Thread Info
  • State Not Answered
  • Locked Locked
  • Replies 2 replies
  • Subscribers 27 subscribers
  • Views 4842 views
  • Users 0 members are here
Options
Suggested
This discussion has been locked.
You can no longer post new replies to this discussion. If you have a question you can start a new discussion

No internet error when trying to repair Microsoft Office and windows updates stuck at 0%

ersatcha

I have an intermittent issue with both users using the Microsoft Office repair utility on Windows and doing Windows updates when they're on a connection behind a Sophos XG firewall.

With windows updates, the devices are stuck on "downloading - 0%"

The repair utility returns an "Online Repairs need the internet and it looks like you may not be connected", and does almost immediately upon being run.

The computers are connected to the internet and can otherwise access all websites, including the various MS websites.

It's not a a PMTUD issue (my usual go to when this sort of weirdness happens). If the device is tethered instead to a 4G connection or otherwise bypasses the Sophos XG, the issue goes away.

The device has the Office365 web exceptions setup as per https://community.sophos.com/kb/en-us/132291

Sophos is an XG330 running 17.5.1 MR-1 and there is nothing immediately obvious in the system logs. 



This thread was automatically locked due to age.
Parents
  • 0

    Hi  

    Thank you for contacting us.

    Did you observe any denied logs for URLs related to Microsoft Office repair utility under web or application filter logs?

    Please try to create below given scenario to narrow down few things.

    1. Create source IP based firewall rule for LAN to WAN for specific system IP.

    2. Position the rule on top

    3. Please apply HTTPS scanning only and Web and Application filter as allow all and check whether the utility runs or not.

    4. Please apply HTTPS scanning only and Web filter policy and verify the scenario

    5. Please apply HTTPS scanning only and App filter policy and verify the scenario

Reply
  • 0

    Hi  

    Thank you for contacting us.

    Did you observe any denied logs for URLs related to Microsoft Office repair utility under web or application filter logs?

    Please try to create below given scenario to narrow down few things.

    1. Create source IP based firewall rule for LAN to WAN for specific system IP.

    2. Position the rule on top

    3. Please apply HTTPS scanning only and Web and Application filter as allow all and check whether the utility runs or not.

    4. Please apply HTTPS scanning only and Web filter policy and verify the scenario

    5. Please apply HTTPS scanning only and App filter policy and verify the scenario

Children
No Data