Quick Assist

Hi,

what version of XG are you running? You will need to add more exceptions to the web - exceptions list for MS. You should be able to see the details in log viewer - web.

Ian

Hey Andrea Gatt ,

Thank you for reaching out to the community, here are some of the Network consideration which you can add into the exceptions.

Thank you for your reply. I already did those and still issue persists. It used to work before without touching the web control. Something has changed.

We do not have a Sophos XG, we just have the Sophos software which is blocking quick assist. This is new it was working fine up until a week or more. I have whitelisted on Sophos the web paths that Sophos accesses but issue still persists. When I switch off web control it works.  

Hi  Andrea Gatt 

Please share the error message you are getting wile accessing quick assist

DId you check the logs under Log Viewer?

Thanks and Regards

There is no error displayed - quick assist just remains "connecting" - when I switch off web control on the 2 computers trying to connect it works. In the logs section there nothing that shows that its being blocked. 

Hey Andrea Gatt ,

On the CLI, select option 5. Device Management, then option 3. Advanced Shell. 

To enable/disable the debug for web control logs - #service awarrenhttp:debug -ds nosync
To check the logs in the live scenario while using Quick Assist  - #tail -f /log/awarrenhttp_access.log | grep <SRC_IP> 

*Note - ensure to troubleshoot when you have the web policy applied. 
"use the option - "use web proxy instead of DPI" and check !

> Web proxy transparently handles traffic only on TCP ports 80 and 443.
> DPI engine detects and filters HTTP and SSL/TLS traffic on other ports. 

Hi, at the company I work with we use the Sophos antivirus. We have no option to get into it through CLI. 

Hi,

he is advising to access the XG CLI which you can do through the XG GUI, so the anti-virus should not have any affect.

Ian

I don't think Andrea is using a XG Firewall. I believe he's saying Web Control on the Sophos endpoint software is blocking Quick Assist, so this should be moved to the Endpoint forum.