In Capture Security Center a VPN Tunnel Status shows UP but Flow Status shows DOWN

03/26/2020 44 10133

DESCRIPTION:

This articles helps to troubleshoot the issue with firewalls fully acquired in CSC but no reporting data available. One of the causes for No data in reports is because even though the VPN Tunnel shows UP in Firewall as well as in CSC the Flow Status shows DOWN.

CAUSE:

The possible causes for flow status to show down are:

1. Flow Server assignment is stuck.
2. Configuration issues on the firewall.

RESOLUTION:

Steps to troubleshoot the issue:

1. If Flow Server assignment is stuck, please perform the following:
   1. If its a Newly added firewall and Flow Status is showing down with Tunnel Status as up, follow the below steps:
      
      Login to CSC, click on the Management Tile, Go to Manage tab | AppFlow Settings |GMS Flow Server. Copy "GMSFlow Server Address" and "Source IP to use over VPN Tunnel" in a notepad. Now set these to 0.0.0.0 and click on Accept.
      
      
      Wait for 3-5 minutes and then add the values back in.
      
      NOTE: During this process CSC will try to reassign the agent for the firewall.
      
      
      
      Go to Manage|System|Tools, click on Synchronize Settings:
      
      After the Sync, the Flow Status will show up in CSC.
      If still the same, try deleting the firewall from CSC, wait for 15 minutes and then re-add in CSC. Give it 8-10 minutes to get acquired in CSC.
      
      
   2. If the firewall was already acquired and reporting fine, but later started showing Flow Status as DOWN:
      This shows that there is some issue in backend with the existing Flow Agent or Flow Forwarded. In such cases, CSC will try to reassign the agent for the firewall. Give it sometime to see if the reassignment takes place on its own. If there is no change in the Status or status still shows down, contact SonicWall Technical Support.
      
      
2. Look for any configuration issue on the firewall:
   
   Go to VPN Settings, configure the VPN policy with name SGMS_XXXXXXXXXXXX where XXXXXXXXXXXX is the CSC serial, go to the Network tab and make a note of the object names for Local and Destination networks.
   
   

    

   

    

   
   Login to CSC, Click on the Management Tile,  Select the firewall in question from the Tree Control, Go to  Manage | Firewall| Address Objects and look for the address objects with keyword "GMS" for the specific firewall to see if any duplicates exist. There will be two network objects related to CSC on the firewall, namely GMSServer-C0EAE4E34398 and GMSFlow-18B169243050 where GMSServer serial will be the serial number of Flow Agent Server and GMSFlow serial will be the firewall serial. Make sure the Network objects for Local and destination networks used in the VPN policy matches with the one present under Address Objects, if there are duplicates, try deleting them and disabling and re enabling the VPN policy.
   

    

   Also, verify if there are no custom routes added on the firewall which includes the subnet used by CSC for VPN.

    

   NOTE:  These serials numbers will be different for different deployments.