Sophos Connect - Missing Clients

Pattern updates happen automatically every two hours, and the VPN clients aren't included in the firmware, so only delivered once the next pattern update runs after you update to 17.5.You either need to wait for them to download, which could take a couple hours, or click the update patterns now button. You should see the status change to Downloading, shortly after starting the pattern update, and once that finishes, they'll be available for download. 

Again, thanks for the quick reply, however I'm aware that the client should download, and I have another firewall on 17.5 that's its worked on.  However this firewall is downloading other patterns which confirms it is connected and can download updates, however it is not downloading the Sophos Connect clients on this XG.

I'm aware of what should be happening, and where I should be able to get the client from, but it isn't doing what it should.  Given the lack of others complaining I'm guessing its not a common issue, however I was hoping someone else might have seen this?

Cheers

Ok, thanks for clarifying. I just wanted to make sure the basics were covered. do you see any errors in the log viewer? Three should be something in the sytem log, and you can filter on the up2date component

No probs.  I probably could have included more information in the original post.

I've check the up2date logs and there is nothing from that last two days.  Other than that it appears to just be historic occasional failures.

Is there anywhere else your aware of I could be looking?

Cheers

there is also a debug log on the shell for up2dates. you can logon to the advanced shell, and run

tail -f /log/u2d.log

leave that running, then in the UI click "Update pattern now", and see if any errors, or interesting messages appear. 

Thanks!! I've just managed to fix it from that.

The XG was being managed by CFM and the log showed that CFM was at version 17.0.0.101, so I removed the management and ran the "Update Pattern Now" and it successfully downloaded and installed the clients.

I'm guessing that CFM was preventing the installation of features its not able to support?

Anyway possibly worth you guys taking a look and testing that a bit more to confirm.

Thanks for the help!!

Thanks for sharing the update, and yes, that will have been the issue. your version of SFM isn't yet aware of the new pattern channel, so won't have been fetching the latest patterns for it, and your firewall would have not been informed there were updates available. I'll check on when that will be available in SFM.

Thanks for sharing the update, and yes, that will have been the issue. your version of SFM isn't yet aware of the new pattern channel, so won't have been fetching the latest patterns for it, and your firewall would have not been informed there were updates available. I'll check on when that will be available in SFM.