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UTM 9.4, RED 15W Standard/Split mode , internet not working

Hi,
I have ASG software in 9.4 version and RED 15w. Configured in Standard/Split mode.
RED is connect to internet via LTE modem on USB port.
In RED configuration I added 192.168.2.0/24 (local network on utm) in Split Networks.
In firewall I added rule 192.168.55.0/24 (red network) - any - any ip accept
I use server development helper DHCP is set and DNS.
Local network working but Internet doesn’t.
I have access to all computer in local network from PC plugged to RED.

Ping DNS hostname show IP address but not respond. Web page not working.

If I add new Masquerade rule, red network to wan on UTM, internet working on PC plugged to RED 15W, but is going over tunnel. IP displayed on geolocation page show IP from Wan UTM.

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0 DEKRAItalia over 8 years ago

I'm in the same situation: RED 15 set on Transparent / Split and since upgrading from 9.3xx to UTM 9.402-7 clients can't resolve any DNS any more.

Is there a workaround??? anyone???
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0 MattTwombly over 8 years ago in reply to DEKRAItalia

Same situation here. I have been troubleshooting this issue since upgrading on Friday. I have no DNS on my RED 15 (not 15W) since upgrading to 9.402-7. Anyone figure out whats going on?
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0 DEKRAItalia over 8 years ago in reply to sachingurung

my case is #5950013
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0 MattTwombly over 8 years ago in reply to sachingurung

My case # #5956468
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0 sachingurung over 8 years ago in reply to MattTwombly

Hi All,

RED15-W has a known bug in regards to Standard/Split mode in firmware v9.4. Good news!! a fix to this is confirmed in firmware v9.402. Please upgrade to the latest firmware v9.402 and restart the RED tunnel.

Hope that helps.

Sachin Gurung
Team Lead | Sophos Technical Support
Knowledge Base | @SophosSupport | Video tutorials
Remember to like a post. If a post (on a question thread) solves your question use the 'This helped me' link.
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0 MattTwombly over 8 years ago in reply to sachingurung

Sachin,

Will this fix Transparent/Split mode as well?

Thanks
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0 DEKRAItalia over 8 years ago in reply to sachingurung

sorry to inform you that i'm running 9.402-7 and my RED15 is set Transparent / Split and the DNS bug is still there!!!!
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0 sachingurung over 8 years ago in reply to DEKRAItalia

Hi,

I request you to upgrade on v9.403, if you still face the issue, please contact support with the bug id NUTM-3076.

Thanks

Sachin Gurung
Team Lead | Sophos Technical Support
Knowledge Base | @SophosSupport | Video tutorials
Remember to like a post. If a post (on a question thread) solves your question use the 'This helped me' link.
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0 MattTwombly over 8 years ago in reply to sachingurung

Upgraded to 9.403, restarted UTM and RED 15. Still no DNS! Sent bug id to support.
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0 DEKRAItalia over 8 years ago in reply to sachingurung

sorry to inform you that I have upgraded to v9.403 and nothing is fixed. can i get a replacement of the RED?
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0 MattTwombly over 8 years ago in reply to DEKRAItalia

I spent 3 hours on the phone yesterday with a very competent tech and there is definitely something wrong. Not sure exactly the cause but it has been escalated up to another tier. I'll keep this forum updated with any new info.
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0 DEKRAItalia over 8 years ago in reply to MattTwombly

my question is this: if I have my business stuck since 2 weeks so far because no one on the remote site can connect to our main local network, can I have my RED replaced by Sophos or we need to say goodbye and move to another vendor that supports his customers in a proper way?
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0 DEKRAItalia over 8 years ago in reply to MattTwombly

my question is this: if I have my business stuck since 2 weeks so far because no one on the remote site can connect to our main local network, can I have my RED replaced by Sophos or we need to say goodbye and move to another vendor that supports his customers in a proper way?
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0 TonyMongiello over 8 years ago in reply to DEKRAItalia

I had mine replaced by Sophos. Replaced a RED15w with a RED15. Once installed, my remote site was back online. They even overnighted it to me.

Go ahead and open a ticket, they will take care of you.

T
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0 DEKRAItalia over 8 years ago in reply to TonyMongiello

WTF i got my case #5950013 open 2 weeks ago and they disappeared. I'm very disappointed by Sophos support and I'm leaving them
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0 sachingurung over 8 years ago in reply to DEKRAItalia

Hi,

I checked the case# and support is working on this. They are in constant touch with you. Your patience will be appreciated.

Thanks

Sachin Gurung
Team Lead | Sophos Technical Support
Knowledge Base | @SophosSupport | Video tutorials
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0 MattTwombly over 8 years ago in reply to sachingurung

Heard back from support and all RED15's in Transparent/Split are affected by this bug. No solution yet and RMA for a new unit does not fix the issue.
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