What's on your network between the clients and the proxy? If you've already replaced one SWA with another then it could be your network. When you say the users can't access it, what are they seeing? Is there a specific HTTP status that's being returned? What does a ping to google.com and 8.8.8.8 show? As well as a traceroute, how far does it get? You also say sometimes, so it's intermittent? Is it at certain times of the day on an interval or during peak times where there is a high amount of traffic going through the SWA?
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