Sophos Home Installation failure on Windows 10 - Internet connection could not be established

Hi Georgios, 

Are you using proxy in your network? If not please check your firewall settings to ensure that it is not blocking the connection.

Hi Haridoss 

Thanks for the heads up. I do not use proxy as far as i know. (direct VDSL2 connection to the internet )

Also during the installation I had disabled windows firewall.

I will check the router if it has any firewall policy enabled, however as i am not a networking expert i would appreciate if you can elaborate a bit on this (what other settings to be checked)

Thank you

George

Hi Haridoss 

Thanks for the heads up. I do not use proxy as far as i know. (direct VDSL2 connection to the internet )

Also during the installation I had disabled windows firewall.

I will check the router if it has any firewall policy enabled, however as i am not a networking expert i would appreciate if you can elaborate a bit on this (what other settings to be checked)

Thank you

George

Hi George,

We would need to analyze the issue, hence we require a log file which can be collected via following steps:

Option 1:

Run Wireshark to collect the log

Option 2:

1. Open Command Prompt and enter the following command "Netsh trace start scenario=NetConnection capture=yes report=yes persistent=no maxsize=1024 correlation=yes traceFile=C:\Logs\NetTrace.etl"

2. Then, run the Sophos Installer.

3. When you see the error, run the command "netsh trace stop".

4. The log file will be created in the location C:\Logs\ . Please upload the file to Google Drive and share the link.

Hello Haridoss 

I have done the Option 2 steps as you suggested. Relevant files can be found below (nettrace.cab , nettrace.etl)

https://drive.google.com/file/d/1Ac2i61bwXHn3hm9DhzaMMrUxEpZ12-JM/view?usp=sharing

https://drive.google.com/file/d/1x7Z2s7-TZdGsCOCLwZFDbVd9Kcs5a0Ml/view?usp=sharing

Hope this will lead to a conclusion. 

Thank you

George

Hi George,

Thank you for the files, allow me to analyze the log file and get back to you.

Hi Haridoss,

I also experience the same issue. Please help. Thank you!

Hey, 

This is kind of old. 

I used to use this software years ago, just reinstalled it.

Ran in to the same issue. Leave you're account logged in while downloading and installing. 

... IN other words, Log into your account through your browser, download the software, and install while logged into your sophos account.

It shouldn't give you any issues.

Then Reboot your system