Loss of SSL VPN access after update to SFOS 17.5.8 MR-8

Hi Alex Lionakis 

This is a strange behavior as XG firmware upgrade does not change or modify any configuration.

Did you check by with other SSL VPN users?

I would recommend to contact technical support and open a service request to investigate the issue further.

I have opened a service request and will update this post with the resolution.

Hi Alex,

I had a similar problem with VPN SSL. In my case existed a MAC Address on User, how explained in KB 123042.

Verify if there is a MAC Address in your User, if yes delete and test again.

Rogerio,

Thank you for the suggestion. However, I have confirmed that MAC Address Binding was not enabled for any of the SSL VPN users when the problem occurred. Therefore, my conclusion is that MAC Address Binding was not the cause of this problem.

Thanks!

This issue has been resolved. Sophos support attempted to recreate the error that I encountered in a test environment and they were not able to. Their conclusion was that this was an intermittent error that caused the database to become corrupted. With the assistance of Sophos support I was able to successfully upgrade to 17.5.8 MR-8 without any further issues. SSL VPN is functioning property.

It is worth pointing out the importance of downloading a backup of the firewall settings prior to a firmware upgrade. Typically, the upgrade process works without issue but there is always the possibility that something will go wrong during the process. Having a backup to restore makes life much easier in these cases.

This issue has been resolved. Sophos support attempted to recreate the error that I encountered in a test environment and they were not able to. Their conclusion was that this was an intermittent error that caused the database to become corrupted. With the assistance of Sophos support I was able to successfully upgrade to 17.5.8 MR-8 without any further issues. SSL VPN is functioning property.

It is worth pointing out the importance of downloading a backup of the firewall settings prior to a firmware upgrade. Typically, the upgrade process works without issue but there is always the possibility that something will go wrong during the process. Having a backup to restore makes life much easier in these cases.