High Latency and packet loss

[eLvs]

Hi hope someone will enlightened me.

on our meraki mx we have 2 ISP on it but one of our ISP shows that it has 90ms latency and at least 25% packet loss continuously , what i did is transfer all of my user to my stable ISP but still it shows the same, weve contact our ISP to check our line but they said that everything is OK on our line. what could be the reason on this?

[alemabrahao · Accepted solution]

Well, it looks like an ISP issue. Which version are you running? When did it start? Were any changes made to your network before the problem started (a firmware update for example)?

[eLvs]

No changes were made on the MX, as per our ISP no issue on our line and out mx version is MX 17.10.2, it just started a day before a posted this. also made an stand alone testing on our ISP shows good, is this a meraki bug or something

[alemabrahao]

Version 17.10.2 has some instability issues for some users (including me). I suggest downgrading to version 16.16.7.

[eLvs]

We have 24/7 operations having a hard time on the sched but will try appreciate the help 🙂 

[PhilipDAth]

It looks like you are generating 30Mb/s plus of traffic.  What size is your Internet circuit?

[eLvs]

for the circuit, it only has 30mb, but what i did is remove all the clients and put them to our primary ISP, what makes me confuse is there are no users on the backup wan but there's still and packet loss

[cmr]

I'd say a layer 1 issue as the high latency and loss line has almost no traffic on it.  Check the speed and duplex of the MXs WAN port in comparison with the ISP port.  Also try by connecting a PC direct to the ISP device and ping 8.8.8.8 for 1000 pings to see if you lose the same percentage.

[eLvs]

ive tried to connect a PC direct to the ISP and it only shows 30ms and the speed is also good, im just confused if this is a meraki bug, ive also tried and IP phone using backup line that is having an issue and the call test is good, no issue, 
tnx for the reply 

[cmr]

@eLvs have you tried rebooting the MX?  I did have one WAN go down on two MXs running 17.10.2 that was resolved with a reboot.

[eLvs]

Will try the reboot on the coming Christmas break, appreciate the help 🙂 

[KathleenJ]

Hi eLvs,

The suggestion of a reboot is a great one and that would be the first thing that I tried. Another alternative would be to try the beta build of MX 18.104. If this is not an option for you and the reboot did not work, please reach out to Meraki Support for additional troubleshooting. Support is available 365 days a year 24x7.

[KathleenJ]

Hi eLvs,

I don't have access to your network to see your configuration, but I did just receive a notice that a new build of firmware for the MX has been released, it's 16-16-8 and this *might* resolve your issue of packet loss. Without access to your dashboard config, I am unable to verify that this will resolve your issues, but it is certainly worth a try.