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Sophos Connect intermittent failure to establish through mobile device hotspot

onward

there are no diagnostics at this stage to pursue this further yet, but anecdotally one user experiences intermittent failure to connect Sophos Connect v1.4.45.1015 >> XG210_WP03_SFOS 17.5.10 MR-10 on a win10 laptop + verizon wireless iphone hotspot while internet is still accessible.  vpn sometimes works fine for a couple days, then one day it no longer can connect indefinitely.  there are no problems when using the home wired isp with the same laptop.  A previous time the failure was ongoing the device was on ios 13.3.1, the failure then resolved after updating it to 13.4.1 so either the ios update or just the device restarting for the update cleared up whatever broke the connection.  another time the failure was worked around by setting up vpn access to a different XG which connected.  other than power cycling the mobile device each time it happens which may or may not solve the problem, anyone else supporting similar setups run into this?



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    Hi  

    I would recommend you capture a few logs to narrow down the issue.

    When yo user reports the issue of connectivity, please try to connect the VPN and capture the below logs, you can generate TSR file from the Sophos Connect Admin tool as well.

    To capture the logs, please log in to Advance Shell of the XG firewall through SSH access. (Please open multiple windows).

    Connecting to the advanced shell

    1. To connect using SSH, you may use any SSH client to connect to port 22 of the SFOS device.
    2. Select option 5 Device Management.
    3. Select option 3 Advanced Shell.

    tail –f /log/strongswan.log

    tail –f /log/charon.log

    Open one more window of SSH access and login to console and execute the command tcpdump 'proto 50 (Please note down the public IP of iPhone)

    https://community.sophos.com/kb/en-us/123310

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  • 0

    Hi  

    I would recommend you capture a few logs to narrow down the issue.

    When yo user reports the issue of connectivity, please try to connect the VPN and capture the below logs, you can generate TSR file from the Sophos Connect Admin tool as well.

    To capture the logs, please log in to Advance Shell of the XG firewall through SSH access. (Please open multiple windows).

    Connecting to the advanced shell

    1. To connect using SSH, you may use any SSH client to connect to port 22 of the SFOS device.
    2. Select option 5 Device Management.
    3. Select option 3 Advanced Shell.

    tail –f /log/strongswan.log

    tail –f /log/charon.log

    Open one more window of SSH access and login to console and execute the command tcpdump 'proto 50 (Please note down the public IP of iPhone)

    https://community.sophos.com/kb/en-us/123310

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