i have raised one ticket 8 days ago and since then i have not got any proper response from Sophos. Ticket id - 04213942, they have assigned an engineer Mubin, who is totally useless,neither he gives me proper solution nor he is responding me over email or calls. Don't know how to escalate the ticket.
As I could check, the issue was resolved after enabling Show Captive Portal to unknown users for the specific rule.
Feel free to post into the community for any queries :)