Sophos Connect 2.2.90 - Service not available

Question

Since our company upgraded trom 2.2.75 to 2.2.90 this is a known issue here. The client needs to be reinstalled then. 
 This has only been a very rare issue with the old version. Has Sophos identified the cause yet? Any fixes in the pipeline?

2023-03-16 08:49:16AM [5820] inf Starting Sophos Sophos Connect version 2.2.90.1104
2023-03-16 08:49:16AM [5820] dbg Initializing protected storage
2023-03-16 08:49:16AM [5820] inf No user is currently logged on
2023-03-16 08:49:16AM [5820] dbg Starting the auto-importer
2023-03-16 08:49:16AM [5820] inf Initializing strongSwan
2023-03-16 08:49:26AM [5820] err Failed to start the strongSwan service. Error 138. Timed out waiting for state to go to 4
2023-03-16 08:49:26AM [5820] err Failed to initialize strongSwan. Error 138
2023-03-16 08:49:26AM [5820] dbg Disabling all connections
2023-03-16 08:49:26AM [5820] inf Cleaning up strongSwan
2023-03-16 08:49:26AM [5820] inf stopping openvpn service
2023-03-16 08:49:26AM [5820] dbg Stopping the communications module
2023-03-16 08:49:26AM [5820] dbg Waiting for telemetry module to finish
2023-03-16 08:49:26AM [5820] dbg Waiting the auto-importer to finish
2023-03-16 08:49:26AM [5820] dbg Cleaning up IP monitor library
2023-03-16 08:49:26AM [5820] dbg Cleaning up protected storage
2023-03-16 08:49:26AM [5820] dbg Cleaning up configuration
2023-03-16 08:49:26AM [5820] inf Sophos Connect stopped

2023-03-16 08:49:16AM 00[DMN] Starting IKE service charon-svc (strongSwan 5.9.5, Windows Client 6.2.9200 (SP 0.0)
2023-03-16 08:49:16AM 00[KNL] failed to create TUN device
2023-03-16 08:49:16AM 00[LIB] plugin 'kernel-libipsec': failed to load - kernel_libipsec_plugin_create returned NULL
2023-03-16 08:49:16AM 00[LIB] feature CUSTOM:libcharon-receiver in critical plugin 'charon-svc' has unmet dependency: CUSTOM:socket
2023-03-16 08:49:16AM 00[LIB] feature CUSTOM:libcharon in critical plugin 'charon-svc' has unmet dependency: CUSTOM:libcharon-receiver
2023-03-16 08:49:16AM 00[LIB] failed to load 2 critical plugin features

Giridhar Katti · Answer

Hi LHerzog 
 The GES team has raised a similar issue - NCL01758 , which looks to be the same. Could you confirm too? 
 We have tried to reproduce the issue internally but have not been successful. The details of the testing done is updated in the above Jira. 
 Does re-installation of the SCC has to be done frequently, or its a one time thing?

Vivek Jagad · Answer

Hello LHerzog ,

Thank you for reaching out to the community, I am suspecting the following known issue - NCL-1723/NCL-1758.It went cold as it was not re-producible but now that you have flagged I urge you to log a support service request and revert me the case id, I'll expedite the service request for you.

Sophos Connect 2.2.90 - Service not available

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