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Windows VPN not connection. Error 809

Hi, I use multiple Windows VPN connections and DrayTek VPN connections to connect to my clients and last week all the windows vpn connections stopped working. I have tried everything I can find on the web to resolve and I want to rule out/determine whether its Sophos that is blocking the connections. I'm getting error code 809 which, on research suggests that ports UDP 500 or 4500 might be being blocked. I find Sophos quite complicated to work with and would appreciate any help on diagnosing or resolving this issue. I have the following products on Windows 10

Core Agent 2022.4.3.1

Sophos Intercept X 2023.1.1.6

Device Encryption 2022.3.0.21



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  • The most common reason HitmanPro fails to update/install is due to pending reboots. The "Sophos HitmanPro.Alert Install Log" is in the "C:\Windows\Temp" directory if you'd like to check for this. 

    If you'd instead like to isolate Sophos from the issue you're experiencing, the easiest way to do this is to use the local policy override to disable the scanning components. You'll find guidance on what to do in the following article.

    Another option would be to uninstall Sophos from one of the devices as a test, to see if the issue goes away.

    Kushal Lakhan
    Team Lead, Global Community Support
    Connect with Sophos Support, get alerted, and be informed.
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  • Thanks, I checked the hitman logfile and it looks like the update needed a reboot, which I did and now it looks like updates have been installed, although the core and device encryption are still 2022.

    I have to try the other suggestion too ...



  • I've also uninstalled Sophos Endpoint but the issue is still there. How do I reinstall it? I can't find a download page and I've gone into the central console and asked it to perform an update but I dont know how it does that.



  • Hello Kieran,

    to (re-) install the Sophos Central Endpoint Protection Clientsoftware you log into your Sophos Centrall account, go to "Endpoint Protection" then select from the left menu "Protect Devices". That is where you can download the most recent installers for the software you subscribed for.

    Mit freundlichem Gruß, best regards from Germany,

    Philipp Rusch

    New Vision GmbH, Germany
    Sophos Silver-Partner

    If a post solves your question please use the 'Verify Answer' button.