Attempts to download Sophos Connect client (IPsec and SSL VPN) from an XG135 User Portal result in a text file

Question

Howdy! 
 I'm getting used to the operations of my new XG135 firewall. I'm configuring users for IPSEC VPN client access. I can create a user on the firewall. I then navigate to the firewall's User Portal and log in as the user. The User Portal displays a QR that I scan using the Sophos Authenticator on my phone. I then log in to the User Portal as the user this time with the 2FA code appended to the user's password. I land on the User Portal page shown below. 
 
 When I try to download either of the Windows or macOS clients, I don't get any kind of executable or installer. Instead, I get a text file called "info.txt" with the following content. 
 Requested file could not be provided. Make sure Pattern Updates are working correctly.
You can find it under 'Backup & Firmware' -> 'Pattern Updates' 
 I've checked my firewall's Pattern Updates and the Sophos Connect clients are there and have been updated recently as shown below. 
 
 The firewall has the latest firmware ( SFOS 18.0.4 MR-4) and all the Pattern Updates look good (populated and have recent timestamps). 
 I am able to download the Sophos Connect clients while managing the firewall through Sophos Central. This is from the "VPN > IPsec (remote access)" page. When I do this I get a zip file containing the files 
 
 scadmin(legacy).msi 
 Sophos Connect_1.4_(IPsec).pkg 
 SophosConnect_2.0_(IPsec_and_SSLVPN).msi 
 
 I have used the Sophos Connect_1.4_(IPsec).pkg successfuly to install on a Mac. Similarly, SophosConnect_2.0_(IPsec_and_SSLVPN).msi works fine for Windows. 
 Thanks for your attention to my problem. Let me know if you need more information. I look forward to getting this resolved. 
 Sincerely, 
 Chris

Alok · Accepted Answer

Yes, We are aware about the issue and working on the fix.

Alok · Answer

I would like to mention two points here about SSLVPN client 
 a. if you are using Old SSLVPN client, its working as it is there is no issue with it. User can continue downloading client and config from user portal. 
 
 b.if you are using Sophos connect client for SSLVPN its broken in v18MR4 release and getting tracked as part of NC-70289. 
 Still there are two alternative ways to provide client to end user which are captured in following article. 
 https://support.sophos.com/support/s/article/KB-000041377?language=en_US

emmosophos · Answer

Hello Community, 
 When a user logs in to the User Portal, they are presented with 3 different VPNs products to download (If assigned to their user account) 
 
 Sophos Connect Client (IPsec and SSL VPN) (To be fixed in MR6 under - NC-70289) 
 Apple iOS IPsec VPN (Fixed in MR5 - NC-64758) 
 SSL VPN Client (Working in MR4 and MR5 and in previous versions) 
 
 The issue originally reported in this thread is set to be fixed in MR6, currently there are two workarounds for users to be able to download the Sophos Connect Client 
 
 The Firewall Admin can navigate to Configure > VPN > Sophos Connect > Download Client , and push the file to the users via GPO or by email 
 Users can go to the following link and download it from there 
 
 These workarounds are also outlined in the following knowledge base article: 
 
 https://support.sophos.com/support/s/article/KB-000041377?language=en_US 
 
 Any users having issues downloading the SSL VPN Client, take a look at this Community Recommended Read that covers the most common issues and how to troubleshoot them. if the issue persists please open a case with Support. 
 Regards,

LuCar Toni · Answer

This is fixed in the Re Release of MR5. There will be a new Build available on the Portal. 
 See: https://community.sophos.com/sophos-xg-firewall/b/blog/posts/sophos-xg-firewall-v18-mr5--build-586-is-now-available

Alan Panec · Answer

Yes you have to first configure certificate authority for the XG. Its unfortunatelly not part of the guide for VPN, but its a prerequisite. 
 When you click to download SSL VPN client for new user it automatically generates certificate for this user that is signed by the Sophos XG appliance CA. If you do not have the CA configured it cannot create user certificate and therefore you cannot download the SSL VPN client. Unfortunatelly it doesnt throw any error. It just doest work. 
 But this is not anyhow related to the Sophos Connect case.

LuCar Toni · Answer

Sophos Connect can work with the SSL VPN Provisioning file (.pro). It is described here: https://community.sophos.com/sophos-xg-firewall/b/blog/posts/sophos-connect-2-0-is-now-ga 
 No need to download anything from the user portal.

emmosophos · Answer

Hello Chris, 
 Thank you for contacting the Sophos Community. 
 This issue is being investigated under NC-70289 
 As a workaround, you can share the Client with users if you download it from the XG it self. 
 Configure >> VPN >> IPSec (Remote Access) >> Download Client 
 Regards,

Attempts to download Sophos Connect client (IPsec and SSL VPN) from an XG135 User Portal result in a text file

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