Internet is not working on Meraki network

[lvsanita]

Dear All,

I would like to turn to you for some help, we've been stuck while.

We have a new Meraki router that we've installed recently, everything went well, Meraki network was created successfully without any error. There is no any further Meraki device in the network.

Router model: MX67C-WW, firmware version: MX 18.211.2

The Meraki router is connected to an internet circuit.

We have a SIM card inserted to the router so we have cellular service as backup.

The WAN is active, the Cellular is ready.

It seems everything is OK but we are not able to get any internet connection through the Meraki network, the IPs are not pingable (public DNS IPs, WAN IP, Gateway), dashboard throughput test is not working, but traceroute is working. It's blocked on Cellular too.

We are not able to migrate any end users to the Meraki network, if we connect LAN users to the router they can't get internet connection. If we connect LAN user to the internet device skipping Meraki router, that works, we can get internet.

We are troubleshooting with our Internet service provider checking firewall rules, firmware versions of their device, but we don't see any issues with that.

We are troubleshooting with Cisco too, we've tried to change the configuration more times in more way but there is not any solution so far.

Is there anybody else who faced the same problem?

Does anybody have any idea why the internet is blocked?

I would appreciate any help, any advice, any experience you can share.

Kind regards,

Anita Lovas

 

[eastoscar]

I had a similar problem in the past, a factory reset (reset button 10sec) of the MX solved the problem.

[lvsanita]

We've done factory reset several times, and did not fix the problem unfortunately.

[double_virgule]

The fact that it's blocked on both cellular and internet circuit is odd, as is the fact that traceroute works but everything else doesn't. It almost sounds like a DNS issue. Have you tried statically setting the IP info for the gateway for the internet circuit (just take what DHCP assigns and make it static) but changing the DNS servers to Google (8.8.8.8) or Cloudflare (1.1.1.1)? 

If you disconnect the internet circuit, does the cellular connection work? 

Also, if you take the gateway to another location, does it work? Take it home and plug it in behind your home modem, for example.

[JoanaP]

Hi,

Is the MX67C online and functional in the dashboard?

If yes, you can take simultaneous packet captures on the WAN and LAN interfaces of the MX and see if indeed the MX is not forwarding the traffic.

In order to take packet captures, you have to go to Network-wide > Packet captures. Open two separate tabs for each interface and set the default length from 60s to 180s for example.

Then, with a client device connected directly to the LAN ports of the MX, start a ping to 1.1.1.1, do some nslookup s as well and see if they are being forwarded on the WAN interface. Do you see any replies?

I would avoid doing tests to 8.8.8.8 as all Meraki devices send pings to 8.8.8.8 by default to check internet connectivity and it would be hard to tell the traffic apart on the WAN interface.

If the MX is not forwarding traffic on the WAN and there are no policies which might block that traffic, please open a case with Support.

If the MX is offline in the dashboard, it might have issues communicating with its gateway. Connect to the Local status page and ensure the correct WAN configuration is in place. Are you using static IP or DHCP?

BR,

Ioana

[lvsanita · Accepted solution]

Dear All,

We managed to find out what is the problem.

We have an existing network and we would like to shut that down and migrate all end users to Meraki.

If the old router still advertises the IPs (user subnets) it won’t work over the new Meraki network too at the same time. This logical caveat will cause routing problems for the Meraki network and the end users won’t get internet connection.

Therefore it’s essential to power off the old devices fist and disconnect from DHL network, only after that enable the VLAN given by DHL for the Meraki network, and then migrate the end users to the Meraki.

Make sure that the VLAN is not enabled and not in use for more networks at the same time.

In our case the routing problem was because we didn't do the cutover properly.

I hope this is a lessons learn for others too.

If you need any further information about the problem, you can turn to me, I am happy to share my experience in more details.

I would like to thank you All who was trying to help me, I really appreciate.

Kind regards,

Anita