Proxy disconnection on changed member.


In our configuration we have:

Firebox M4600 (FireCluster)

The cluster reports a healthy state.

We've had some users complain that a video conference session disconnects randomly.
Looking at the traffic monitor we noticed that the connection switched from the master to backup.
There is no failover registered.
The WatchGuard documentation states that if a failover occurs the proxied connections must be restarted.

On the client side we had to close the browser and start the connection again.
The video conference runs on Blackboard Collaborate Ultra hosted on AWS.

Any suggestions are appreciated.

Good day.


  • Options
    james.carsonjames.carson Moderator, WatchGuard Representative

    Hi @EdRF

    A failover would definitely cause connections to reset as they move over to the other member. In order to provide any information we'd need to look at the logs to determine why.

    If you're able to grab a support file as close to the incident as possible
    (In firebox system manager, go to the status report tab, click Support, then retrieve
    In WebUI, go to system status -> diagnostics, then click to download a support log file.)

    I'd suggest opening a case with that file (please don't post it here, as it contains information like your running configuration, logs, IP addresses, and other information.)

    -James Carson
    WatchGuard Customer Support

  • Options

    Thank you James.

    I will proceed as suggested.

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