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Sophos Connect strange failure

Hello,

we have created a new VPN configuration in the company, which I wanted to roll out.

With 99% of the people it works without problems.

Unfortunately, it has happened so far 2 times that this happened:

(the application (V: 2.2.90) is frozen, every button is without function and therefore unusable).

What did I do before?

- uninstalled the old SSL VPN Client 2.1 from Sophos (the traffic light).

What have I tried so far?

- everything (from reboot, quit everything via task manager, reinstall, clean reg edit, run as admin, checked with CMD if the old VPN is completely uninstalled, and so on...)

- when I install the old VPN client again everything is fine


No matter what you try it always stays the same and it should be in German not in English.

Any ideas?



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  • Hi Marcel,

    Thank you for reaching out to Sophos Community.

    Have you tried to use any how-to videos, documentation, Sophos Assistant, or KBA to try to check the issue?

    Can I inquire what are the OS version of your Windows client? 

    Also, do you have a case? If not, I would recommend creating and sharing the case# here. 

    Erick Jan
    Community Support Engineer | Sophos Technical Support
    Sophos Support Videos Product Documentation  |  @SophosSupport  | Sign up for SMS Alerts
    If a post solves your question use the 'Verify Answer' link.

    • Hey Erick,

      You know that Sophos dont have a video for this Problem.

      The OS is W10 Pro.

      Nah there is no Case, cause i dont think that it could be that hard to fix it.

      • Hi Marcel,

        To verify, are all user's having the same issue? time period?

        When Sophos Connect freezes, 

        • Are all users affected? or individually? experiencing the same time?
        • Even after restarting the application via task manager, will it still not run?
        • After a device reboot? what was the result?
        • have you tried with other machines for testing?

        Also, for Language, kindly try the following

        rename the label file here:

        C:\Program Files (x86)\Sophos\Connect\GUI\js

        If your language is ED and you want DE

        just rename the ED file into anything else and rename DE to EN

        community.sophos.com/.../sophos-connect-client-language

        Erick Jan
        Community Support Engineer | Sophos Technical Support
        Sophos Support Videos Product Documentation  |  @SophosSupport  | Sign up for SMS Alerts
        If a post solves your question use the 'Verify Answer' link.

        • Hey Erick,

          as i said, until today it only happend on 2 Clients (from 30+). Directly after install and stays like that forever.

          I always answered these questions in my post, i tried everything possible and logical, even unlogical things (like Network Settings on Client, RegEdit, uninstall with CMD(admin), Disk CleanUp, Restart, and so on..) cause this issue makes absolutly no sense.

          There is no indicator when it will happen or not.

          I will try the Language advice tomorrow, i keep u Updated

          • Hi Marcel,

            Thank you for the verification, kindly update us. Thank you 

            Erick Jan
            Community Support Engineer | Sophos Technical Support
            Sophos Support Videos Product Documentation  |  @SophosSupport  | Sign up for SMS Alerts
            If a post solves your question use the 'Verify Answer' link.