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User disconnecting very frequently

Hello Support,

One of our VPN user is disconnecting very frequently and Sophos connection is unresponsive till further restart. Also, there is a problem with reconnecting. Could you please help us with this particular issue?

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0 Teleena Security over 4 years ago

Using XG310

firmware VERSION- SFOS 18.0.4 MR-4

I am facing this issue for single user. Also is there any way to enable debug logs/packet capture for single user?
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0 FormerMember over 4 years ago in reply to Teleena Security

Hi Teleena Security,

It depends on what type of VPN the user is connecting to; based on that; we can help you collect the logs for further investigation.

Thanks,
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0 Teleena Security over 4 years ago in reply to FormerMember

SSL VPN [Remote Access]
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0 FormerMember over 4 years ago in reply to Teleena Security

Hi Teleena Security,

Thank you for the update.

You can collect the sslvpn logs from the firewall and the client's SSL VPN when this disconnection occurs.

Does this user have anything specific about their network environment (firewall at home, etc.), compared to other SSL VPN users (who are experiencing no issues?).

Did you try to re-install the SSL VPN client?

Thanks,
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0 FormerMember over 4 years ago in reply to Teleena Security

Hi Teleena Security,

Thank you for the update.

You can collect the sslvpn logs from the firewall and the client's SSL VPN when this disconnection occurs.

Does this user have anything specific about their network environment (firewall at home, etc.), compared to other SSL VPN users (who are experiencing no issues?).

Did you try to re-install the SSL VPN client?

Thanks,
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