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Sophos Connect Connection reset from gateway

Been searching around google and discussions in Sophos Community and cannot find the answer for my issue.

I'm having one user using Sophos Connect who can successfully sign into Connect through the connection file. However they are not able to access network resources

After about 10 seconds however I receive the below error: Received connection reset from gateway IPADDRESS 8443 tcp-client

Using their same connection file and credentials on my computer I have no issues. We've uninstalled and reinstalled the Sophos Connect Client a few times. This happens on their home network and mobile hotspot. There is another discussion board out there with this same issue but that was never solved / had a conclusion. Any help would be greatly appreciated!

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Top Replies

Andrew Connell over 2 years ago in reply to PhilippRusch +2 verified

This laptop was a work from home device so hasnt been on the network other than via vpn for months. strangley the only thing that resolved this was that i had to take it back to site put it on the internal…

0 Vivek Jagad over 2 years ago
Hello Dylan Huberty ,

Thank you for reaching out to the community, You can refer the general troubleshooting guide here.

Cause

SSL VPN settings are changed on Sophos Firewall, a user is manually disconnected or Sophos Firewall restarts. If the connection uses SSL VPN over TCP, Sophos Firewall sends a connection reset request. If the connection uses SSL VPN over UDP, the connection may reconnect automatically depending on the idle time-out period.

Remedy

Import a new configuration file into the Sophos Connect client and then reconnect.

If your firewall administrator hasn't sent you the file, go to the user portal and download it.

Otherwise, go to the user portal to download the ovpn file.
Thanks & Regards,
_______________________________________________________________

Vivek Jagad | Team Lead, Technical Support, Global Customer Experience

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0 PhilippRusch over 2 years ago

Some providers do crazy things with "non-standard" tcp-ports. Could you try to configure your SSL-VPN to tcp-port 443 ?

Or you use IPsec instead.

Mit freundlichem Gruß, best regards from Germany,

Philipp Rusch

New Vision GmbH, Germany
Sophos Silver-Partner

If a post solves your question please use the 'Verify Answer' button.
0 Ajay Setti over 2 years ago

I am also having the Exact issue but the After connecting the VPN if I try to access the Company bypass link the connection gets disconnected but if I try the process on my mobile I am able to access the bypass link
- 0 Vivek Jagad over 2 years ago in reply to Ajay Setti
  
  Hey Ajay Setti have you checked the Remedy mentioned ?
  
  Thanks & Regards,
  _______________________________________________________________
  
  Vivek Jagad | Team Lead, Technical Support, Global Customer Experience
  
  Log a Support Case | Sophos Service Guide
  Best Practices – Support Case | Security Advisories
  Compare Sophos next-gen Firewall | Fortune Favors the prepared
  Sophos Community | Product Documentation | Sophos Techvids | SMS
  If a post solves your question please use the 'Verify Answer' button.
  - 0 Ajay Setti over 2 years ago in reply to Vivek Jagad
    
    I installed the VPN in my virtual box and started to run then I was able to access the company bypass link
    
    Do you any firewall settings that may restrict the vpn
  - 0 Vivek Jagad over 2 years ago in reply to Ajay Setti
    
    Check the permitted networks in the SSL VPN Policy and check the VPN to LAN firewall rule !
    
    Thanks & Regards,
    _______________________________________________________________
    
    Vivek Jagad | Team Lead, Technical Support, Global Customer Experience
    
    Log a Support Case | Sophos Service Guide
    Best Practices – Support Case | Security Advisories
    Compare Sophos next-gen Firewall | Fortune Favors the prepared
    Sophos Community | Product Documentation | Sophos Techvids | SMS
    If a post solves your question please use the 'Verify Answer' button.
0 Andrew Connell over 2 years ago

I'm also experiencing this issue, but only on one machine which has been working fine for months.

All of the other computers in the network can use the VPN with no issues, i have uninstalled sophos connect and re added the config file with the same results, i have even download other users config files that are working to test on this machine and it still has the same issue.

any ideas?
- 0 Vivek Jagad over 2 years ago in reply to Andrew Connell
  
  Have you tried re-installing the client ?
  
  Thanks & Regards,
  _______________________________________________________________
  
  Vivek Jagad | Team Lead, Technical Support, Global Customer Experience
  
  Log a Support Case | Sophos Service Guide
  Best Practices – Support Case | Security Advisories
  Compare Sophos next-gen Firewall | Fortune Favors the prepared
  Sophos Community | Product Documentation | Sophos Techvids | SMS
  If a post solves your question please use the 'Verify Answer' button.
  - 0 Andrew Connell over 2 years ago in reply to Vivek Jagad
    
    Yep, i have uninstalled the client and reinstalled and tried multiple different configs.
  - 0 Vivek Jagad over 2 years ago in reply to Andrew Connell
    
    Then was there any change on a system level, like the windows update ?
    
    Thanks & Regards,
    _______________________________________________________________
    
    Vivek Jagad | Team Lead, Technical Support, Global Customer Experience
    
    Log a Support Case | Sophos Service Guide
    Best Practices – Support Case | Security Advisories
    Compare Sophos next-gen Firewall | Fortune Favors the prepared
    Sophos Community | Product Documentation | Sophos Techvids | SMS
    If a post solves your question please use the 'Verify Answer' button.
  - 0 Andrew Connell over 2 years ago in reply to Vivek Jagad
    
    no changes, it last worked fine on Thursday and when coming to use on Tuesday is when the problem started. i have done updates since to see if it would help.
  - 0 PhilippRusch over 2 years ago in reply to Andrew Connell
    
    Hello Andrew,
    
    which type of VPN connection are using: SSL-VPN or IPsec?
    
    Mit freundlichem Gruß, best regards from Germany,
    
    Philipp Rusch
    
    New Vision GmbH, Germany
    Sophos Silver-Partner
    
    If a post solves your question please use the 'Verify Answer' button.
  - +1 Andrew Connell over 2 years ago in reply to PhilippRusch
    
    This laptop was a work from home device so hasnt been on the network other than via vpn for months.
    
    strangley the only thing that resolved this was that i had to take it back to site put it on the internal network let it do updates and restart and now it is working....
  - 0 Vivek Jagad over 2 years ago in reply to Andrew Connell
    
    Thank you for the update Andrew Connell !
    
    Thanks & Regards,
    _______________________________________________________________
    
    Vivek Jagad | Team Lead, Technical Support, Global Customer Experience
    
    Log a Support Case | Sophos Service Guide
    Best Practices – Support Case | Security Advisories
    Compare Sophos next-gen Firewall | Fortune Favors the prepared
    Sophos Community | Product Documentation | Sophos Techvids | SMS
    If a post solves your question please use the 'Verify Answer' button.
0 Vlad Newman over 2 years ago

Hi guys,

One of our clients has exactly the same issue at one of their sites...

Only 1 machine out of 20 constantly disconnecting (resets approx every 10 seconds) when all the others are fine..

Its definitely related to the machine itself - I installed my own profile onto the affected machine (which works fine elsewhere) and it resets constantly..

Affected machine is a Lenovo Carbon X1 only around 3 months old, Latest windows 10 with all updates installed

I've reinstalled Sophos connect, network drivers, applied every available update from MS and Lenovo

I tried several different networks as well as on site - exactly the same from everywhere...

Looking at logs on the firewall, it connects, authenticates fine then disconnects after 10 seconds or so

I'm out of ideas...

Any help would be appreciated...

TIA
- 0 Vivek Jagad over 2 years ago in reply to Vlad Newman
  
  Have you tried with the different ISPs ?
  
  Thanks & Regards,
  _______________________________________________________________
  
  Vivek Jagad | Team Lead, Technical Support, Global Customer Experience
  
  Log a Support Case | Sophos Service Guide
  Best Practices – Support Case | Security Advisories
  Compare Sophos next-gen Firewall | Fortune Favors the prepared
  Sophos Community | Product Documentation | Sophos Techvids | SMS
  If a post solves your question please use the 'Verify Answer' button.
  - 0 Vlad Newman over 2 years ago in reply to Vivek Jagad
    
    Yes, even with my mobile hotspot from which my notebook (with the same profile) works fine...
    
    Without question its something to do with the computer itself...
    
    Thanks
  - 0 Vlad Newman over 2 years ago in reply to Vivek Jagad
    
    Further to this, I've just done more testing and narrowed it down to the wireless adapter in the notebook.. Connecting using LAN port and even a wireless USB dongle works perfectly... This Lenovo X1 Carbon has Wi-Fi 6E AX211 160MHz wireless adapter. Doing a search on google, others are having Sophos issues with the new Dell notebooks with the same adapter... What now? please help.. Thanks
  - 0 Andrew Connell over 2 years ago in reply to Vlad Newman
    
    We had this same issue with our Dell rugged lattitudes, luckily they are still within warranty and dell have been coming and going for the past month to replace the wireless adapters.
  - 0 Vlad Newman over 2 years ago in reply to Andrew Connell
    
    So you think it was an actual hardware fault with the adapters? It under warranty but I shudder to think how to explain it to Lenovo :/