M470 visible on cloud but end users not getting internet

Flexifi

Hello, I have a site where an M470 is the firewall device and no Internet traffic was getting through, yet IT support can see the device remotely and all looked good.

This happened out of nowhere, seemingly. worked fine Friday night then nothing Saturday with no apparent changes. tested up to cable into firewall and all good so problem was with m470. It cleared after a reset of both gateway router (which was passing traffic OK) and the firewall.

so working OK now but we would still like to understand why it stopped passing Internet traffic.

anyone came across this?

Bruce_Briggs

Without logs, it is hard to guess.
Should this happen again, if possible get a support file prior to a firewall reboot.
You can get a suppoort file either from Firebox System Manager -> Status Report
https://www.watchguard.com/help/docs/help-center/en-US/Content/en-US/Fireware/fsm/downoad_support_file.html?Highlight=tgz
or from the Web UI
https://www.watchguard.com/help/docs/help-center/en-US/Content/en-US/Fireware/system_status/support_diagnostics-file_web.html

Then you can open a support incident and include the support file, which may show the issue.

Bruce_Briggs

Also if you have a current LiveSecurity license, you could have logs going the WatchGuard Cloud. So you could look there to see if there is anything to help understand this.

Log Manager (WatchGuard Cloud)
https://www.watchguard.com/help/docs/help-center/en-US/Content/en-US/WG-Cloud/Devices/reports/log_manager_wgc.html

Bruce_Briggs

If you have added your firewall to WG Cloud:
Add a Firebox to WatchGuard Cloud
https://www.watchguard.com/help/docs/help-center/en-US/Content/en-US/WG-Cloud/Devices/device_add_to_cloud.html?tocpath=Manage Fireboxes in WatchGuard Cloud|Add a Firebox to WatchGuard Cloud|_____0