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

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



Edited TAGs
[edited by: emmosophos at 1:14 AM (GMT -8) on 11 Mar 2021]
Parents
  • 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)

    1. Sophos Connect Client (IPsec and SSL VPN) (To be fixed in MR6 under - NC-70289) 
    2. Apple iOS IPsec VPN (Fixed in MR5 - NC-64758)
    3. 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 

    1. The Firewall Admin can navigate to Configure > VPN > Sophos Connect > Download Client, and push the file to the users via GPO or by email
    2. Users can go to the following link and download it from there

    These workarounds are also outlined in the following knowledge base article:

    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,


     
    Emmanuel (EmmoSophos)
    Community Support Engineer | Sophos Technical Support
    Sophos Support VideosProduct Documentation  |  @SophosSupport  | Sign up for SMS Alerts
    If a post solves your question use the 'Verify Answer' link.
Reply
  • 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)

    1. Sophos Connect Client (IPsec and SSL VPN) (To be fixed in MR6 under - NC-70289) 
    2. Apple iOS IPsec VPN (Fixed in MR5 - NC-64758)
    3. 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 

    1. The Firewall Admin can navigate to Configure > VPN > Sophos Connect > Download Client, and push the file to the users via GPO or by email
    2. Users can go to the following link and download it from there

    These workarounds are also outlined in the following knowledge base article:

    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,


     
    Emmanuel (EmmoSophos)
    Community Support Engineer | Sophos Technical Support
    Sophos Support VideosProduct Documentation  |  @SophosSupport  | Sign up for SMS Alerts
    If a post solves your question use the 'Verify Answer' link.
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