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HP thin clients behind RED - unable to shadow - NAT issue

Hi,

we have a number of remote sites with Sophos RED 15w's. the bulk of these sites have HP thin clients for end users.

We have an issue whereby if first line need to shadow the device to fix a printer etc, we receive an error that the device is behind NAT and the shadow task will take a long time to complete. After a 20 or so minute wait the shadowing of a device then works.

Obviously there is NAT involved as the RED is sat on the end of a public internet pipe, but the client devices should never see this due to the VPN layer.

Is there some config I'm missing on the UTM which would resolve this problem?

I can't see anything on the logs that screams an issue to me

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