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Sophos UTM 9 Captive Portal and Authentication Timeout

envercpt

We are experiencing an issue at 2 separate sites with the Sophos Captive Portal. At both sites, students connect their devices to a Ruckus wireless network and are presented with the Sophos captive portal in order to authenticate. The students have to re-authenticate after 15 minutes at Site A and after 30 minutes at Site B. The response from Sophos South Africa local support is, "Sophos advised there is no default timeout option for captive portal UTM 9. Feel free to contact me should you need any further assistance." 

I've escalated this to Sophos international support 2 weeks ago. Waiting... zzzz

*** Sophos SG430 with Firmware version: 9.509-3 ***



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  • 0

    Hi  

    Apologies for your negative experience with our support. Please PM me with your support case number for follow up.

    Thanks to  for following up with the correct configuration setting. I will bring this inquiry to our team for feedback, whether this behavior is as expected or if it's a bug.

    Regards,

    Florentino
    Director, Global Community & Digital Support
    Are you a Sophos Partner? | Product Documentation | @SophosSupport | Sign up for SMS Alerts
    If a post solves your question, please use the 'Verify Answer' button.
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  • 0 in reply to FloSupport

    After further discussion, this is expected behavior with this setting. The time out occurs at 15 minutes, this would correspond to the default value of 900 seconds in the authentication timeout in the web filter settings.

    Florentino
    Director, Global Community & Digital Support
    Are you a Sophos Partner? | Product Documentation | @SophosSupport | Sign up for SMS Alerts
    If a post solves your question, please use the 'Verify Answer' button.
    The Award-winning Home of Sophos Support Videos! - Visit Sophos Techvids
  • 0 in reply to FloSupport

    Flo, that's not reasonable.  The customer should not be expected to increase the Transparent Web Proxy authentication timeout to manage Captive Portal usage.  I could accept that this is a failure to design, but it's not something a reasonable person would have designed.  I bet the developers and testers never waited to see if/when the Captive Portal would time out.  The only reasonable Captive Portal timeout is the 'Session expires' setting with "Backend authentication."

    Instead of asking us to create a Feature Request to fix a failure to design, Sophos should have a policy to get things like this in the queue immediately.

    Cheers - Bob

     
    Sophos UTM Community Moderator
    Sophos Certified Architect - UTM
    Sophos Certified Engineer - XG
    Gold Solution Partner since 2005
    MediaSoft, Inc. USA
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  • 0 in reply to FloSupport

    Flo, that's not reasonable.  The customer should not be expected to increase the Transparent Web Proxy authentication timeout to manage Captive Portal usage.  I could accept that this is a failure to design, but it's not something a reasonable person would have designed.  I bet the developers and testers never waited to see if/when the Captive Portal would time out.  The only reasonable Captive Portal timeout is the 'Session expires' setting with "Backend authentication."

    Instead of asking us to create a Feature Request to fix a failure to design, Sophos should have a policy to get things like this in the queue immediately.

    Cheers - Bob

     
    Sophos UTM Community Moderator
    Sophos Certified Architect - UTM
    Sophos Certified Engineer - XG
    Gold Solution Partner since 2005
    MediaSoft, Inc. USA
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