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Sophos Connect: No response from gateway

Hi everyone,

I'm a user of Sophos Connect VPN and I'm having constant issues where I've been unable to connect to my workplace's VPN. The error I get is 'No response from gateway <ip address>, as seen below.

I've contacted my IT department who reckon it's an isp issue, but I'm not 100% sure. At times I can log on without issue and at other times it doesn't work at all. At my previous premises with the same internet plan and infrastructure I had no issues logging on at all.

Any help would be much appreciated.

Thanks,

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0 FormerMember over 5 years ago
Hi Bus709

Thank you for reaching out to the Comunity!

Is the UDP port 500 allowed by your ISP? If yes, do you see traffic from your public IP address on the XG firewall when you try to connect?

Use the following KBA to run a packet capture on your public IP address and share the output:

Sophos XG Firewall: How to monitor traffic using packet capture utility in the GUI

Thanks,
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0 Bus709 over 5 years ago in reply to FormerMember

Hi H_Patel,

I attempted to open Port 500 through the modem and it appeared to work for the first couple of days, however it's once again not responding to the gateway so I'm back to square one.

I don't the XG Firewall; only Sophos Connect so I can't run the packet capture.

Any other tips to resolve the problem?

Thanks,
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0 LuCar Toni over 5 years ago in reply to Bus709

You should interact with your IT department. As they the only who can prove, your requests arrives or not.

Is your gateway a IP Address or DNS Name?
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0 Ruka over 5 years ago in reply to FormerMember

Hi H_Patel,

Im having similar issue, it used to work 2 months back , but now suddenly stopped working. I use this for my home lab, have Sophos XG FW installed on Mini PC

Please find attached logs for Sophos Connect

Appreciate any assistance

Regards

Raju7024.scvpn.log 8371.charon.log
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0 FormerMember over 5 years ago in reply to Ruka
Hi Ruka

Please SSH into the firewall, and in the main menu, select option 4 and run the following command to check if there are any IKE packets from the client once you enable the connection.

tcpdump "port 500 or port 4500"

Thanks,
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0 Ruka over 5 years ago in reply to FormerMember

Hi H_Patel,

Thanks for your reply , please find attached output after SSH'ng to FW

Appreciate your cooperation

Stay safe

Regards6786.SSH Output for Sophos Connect not connecting.docx
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