces and selecting the Hardware tab.

    Edit the WAN interface and check off the box for "Set virtual MAC" Type in the MAC of the physical nic used by the Hypervisor host that has the modem ethernet cable plugged into it. Since most VMs in a hypervisor will be given virtual nics with their own unique MAC addresses, your modem is probably registered to the MAC of the host and not the VM.

    --
    SCA/UTM/XG  Sophos Platinum Partner

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