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network agent client always disconnect when upgrade to SW-17.5.16_MR-16.SFW-830

ali turki

hello,

Our Sophos XG firmware is SFOS 17.5.15 MR-15 and we have authentication integrated with windows AD.
all users (local , domain users) using network agent clients (android , windows) and everything works well.
but after we update firmware to SW-17.5.16_MR-16.SFW-830, domain users (not local) when they use agent clients (android, windows) to login, they got messages (after few seconds) "administrator disconnected you" and client logout , although they still logged in xg and got access internet.

Note :

1- local users still working
2- captive portal are working in all firmwares



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  • 0

    Hi Ali ,

    Seems like something has been broken after a firmware update here . Below is the thing that I would need to get you an answer:

    1. Snap of authentication settings under web authentication.
    2. Now login to putty with admin credentials.
    3. Go to advance shell .Now we would need to enable some of the logs files in debug mode .Make sure that CPU usage is not high .
      1. csc custom debug
      2. service access_server:debug -ds nosync
    4. Now run tail -f csc.log access_server.log
    5. Make sure You are saving the activity of putty in a file.

     Now after all this , it's time for us to recreate the issue . Once any user have faced the same issue we would need putty log file along with timestamp .  

    Apply the same command, to turn off the debug service .

    1. csc custom debug
    2. service access_server:debug -ds nosync

    Share the logs file and we can analyze the same in no time . Like if you find this useful .

    Sophos Certified Architect

    Ex-Sophos High Touch Technical Support Engineer

    Securing Fortune 10 Companies across world

    Expertise In XG firewall

    Stay in Touch : exion@protonmail.com

  • 0 in reply to exion eh

    Good advise, just a little hint: Such logs in Debug mode stores sensitive data. Therefore be careful in sharing them with somebody online. If unsure, feel free to reach out to Sophos directly. 

    __________________________________________________________________________________________________________________

  • 0 in reply to LuCar Toni

    @Lucar Toni  Sophos Devices and software complies with the GDPR and US software protection laws . So the service in debug mode would not show any of the sensitive information apart from the forest domain or may be the group name under which the user falls under . They can have a test user and grab the logs.

    Sophos Certified Architect

    Ex-Sophos High Touch Technical Support Engineer

    Securing Fortune 10 Companies across world

    Expertise In XG firewall

    Stay in Touch : exion@protonmail.com

  • 0 in reply to exion eh

    Sensitive data could be your entire forest domain scheme etc. You do not want to share those kind of information to the public. 

    __________________________________________________________________________________________________________________

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