2 cases of 25-50% ping loss behind FG30 and FG50E models at the same day

[RolandBaumgaertner72]

Hi,

we have a customer who has >20 FG30E and FG50E units to connect ther small branch offices. They are in the middle of a ERP change, so the trade up for new FG models was planed for the end 2024.

Yesterday they told us that in 2 offices (1 x FG30 and 1 x FG50) their internet is really slow. We connected from outside and for us everything seemed normal. We sent a technician and he found out that connecting directly to a LAN port he got like 25-50% ping loss to the FG unit. 

We had once a similiar case and we needed an RMA. It seems clear that this is a hardware failure but for us doing an RMA is also bad timing and bad process for the customer.

Anybody else got the same issue and found a work around or is the RMA the only solution?

Thanks!

[AEK]

Hi Roland

• Do you have the ping loss on all ports?
• Did you notice high CPU usage?
• Are you using at least Cat-6a cables to connect the FG?
• Any change before the issue started to occur? (like firmware upgrade or config change)
• Do you see any errors/drops on the affected ports when you type "fnsysctl ifconfig"?
• Do you see any errors/drops on the switch-ports that are connected to FG ports?

[hbac]

Hi @RolandBaumgaertner72,

If it is a hardware issue, I don't think there is a workaround. If the RMA is approved, Fortinet will send the new unit first and you can return the old one later. 

Regard, 

[RolandBaumgaertner72]

Hi,

I got granted a RMA for both units.

No, nothing changed in both cases in the last months. Suddenly, at the same day the problem started. No high CPU, no high memory, only that it seems like the switch as LAN is not working and you loose from host to FG or also from FG to IPs like at least 25% of the pings. 

This happened now 3 times, all the times with FG30E or FG50E units. First time in 2022 and now 2x in 2024.

The only problem is that now we have to pass 2 times to the customer to put an emergency unit and than install and configure again the RMA.

Thanks!

[AEK · Accepted solution]

Hi Roland

May we know which FOS version on each?

[RolandBaumgaertner72]

FG30E with 6.0.18 and FG50E with 6.2.16