Intermittent Microsoft Teams connection lost / video freeze behind Firewalla Purple

Hi Firewalla support/community,

I am experiencing recurring Microsoft Teams connectivity issues behind my Firewalla Purple and would appreciate advice on the best troubleshooting path.

Setup

• Firewalla Purple as router

• ISP: fiber 400 Mbit

• WAN: DHCP/IPoE

• LAN behind Firewalla

• Wi-Fi: Aruba Instant APs

• Affected devices:

  • Managed Windows laptop using Zscaler

  • iPhone using Teams mobile app

• The issue also occurs on my iPhone, which does not use Zscaler.

Problem

On my managed Windows laptop, Teams video starts but often freezes within a few seconds and Teams appears to hang. It is intermittent; sometimes it works normally.

On my iPhone, Teams shows “connection lost”, then reconnects, and after about one minute loses the connection again.

Already tried

I have already tested:

• Added Microsoft domains and IP addresses to allow lists

• Smart Queue on/off

• DNS Booster on/off

• DNS resolution against multiple DNS servers

• Packet capture for DNS requests, but I cannot easily inspect or interpret the capture on the Firewalla box

DNS for teams.microsoft.com appears to resolve successfully and consistently across DNS servers.

I also noticed some private 10.x.x.x traffic on the managed laptop, possibly related to Zscaler, but the iPhone issue suggests the problem may not be limited to Zscaler.

Questions

What would be the recommended next troubleshooting steps?

Specifically, how can I best check whether this is caused by:

• Firewalla rules/filtering

• DNS handling

• IPv6

• Teams UDP media path / TCP fallback

• WAN packet loss

• Smart Queue / bufferbloat

• Wi-Fi or Aruba roaming

Which logs or packet captures should I collect for Firewalla support?