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Firewall or ISP problem?
im a fresh graduate turned IT support and the company I support suddenly lost internet connection. field technician and I proved that the isp modem is indeed providing internet connection but it's lost when the rest of the setup (watchguard/firewall > switch > domain controller and the rest of the devices) is in play
connected to the isp modem via Lan gives me internet connection
I can ping and access local devices/network, but don't have "internet" access or browse the web. tracert stops at first hop (1 * * * request timed out to 2 * * results: destination net unreachable)
nslookup resolves DNS server and gateway properly
watchguard/fireware web UI configuration settings seem to be proper, as nothing really changed. it's just a few days ago until the company lost internet connection
I sought help from their IT support I'm Germany and he said he absolutely have no idea aside the public IP address being changed (it didn't) or the PPPoE credentials might have been expired
I have reached out to the ISP to confirm this problem, but can I please get your insights as to how to proceed? I'm a fresh graduate and don't have much experience with network.
I can provide pictures/tests if needed. thank you very very much
connected to the isp modem via Lan gives me internet connection
I can ping and access local devices/network, but don't have "internet" access or browse the web. tracert stops at first hop (1 * * * request timed out to 2 * * results: destination net unreachable)
nslookup resolves DNS server and gateway properly
watchguard/fireware web UI configuration settings seem to be proper, as nothing really changed. it's just a few days ago until the company lost internet connection
I sought help from their IT support I'm Germany and he said he absolutely have no idea aside the public IP address being changed (it didn't) or the PPPoE credentials might have been expired
I have reached out to the ISP to confirm this problem, but can I please get your insights as to how to proceed? I'm a fresh graduate and don't have much experience with network.
I can provide pictures/tests if needed. thank you very very much
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Answers
Reboot (power off/on) the internal switch.
If that doesn't fix it, reboot the firewall.
If you have a support contact on your firewall, you can open a support case with WatchGuard, who might be able to offer additional suggestions.
@niel
The firewall isn't picking up a DHCP address. That might represent a network issue, or it might just mean the ISP device isn't providing DHCP to your firewall.
If you had your PC plugged directly into the ISP's device, I'd suggest rebooting the ISP device, as they will very often only have one DHCP lease available for whatever public IP they've assigned for you. If your PC took that reservation, rebooting the ISP device should clear that reservation.
-James Carson
WatchGuard Customer Support
Notice that eth0 shows no IP addr etc. which suggests an issue with the ISP not providing an IP addr to your external interface.
Odd that something else connected to the ISP device seems to get an IP addr from your initial comments, but your firewall does not.