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Sophos Connect vs DNS

Peter-Paul Gras

So i finished all the instructions as posted on page https://community.sophos.com/kb/en-us/133109

Downloaded the client and exported the configuration. Set up the client and finally made a connection.

So far so good. Can ping hosts on the internal network by ip adress, however i can't seem to reach hosts by their name.

I did enter the ip of the DNS server but somehow hosts aren't being resolved.

 

Any thoughts or pointers on this.

 

Thnx, Peter-Paul



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  • +1 in reply to rmk_2018

    We've done more research on this and have found that the TAP adapter name is the cause of the problem. On the PCs that have the problem, the TAP adapter is being shown with friendly name " Sophos TAP Adapter #2"

    If the #2 is removed ( registry entry ) , the IPV4 DNS details will populate correctly when the connection is established.

    We've now raised this as a bug in the Connect Client installer on the Sophserv ticket that we already have open with Sophos team.

     

    This would explain why when the connection established, although the Connect Client had received and was showing the correct DNS address, it was unable to parse the value to the TAP adapter as the software is only expecting to see "Sophos TAP Adapter" - not "Sophos TAP adapter #2"

     

     

  • 0 in reply to David Bradbury

    Hello David,

     

    I would need your help to determine when/how the Sophos TAP adapter name got changed to Sophos TAP adpter #2. It seems to me like this happened during the Windows 10 upgrade from (1809) to (1903). Please if you can help with this it would help us to narrow down the problem.

     

    This is the test. On a computer that is currently working with Windows10 (1809) and SC 1.2, take a TSR before the Windows upgrade. Then do the WIndows upgrade to 1903. Have them take a TSR after the Windows upgrade. Only after they take the second TSR (i.e after windows upgrade to 1903),  next step is to upgrade to SC 1.3 but this time do the upgrade from the command line to generate the install logs. Here is the command line. msiexec /i sophosconnect.msi /l*v sophosconnectupgrade.log.
     
    Send me a TSR before the WIndows Upgrade, a TSR after the windows upgrade and the upgrade install logs. You can PM me those 3 files and I will take a look at this asap.
     
    Thank you,
    Ramesh
  • 0 in reply to rmk_2018

    Hi. The screensnips are from different laptops ( sorry if that wasn't clear) . The old Windows 7 laptop was only shown to highlight the difference between the  working  one and the broken one.

    The TAP adapter gets the #2 when it is installed by the Connect Client installer.  We've seen this on laptops that are brand new and have been upgraded to 1903 before we installed Connect Client.

    I'll try and do the TSR at some point in the next few days.

     

  • 0 in reply to David Bradbury

    Hello David,

     

    This is a good information that will help us. "  We've seen this on laptops that are brand new and have been upgraded to 1903 before we installed Connect Client."

     

    When you have brand new computer that is upgrade to 1903, please run this command from the DOS window. ipconfig /all >> beforeinterfacelist.txt

     

    After you run that command, install sophosconnect from the command list with this command: msiexec /i sophosconnect.msi /l*v scinstall.log

     

    After the Sophos Connect install run this command again. ipconfig /all >> afterinterfacelist.txt

     

    Please send me the 3 files.

     

    Thank you,

    Ramesh

  • +1

    Having the same issue here with only 1 of our users so far... To elaborate on the fix, follow these steps:

     

    1. Regedit - search for "Sophos Tap Adapter #2"

    2. Remove the "#2" part from the name anywhere it shows up.

    3. To get windows to recognize the change, restart the Sophos Connect Service

    4. Sophos will connect correctly now and assign DNS addresses to the TAP adapter

     

    Can you please acknowledge this as a bug and fix it in an upcoming release?

     

    Removing sophos connect and every trace of the TAP adapter in the registry and reinstalling did not work, it still assigned it #2..

  • 0 in reply to cbunting

    Hello Chris,

     

    Thank you for suggesting a work around until we can identify the root cause of the problem and then we will get a fix for it. We have spent a lot of time trying to replicate this problem but did not run into it. Can you please PM a Technical Support report from one of the machine that had this problem and you have already fixed.

    The question is if there was another instance of TAP adapter already installed on the computer before Sophos Connect was installed.

     

    Thank you,
    Ramesh

  • 0 in reply to rmk_2018

    Hello,

    Same problem for me. Unfortunately workaround doesn't work. As soon as I restart service the #2 comes back in the name of the interface...

     

    Regards,

    Yves Gourlé

  • 0 in reply to yvesGourle

    Hello Yves,

     

    Please generate a Technical Support Report from the Connect Client. You can do this by opening the about page and then you will find the option there. Please PM the report and I will be able to check to see what could be the problem.

     

    Ramesh

  • 0 in reply to yvesGourle

    Hello Yves,

     

    Since the problem can be reproduced in your environment I need your help to do the following.

    1) Uninstall Connect from the command line. msiexec /x sophosconnect.msi /l*v uninstallconnectclient.log For this to work, you have to run this command from the folder where sophosconnect.msi is located.

    2) From the DOS command prompt run this command. ifconfig /all >> InterfaceAfterUninstall.txt

    3) Now install Connect client from the command line with this command. msiexec /i sophosconnect.msi /l*v installconnectclient.log  For this to work, you have to run this command from the folder where sophosconnect.msi is located.

    4) Open the Connect Client dashboard. Enable the connection. After it is connected, open the About page and generate a Technical Support Report. Save it and PM me all the 4 files generated from each step.

     

    Thank you,

    Ramesh

  • 0 in reply to rmk_2018

    Hello,

    Thank you Ramesh.

    I sent the files in PM.

    Regards,

    Yves