Client Authentication Agent constant disconnects

Question

Over the past few days, several machines with the authentication agent started disconnecting. Sometimes restarting the agent would resolve the issue, sometimes rebooting the machine would work. Today, none of the authentication agents would stay connected for more than 5 seconds. Looking at XG itself I could find no immediate issues or logs indicating an issue. I did notice however that the authentication service seemed to be randomly showing up as stopped. I didn't have too much time to go digging for logs since the wife was trying to do some on-line holiday shopping, so I rebooted XG. That didn't work. I then downgraded from MR-9 to MR-8 and that seems to have solved the issue. 
 When I have some time, I'm gong to put MR-9 back on and see what I can find. Does anyone have insight into this or suggestions on where to start looking? I thought the release notes for 9 mentioned improved stability w/ regards to user authentication... 
 Thanks, 
 Gary Parr

KingChris · Accepted Answer

Hi Gary Parr 
 Apologies you are having an authentication issue. 
 By the sounds of things you are indeed affected by a known issue that Sophos has a patch for. This bug is fixed in the next release, v17.5MR10. 
 You have 2 options: 
 
 Log a case with support and provide an output of the following command from the "Advance Shell": grep -i 'segfault' /log/syslog.log*. You can update to MR9 prior to patch install or stay on MR8 and request patch for that version. 
 Create clientless users based on MAC address and assign them to the appropriate firewall user rule and disable CAA. 
 
 Thanks!