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Sophos Connect Client cant access internal services after some time and stays connected

Sophos User3142

Hi

We observe the following problem with our Sophos Connect VPN connections.

We do not use the option "Disconnect when tunnel is idle" but still the tunnel gets interrupted but the Sophos Connect client reports a connected tunnel. (Green checkmark in the icon) The client cant access any services from the internal network (neither ping nor other high level services works anymore) but the clients can still ping the internal ip adress of the Sophos XG Firewall.

When the connection is terminated by the client (Disconnect) through the Sophos Connect Gui interface and the connection is reconnected, everything works for some time. Generally we've seen times where the connection works from 10 to 30 minutes.

Cheers

Christoph



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  • FormerMember
    0 FormerMember

    Hi  

    Thank you for reaching out to the Community! 

    What are the current firmware version and model number on your firewall? 

    When this issue occurs, have you noticed any traffic drops on the firewall from the client? 

    Thanks,

  • 0 in reply to FormerMember

    Hi

    The firmware version of the appliance XG330 is (SFOS 18.0.1 MR-1-Build396).

    We tried to let a "ping -t" run in the background. The problem occurs with and without traffic but I would say that it happens faster without or barely any traffic. The colleagues have a mail client open that refreshes around 10 minutes or so.

    Cheers

    Christoph 

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  • 0 in reply to FormerMember

    Hi

    The firmware version of the appliance XG330 is (SFOS 18.0.1 MR-1-Build396).

    We tried to let a "ping -t" run in the background. The problem occurs with and without traffic but I would say that it happens faster without or barely any traffic. The colleagues have a mail client open that refreshes around 10 minutes or so.

    Cheers

    Christoph 

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