Sense losing internet connection

Aspirant

Re: Sense losing internet connection

@FS_Simo Any luck in reporducing?

 

I have an additional situation. I cannot connect my work laptop to internet through SENSE. I get connected to the SENSE wifi AP but without internet connection meaning I do not get a connection even once i a while. When I connect to a wifi AP on the WAN side of the SENSE everything works but of course I cannot connect to anything in my home. I hope you do not require a PC to have SENSE or SAFE software installed as that would totally disqualify the router.

F-Secure Employee

Re: Sense losing internet connection

We are a bit delayed with some of these cases because of the WPA2 vulnerability took most of the team to fix and verify at a fast schedule, apologies for that. This item is still on our list of things to work on. In our 'normal' test environments we don't see such break-ups so this is somehow related to some specific scenario.

 

For your connection issue, you should not need any additional 'software' to keep SENSE running. Setting it up with the mobile app once should be enough. Did this problem start occurring after the previous update? Please provide is a bit more information about your home environment.

 

Are you using WIFI as upstream connection? Does SENSE display the internet breakup signal (--||--)?

Is it just your work laptop that is having the problem or other devices also? Does your work laptop have VPN running, does it help if you turn it off? If so, what specific VPN is it?

 

Have you tried changing WIFI channels for SENSE?

Aspirant

Re: Sense losing internet connection

Thank you for the update and ideas.

 

I have never seen the internet breakup signal  (--||--) on the SENSE display. My work PC uses Pulse Secure VPN. Switching it on or off does not impact the lack of access to internet. No it is not only my work PC that has problems but that is the only one that has never gained access to internet through SENSE wifi AP although connecting to SENSE.  Other clients randomly looses access to internet while staying connected to SENSE and the interesing part is that they do not loose internet connection at the same time indicating it is not the connection between SENSE and the internet that is the problem.

 

SENSE got a SW update the day before yesterday. I will do the testing again with this update. I have also now changed the channel to one that is far from any other wifi nearby. There was actually an overlap in the channels - lets hope this helps.

 

SENSE is connected to the load balancing router by ethernet cable.

 

 

FormerMember
Not applicable

Re: Sense losing internet connection

So your work domain pc doesn't connect to internet at all from sense.

Does it work if your connect it directly to the wan router?

 

So your other clients lose internet connection randomly but not at the same time? As in internet connection works for some when for some it doesn't.

 

Since you mentioned a load balacing router, have you or can you try connections without it?

 

Aspirant

Re: Sense losing internet connection

 

This is how I tested but I have not tested with the SENSE ESW update fro the day before yeasterday:

Connect work PC to SENSE wifi => Connected to SENSE, no internet connection while at the same time other clients do get internet connection using SENSE wifi.

Connect work PC to annother wifi on the WAN side of SENSE => the PC gets internet connection. 

In both cases it does not matter if I have VPN on or off in the work PC. Other clients still have internet access through SENSE.

Reconnect work PC to SENSE wifi => Connected to SENSE, no internet connection while at the same time other clients still hav internet connection using SENSE wifi. 

I can verify that the PC has a connection to SENSE both by looking at wifi connections (says connected, no internet) and by using a browser to access the SENSE IP adress which shows a web page asking me to install the SENSE package.

 

Exactly: at the same time some clients get internet connection through SENSE while other do not. Seems PC computers loose the connection more often than Android phones. I have now changed the wifi channel and will follow up if this helped.

I will make the tests bypassing the load balancing router. If that is the solution I will of course be dissappointed as the idea is to get both more speed AND reliability.

FormerMember
Not applicable

Re: Sense losing internet connection

Try disabling sense protections one by one to see if one of them causes work pc to not have internet access.

Aspirant

Re: Sense losing internet connection

Good idea. I will try that too during the weekend.

 

Highlighted
Aspirant

Re: Sense losing internet connection

Ok, now I have had a chance to test thing again.

The internet connection works atleast right now. What has changed? - I changed the wifi channel to one as far as possible from others and the SENSE got an update. I do not know which action helped. I have reconnected SENSE to the load balancing router and the connection has remained stable for an hour or so now. I will continue to monitor the performance.

Thank you @FS_Simo and @FormerMember for your ideas!

FormerMember
Not applicable

Re: Sense losing internet connection

Back to my issue.

After the sense fw updates my Sense does not get the internet lost icons when I experience the connection issue.

Dunno if you guys tweaked it up on the updates.

I'll submit new logs again by email.

FormerMember
Not applicable

Re: Sense losing internet connection

Any update on this issue?