Sophos Switch - Server did not respond to client hello

Question

Hi 
 We have a switch which was connected to Sophos Central, however it now shows up as disconnected 
 When we look in the firewall SSL/TLS inspection logs we are seeing this regularly from the switch

cswitch-proxy.cloudstation.us-west-2.prod.hydra.sophos.com

Server did not respond to client hello

2023-08-23 17:54:50SSL/TLS inspectionmessageid="19017" log_type="Content Filtering" log_component="SSL" log_subtype="Error" severity="Information" user="" src_ip="172.16.16.10" dst_ip="54.187.224.189" user_group="" src_country="R1" dst_country="USA" src_port="55679" dst_port="443" app_name="" category="Software Updates" con_id="3608504512" rule_id="0" profile_id="1" rule_name="System exclusions" profile_name="Maximum compatibility" bitmask="" key_type="KEY_TYPE__UNKNOWN" key_param="Unknown" fingerprint="" resumed="0" cert_chain_served="TRUE" cipher_suite="" sni="cswitch-proxy.cloudstation.us-west-2.prod.hydra.sophos.com" tls_version="Unknown" reason="Server did not respond to client hello" exception="" message=""

Erick Jan · Answer

Hi Bruce, 
 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? 
 Based on the logs, the switch can't reach the server. To isolate the issue, kindly check the following KB first. 
 Sophos Switch: Troubleshoot connectivity with Sophos Central