Sophos Connect service seeming not to work with HP Wolf

We use Sophos Connect vpn for remote employees, but one new employee who is attempting to run the service on a Windows 11 machine is finding that he can enter his credentials and connect just fine, but is subsequently not sending or receiving anything. After initial troubleshooting I think it is possible that there is a problem with his computer running HP Wolf security, although that is not 100% certain.

Has anyone run into a similar problem such as this before?

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[edited by: emmosophos at 4:55 PM (GMT -7) on 15 Sep 2023]

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0 Raphael Alganes 6 days ago

Hello Paul,

Good day and thanks for reaching out to Sophos Community.

Could you share logs from the Sophos Connect Events tab of the affected machine while it tries to connect? Then you may also refer to this documentation if there are any related error as outlined: https://docs.sophos.com/nsg/sophos-connect/help/en-us/AboutSophosConnect/Troubleshooting/General/index.html

Also are there any logs present on the Firewall side while attempting to connect?

Regards,

Raphael Alganes
Community Support Engineer | Sophos Technical Support
Sophos Support Videos | Product Documentation | @SophosSupport | Sign up for SMS Alerts
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0 Raphael Alganes 6 days ago

Hello Paul,

Good day and thanks for reaching out to Sophos Community.

Could you share logs from the Sophos Connect Events tab of the affected machine while it tries to connect? Then you may also refer to this documentation if there are any related error as outlined: https://docs.sophos.com/nsg/sophos-connect/help/en-us/AboutSophosConnect/Troubleshooting/General/index.html

Also are there any logs present on the Firewall side while attempting to connect?

Regards,

Raphael Alganes
Community Support Engineer | Sophos Technical Support
Sophos Support Videos | Product Documentation | @SophosSupport | Sign up for SMS Alerts
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0 Paul Gillett 4 days ago in reply to Raphael Alganes

Apologies for the delay as I had to wait for a response from the remote employee. Here are the logs:

I can't see any logs on the Firewall side which seem applicable but it is possible I am looking in the wrong place.
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