troubleshooting intermittent internet connection issue

[Xtra]

my office is using this firewall, we have 2 internet connection coming in via ADSL modems, WAN1 is used for internal client PCs for internet connection and WAN2 is used for Server to upload files to dropbox. office users are experiencing intermittent issue with email underliverable error and outlook calender is not updating. can anyone point me in the right direction on how to troubleshoot internet connection issue on this model of firewall? 

here is the detailed message from the undeliverable email. 

The following recipient(s) cannot be reached:

      'email receiver' on 20/09/2016 8:39 AM

            This message could not be sent. Try sending the message again later, or contact your network administrator. The client operation failed. Error is [0x8004010f-0x8004010f-0x000501].

thanks

Xtra

[Dan_Z]

Hi Xtra,
Welcome to the community!

To troubleshoot this issue,you can capture packets for device LAN port and WAN port.
--Go to Monitoring->Diagnostics
--Click PacketTrace button，to capture packets for lan or wan.

Thanks,

Dan

[DaneA]

Hi Xtra,

As a follow-up to the response of @Dan_Z, kindly answer the questions below:  

a. Does the problem only involve sending e-mails outside the network?  Are you able to send e-mails within the local network?

b. Are you able to receive e-mails from outside the network as well as within the local network?

c. Have you check the setting of the e-mail server as well as the setting of Outlook on each PC?

d. What is the current firmware version of the FVS336Gv3?

e. Have you tried to reboot the FVS336Gv3 and check if same problem occurs? 

Regards,

DaneA

NETGEAR Community Team

[Xtra]

Hi Dan-Z,

i have captured the LAN/WAN1/WAN2 packets, what do i do next to analyse it? 

Regards,

Xtra

[Xtra]

Hi DaneA,

1. Does the problem only involve sending e-mails outside the network?  Are you able to send e-mails within the local network?

            - the problem is only intermittent and apply to sending email to both inside and outside of the network.

1. Are you able to receive e-mails from outside the network as well as within the local network?

            - yes receiving email is fine from inside and outside of the network

1. Have you check the setting of the e-mail server as well as the setting of Outlook on each PC?

            -yes, the office is using office 365 online exchange, all settings are pushed to client PC using autodiscovery

1. What is the current firmware version of the FVS336Gv3?

            -

System Name:	FVS336GV3
Firmware Version:	4.3.1-14

1. Have you tried to reboot the FVS336Gv3 and check if same problem occurs? 

            -have tried rebooting, problem doesn’t go away, it will reappear again

Regards,

Xtra

[Dan_Z]

Hi Xtra，
You can compare the packets from LAN and WAN. If the packets is consistent that indicate device can forward the packets.
If it is not consistent,you can check the device configuration,make sure there is no rules to block the packets.

Thanks,

Dan

[DaneA]

Hi Xtra,

After you have checked the packet capture as per suggested by @Dan_Z, you may want to update the firmware of the FVS336Gv3 to the latest version which is v4.3.4.2.  You may download it here.  Be reminded that its recommended to factory reset the FVS336Gv3 after upgrading the firmware then reconfigure it from scratch.  Afterwards, observe if same problem occurs.

Regards,

DaneA

NETGEAR Community Team

[DaneA]

Hi Xtra,

Just want to follow-up.  Were you able to update the firmware of the FVS336Gv3 to the latest version which is v4.3.4.2 then factory reset it?  If yes, what is your observation?  

Regards,

DaneA

NETGEAR Community Team