Sophos XGS WLAN Issue

Has anything else changed in their environment? (Maybe someone moved the XGS and plugged the APX into the wrong port assuming they're all alike? Maybe a someone new moved in next door?) Have you rebooted the APX120? (And the XSG, too?) Are they only testing WLAN - WAN connectivity or do they have devices on the LAN that they can test WLAN-LAN? Have they checked the physical wiring to the APX?

Have they reported the state indicated by the LED on the APX? Color, flashing, etc?

Is the APX managed from the XGS or from Sophos Central Wireless? If on Sophos Central you can look at the Wireless > Diagnostics > Events and you could look at Wireless > Devices to see how many devices are connected and what their speeds are. (Speeds being a proxy for signal strength.) Do your laptops, etc, have diagnostics? (For example on a Mac you can hold down Option and select the WiFi icon in the menu bar to see the Noise level, the transmission speed, etc.)

When you say "access point's signal is 100%" what indication are you using? Are they telling you 5 bars on their phone or laptop, or are you looking at something else?

Are there no diagnostics on their WiFi equipment that would indicate dropped packets or anything like that? You say "barely works or does not work at all", could you elaborate a bit? This could mean anything from "sometimes it works perfectly but mostly not" to "web browsing works perfectly but streaming does not".

Otherwise, the environment has not changed. The XGS and the access point are connected correctly and have also been restarted. So far, we have only tested the WLAN-WAN connection. We can also test the WLAN-LAN connection. The cabling has also been checked. There is no error here.

The LED on the access point is permanently green. The access point is not managed via Sophos Central but directly via the XGS. The speeds of the devices are 18.0 Mbit/s; 61.0 Mbit/s and 257.0 Mbit/s. To check the signal strength of the access point, the "signal" item in the "Wireless client list" menu would be checked. Values between 75% and 9ß% are given here.

Example1: Before a web page can be opened correctly, several attempts must be made to open this web page. As soon as one has reached a web page, however, this then functions without problems. The website telekom.de was tested.

Example2: Amazon Prime. If you try to open the streaming service Amazon Prime, you also need many attempts before you can use the app. It also happens that Amazon Prime cannot be used at all. However, if a connection to Amazon Prime was established, the app can be used. However, about 20 restarts of the app are necessary. An Apple TV is used for this.

Otherwise, the environment has not changed. The XGS and the access point are connected correctly and have also been restarted. So far, we have only tested the WLAN-WAN connection. We can also test the WLAN-LAN connection. The cabling has also been checked. There is no error here.

The LED on the access point is permanently green. The access point is not managed via Sophos Central but directly via the XGS. The speeds of the devices are 18.0 Mbit/s; 61.0 Mbit/s and 257.0 Mbit/s. To check the signal strength of the access point, the "signal" item in the "Wireless client list" menu would be checked. Values between 75% and 9ß% are given here.

Example1: Before a web page can be opened correctly, several attempts must be made to open this web page. As soon as one has reached a web page, however, this then functions without problems. The website telekom.de was tested.

Example2: Amazon Prime. If you try to open the streaming service Amazon Prime, you also need many attempts before you can use the app. It also happens that Amazon Prime cannot be used at all. However, if a connection to Amazon Prime was established, the app can be used. However, about 20 restarts of the app are necessary. An Apple TV is used for this.